Today’s interview is with Deon Nicholas, Founder of Forethought, an AI company and 2018 TechCrunch Disrupt Battlefield participant, that has a vision to enable anyone to be a genius at their job. In practical terms, they do this indexing and surfacing content that matters the most in the context of their work. Deon joins me today to talk about the difference between NLP and NLU, winning last year’s TechCrunch Disrupt Battlefield and how Agatha aims to make it easy to be a “genius” at customer support. This interview follows on from my recent interview – You can’t transform something you don’t understand – Interview with Annette Franz – and is number 318 in the series of interviews with authors and business leaders that are doing great things, providing valuable insights, helping businesses innovate and delivering great service and experience to both their customers and their employees. Here’s the highlights of my chat with Deon: Forethought builds A.I. tools that index information within an organization and then deliver information to employees when they need it. Their first area of focus is the customer support agent. Their experience suggests that they can help agents and their teams triage and categorize tickets as …