Eugenie Thompson

Our AI employees have names. Peter is an SDR, Kavya sells insurance, Arjun is a loan officer, Priya handles renewals.

We did it because customers found it easier to talk about "Peter's pipeline" than "the lead qualification workflow." Teams started treating the agents like colleagues with a job, which made it easier to define what each one owns.

Containment rate (the share of conversations the bot handles without a human) is the default AI support metric. We think it rewards the wrong thing. A bot can contain a conversation by never letting the customer reach a person.

With customers, we track the outcome instead: was the payment made, the policy renewed, the meeting booked, the issue resolved? One real estate customer cut outreach costs by about 70% and finished a month of calls in under a tenth of the time. That's a number a CFO cares about. Containment isn't.

A few of you asked at launch how QuickQuill handles several people. It can now tell speakers apart, on your Mac.

Telling speakers apart (experimental)

Turn on "Identify speakers (experimental)" in Settings General. After a new recording ends, lines are split by voice into Speaker 1, Speaker 2... for calls, in-person meetings on one mic, and imported files. Rename a speaker once and all their lines follow.

It can merge or miss people who rarely speak. Feedback welcome.