What we learned from the Jernia pilot
The pilot confirmed that communication agents are already resolving real work — and showed exactly where Phase 2 should focus to unlock more value.
We measured how people actually used the agent, filtered noise from real conversations, and reviewed which interactions were resolved, escalated, or left hanging. That gives a concrete view of what the agent already handles well — and where the next improvements will create the biggest impact.
The strongest signal was product and order-related questions. That points directly to Phase 2: deeper product knowledge, order access and tighter system integration so the agent can resolve more cases end-to-end.
The takeaway is simple: communication agents are already valuable in real operations, and a focused second phase turns that value into measurable improvements in resolution rate, customer experience and operational efficiency.