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Lauren Alexander, MBA reposted thisLauren Alexander, MBA reposted thisPart 5 of our Coverage Benchmark asks a pretty important question: if AI gives you a different answer each time, can you really use it to make decisions about your customers — even if it’s cheaper to run? The batch API test uses the exact same code from Part 4, submitted as an overnight job instead of run live. Here's why. In Part 4, we had code that read all 1,000 of our call transcripts. We asked it the same question three times — which of our customers are considering building in-house — and got three different lists of customers back. We wanted to test whether that inconsistency was the fault of a live run. So we ran the identical code a completely different way. Same model, same questions, same transcripts. The only change was submitting it as a job and picking up the results hours later. It cost less than half as much: about $28 a question instead of $61. Answer consistency went from 22% to 29%. Close enough to be the same number. So it wasn't how we ran it. Every time you ask, the AI works the answer out from scratch, and it doesn't work it out the same way twice. Cheaper compute doesn't fix that. Batch is just an efficient way to buy the same unstable answer. Two methods, live and batched, both read effectively everything, but both were unreliable. Check out the full findings from Mike Nucci → https://lnkd.in/gqXb2-pc Part 6 tests RAG, coming next week. 🐸
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Lauren Alexander, MBA reposted thisLauren Alexander, MBA reposted thisOur next virtual workshop is on August 27th! Join our own Daniel Rorke as he chats with Nawaf Al-Rashid and Joanna Smith from Klaviyo about how they use customer conversation data and predictive CSAT to keep improving their AI chatbot — finding where customers actually get stuck, prioritizing what's worth fixing, and knowing whether the change worked. See you there! 🐸 Register here → https://lnkd.in/gQnNNDvg
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Lauren Alexander, MBA reposted thisLauren Alexander, MBA reposted this🚨 Part 2 of our Coverage Benchmark is here! Last week we started testing how well AI actually reads your customer conversations. We're taking 1,000 real customer calls and asking the same five questions of different tools people use for this. Same calls, same questions, every time, so the only thing that changes is the tool. Part 1 tested Claude's chat app hooked up to a data warehouse. This time we tested the agent: the version of Claude that writes and runs its own code. In theory, it can build itself a system to go analyze your conversations one by one. On one question, it got close: 950 conversations read of 1,000. On the next, it only read 10 conversations. And neither answer tells you how much of your data it read. Both come back clean, confident, and formatted the same way. You'd have to dig into the logs to find out that one of them is built on 1%. Read the full report from Mike Nucci here → https://lnkd.in/gPDtkGbX Keep an eye out for the next parts. 🐸
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Lauren Alexander, MBA reposted thisLauren Alexander, MBA reposted thisRippit + Claude are better together. 🐸🤝 Rippit analyzes 100% of your customer conversations. Now that analysis lives right inside Claude. Ask any question of your conversations. Rippit runs deep conversation analysis on every one and hands you the insights. Need those findings in report form? Just ask! Build exec-ready reports and send them to the right people, right from the same chat. Fast, and as easy as asking a question. Want to see it in action? Check it out below 👇
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Lauren Alexander, MBA reposted thisLauren Alexander, MBA reposted thisYour AI agent dashboard probably looks good: containment up, deflection up. The catch is that a dashboard only knows what the bot reports. It can't tell you whether the bot answered incorrectly, dead-ended someone, or tagged a frustrated customer who gave up as "resolved." The real insight only shows up if you analyze all of its conversations. We put together a playbook on doing exactly that. Read our AI Agent Monitoring Playbook here → https://lnkd.in/ggxZVnsK
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Lauren Alexander, MBA reposted thisLauren Alexander, MBA reposted thisYour customers are talking about you — in reviews, on social media, in forums. Rippit analyzed all of that public conversation data and built a free report for you. Knowledge is power. Come find Daniel Walsh and Cole Brummund at Booth 1146, and find out what your customers actually think. 📍 Booth 1146 · CCW Las Vegas · June 24–25 Learn more here → https://luma.com/r1ox633u
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Lauren Alexander, MBA reposted thisLauren Alexander, MBA reposted thisOur head of finance and ops wanted to put the need for Rippit to the test. The question that kept him up: could you just rebuild the core of Rippit inside Snowflake with Cortex, and skip using Rippit entirely? So he built it and stress-tested it under real load. It didn't break, but it can't replace Rippit. It got too slow and too expensive the moment it tried to analyze every conversation instead of a small sample. Analyzing 100% of conversations, at speed, is exactly what Rippit was built for. Read Mike Nucci's full findings on load testing conversation analysis in Snowflake here → https://lnkd.in/gZbp92AK
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Lauren Alexander, MBA reposted thisLauren Alexander, MBA reposted thisOur virtual workshop on identifying early churn signals is coming up on May 21st. We'll be walking through how teams are using Rippit's AI to spot risk in customer conversations before it shows up anywhere else. Register at https://lnkd.in/eWZFhU-z Can't wait to see you there 🐸
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Lauren Alexander, MBA reposted thisCustomer conversations hold more insights than most teams realize. At the Customer Success Summit last week, Vasu Prathipati explored what becomes possible when we apply math to language — and how that shift is helping teams learn directly from conversations themselves. This shift is changing the way teams understand customer experience.Lauren Alexander, MBA reposted thisTwo days. Two summits. One incredible community. Over the past two days, we came together for Customer Success and Customer Support Summits in New York City, sharing insights, strategies, and stories that are shaping the future of customer experience. From inspiring keynotes to hands-on sessions, it was amazing to see the energy, collaboration, and ideas flowing across every session. A huge thank you to all the speakers, panelists, and partners who made these events possible: CS Summit NY speakers: Sam Morovati, Madison Hall, Sandro Lubas, Inga Orlova, Senthil Kumar, Aishwarya Jain, Hunter Spector, De'Edra Williams, MBA, Emily Brennan, Willa Howe, Chris Colaitis, Justin Hester, Joshua Pritchett, MunMun Malik, Cinthia Silva, Denise Moura Santos, PMP, Kyle Nielson, Cam Turnbow, Andrew Syring, David "B" Fisher, Vasu Prathipati, Petros Perselis, Gozde Gorce, Gabriella Valdes, and Tokutaro Utsunomiya. CS Summit NY partners: Pylon, Clozd, Rippit, Inkeep, Gainsight, and Assembled. Support Summit NY speakers: AJ Vaughn, Joep Everts, Jyotiram Pasupalak, Sarah Sherwood, Thiago D. Garcia, Burak Kebapci, Anuj Pandey, Nancy Coluccio Kennedy, Laxmin Upadhya, Sarah Baker, Hugo Ramadier, Amanda Harris, Tammy Kernz, Marty Kausas, Francesca Oliva, Josh Teller, Niraj Rout, Katherine Gutierrez, Anthony Diorio, Erick Casanova, Robert Cabral, Athena Arzon, Florian Schwingenschloegl, Katie Africk, Seth Magaw, Marita Espada, Mykel Salomon, and Bharat Manmode. Support Summit NY partners: Pylon, Hiver, Forethought, USU Solutions DACH, Intercom, Inkeep, LaunchBrightly, and Assembled. The next stops on the East Coast are Customer Success Festival New York on July 8 and AI Customer Support Summit Boston on October 28. Check out the full global event calendar here: https://lnkd.in/eu2YBvNq
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Lauren Alexander, MBA reacted on thisThe best part - you can try this out yourself for free! Give it a shot at app . rippit . com / signup !Lauren Alexander, MBA reacted on thisToday we're excited to introduce Rippit + Granola. You can now compare what your team decides in meetings with what customers actually report in Zendesk and Intercom. Even better, you can put an AI agent to work every week to flag what your team missed, where you're out of sync, and which fixes are actually working. → Sync Granola meeting notes and transcripts into Rippit → Spot where customer issues and meeting priorities don't line up → Save findings as structured data you can revisit → Turn it into an Agent that sends you a weekly briefing or detailed report See how it works: https://hubs.ly/Q04yYzVw0
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Lauren Alexander, MBA reacted on thisExcited to see this! Two powerful tools making conversations more useful. Granola 🚀Lauren Alexander, MBA reacted on thisToday we're excited to introduce Rippit + Granola. You can now compare what your team decides in meetings with what customers actually report in Zendesk and Intercom. Even better, you can put an AI agent to work every week to flag what your team missed, where you're out of sync, and which fixes are actually working. → Sync Granola meeting notes and transcripts into Rippit → Spot where customer issues and meeting priorities don't line up → Save findings as structured data you can revisit → Turn it into an Agent that sends you a weekly briefing or detailed report See how it works: https://hubs.ly/Q04yYzVw0
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Lauren Alexander, MBA reacted on thisLauren Alexander, MBA reacted on thisToday we're excited to introduce Rippit + Granola. You can now compare what your team decides in meetings with what customers actually report in Zendesk and Intercom. Even better, you can put an AI agent to work every week to flag what your team missed, where you're out of sync, and which fixes are actually working. → Sync Granola meeting notes and transcripts into Rippit → Spot where customer issues and meeting priorities don't line up → Save findings as structured data you can revisit → Turn it into an Agent that sends you a weekly briefing or detailed report See how it works: https://hubs.ly/Q04yYzVw0
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Lauren Alexander, MBA reacted on thisLauren Alexander, MBA reacted on thisI'm currently in a Lyft on my way to San Francisco to attend the Customer Success Collective conference! Customer conversations are one of the most valuable pieces of data a company has but it's also of the most untapped and underutilized resource that's not being used across the entire org to help drive better decision making. I'll be speaking alongside my colleague on how you can leverage this data to drive better business outcomes. If you'll be there too, register for our session!!
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Lauren Alexander, MBA reacted on thisLauren Alexander, MBA reacted on thisMost AI tools answer questions about your customer conversations without actually reading all of them. Seven tests in, every approach in our Coverage Benchmark had failed somewhere. Part 8 is ours: Rippit. Rippit is built differently. It reads every conversation for the specific question you're asking, saves the result, and preserves the reasoning and customer quotes behind it. In the final test, Rippit: • Read 100% of the available transcripts • Found 45 of 46 mentions in the keyword control (98% recall) • Completed each question in about one minute • Cost about $0.06 in marginal compute per question Across the series, the pattern was clear. Approaches that sampled or retrieved a slice of the conversations missed data. Brute-force approaches read everything, but at a much higher cost. Precomputed summaries were cheap, but lost the details later questions needed. Rippit was the only approach to read every raw transcript and still deliver an answer that was fast, inexpensive, reusable, and auditable. Check out the full findings from Mike Nucci → https://lnkd.in/g7b_vi3X
Experience & Education
Licenses & Certifications
Volunteer Experience
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Surya Fundraising Event
Don Bosco Institute of Technology (D.B.I.T)
- 1 month
Children
Event to support street children in Mumbai; proceeds go toward providing shelter, love, education, and other programs to enrich children's lives
Surya is a fundraising partner for Don Bosco Balprafulta Center established through Saint Mary's College of California -
Fundraiser
Do Good Lab
- 1 month
Children
Helped Raise money for Grapeyard School in Nairobi, Kenya in Partnership with Do Good Lab
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Event Chair
Delta Gamma
- Present 22 years 6 months
Children
Assisted in coordinating annual "Anchor Splash" event to raise money for Service for Sight.
About Service for Sight:
Through the four schools founded by Delta Gammas, children who are blind or visually impaired learn specialized skills. Adults receive personal attention through volunteer hours with more than 150 organizations and annual grants given to organizations sharing this mission.
Honors & Awards
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Limelight Award
Granicus, Inc.
Received the Limelight Award after completing a successful launch of Granicus' new Cloud Platform and Suites; recognized by my peers for excelling in leadership and overall management.
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Awarded the Dean's Scholarship for Women Executives
Saint Mary's College of California
The Dean's Scholarship for Women Executives is a merit-based award for incoming Executive MBA students at Saint Mary's College of California. Scholarship applicants must demonstrate high academic qualifications and great potential.
About the Dean's Scholarship for Women Executives:
According to the Executive MBA Council's 2010 survey, the percentage of female Executive MBA students continues to decrease slightly each year. In 2010, 26% of EMBA students are female, worldwide…The Dean's Scholarship for Women Executives is a merit-based award for incoming Executive MBA students at Saint Mary's College of California. Scholarship applicants must demonstrate high academic qualifications and great potential.
About the Dean's Scholarship for Women Executives:
According to the Executive MBA Council's 2010 survey, the percentage of female Executive MBA students continues to decrease slightly each year. In 2010, 26% of EMBA students are female, worldwide. Although Saint Mary's College's Executive MBA is proud to surpass the worldwide average ratio (with 34% average), for the first time, Saint Mary's College School of Economics and Business Administration is offering a merit-based scholarship opportunity for qualified women candidates for the Executive MBA program located in Moraga, San Ramon, or Santa Clara. Full-time working professionals receive their MBA degree in eighteen months. -
Dean's Honor List - 9 Academic Quarters
College of Letter's and Science
Earned placement on the Dean's Honor List for attaining a GPA of 3.5 and above for 9 academic quarters
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Golden Key Membership - Ranked Among the Top 15% of Graduating Class
Golden Key International Honour Society, UCSB Chapter
Attained membership to the Golden Key International Honor Society, University of California, Santa Barbara Regional Chapter, for ranking among the top 15 % of UCSB graduating class of 2006
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Awarded the Doris Sonnie Flint Honorary Scholarship
Delta Gamma
Received the Doris Sonnie Flint Honorary Scholarship for demonstrating Academic and Leadership excellence within the Gamma Kappa chapter of Delta Gamma
Organizations
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College of Letters and Science
Academic Peer Advisor
-Educate undergraduates on University coursework, major, and degree requirements. Provide individual assessment of degree goals and offer academic performance improvement counseling. Administer written and oral correspondence on behalf of the College of Letters and Science. Specialize in mentoring UCSB student athletes to ensure they continue to meet academic eligibility requirements set forth by the National Collegiate Athletic Association.
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Senator Dianne Feinstein, Subcommittee on Terrorism, Technology, & Homeland Security
Intern
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Delta Gamma
Director of Public Relations and Vice President of Communications
-Responsible for recording minutes of Gamma Kappa chapter meetings. Created and maintained a detailed spreadsheet of member attendance and assorted member obligations and duties. Acted as advisor to the Director of Public Relations. Managed writing and submitting of chapter updates and pictures to the ANCHORA (National Delta Gamma Magazine) prior to deadlines for possible publication. Assisted in coordinating annual Anchor Splash event to raise money for Service for Sight.
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