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FCIs Are the New Availability - Siddharth Ram Ex-CTO, Inflection/Goodhire, Intuit

Siddharth Ram, Ex-CTO Inflection/GoodHire & Intuit Fellow, explains why FCIs (Failed Customer Interactions) are a better way to monitor customer experience than traditional availability metrics.  At Goodhire, FCIs were reduced from 3.2% to ~0% through a range of initiatives including an autonomous system.