New driver retention was a known problem — we were losing over 40% of drivers annually, and the first 30 days were the highest-risk window. A cross-functional team came to me wanting to track it, and they had a starting point: an NPS survey. A satisfaction rating, an open-ended "why?", send it globally.

The question I was brought in to help answer: Could AI-moderated research tools meaningfully scale qualitative research at Bolt — and if so, which ones?