“We created this system that was essentially like a trust score on customers to get a better understanding of like, could we give this customer an instant refund?”

“Agents are good at reading rules and then interacting with different systems... we want to let the agent be intelligent, constrained from doing anything stupid, to refund or account for money according to contract rules.”

“I actually one time overheard someone talking badly about High Five Women and I refunded them a ticket that they had paid.”

“You don’t pay unless the meeting actually gets scheduled… if the meeting doesn’t happen you’re refunded immediately”

“Policy if either of those ladies were to miss a show the audience could get a refund… you didn’t have to watch it.”