Lavender was the thing customers paid for, running every working day on their real email. Four decisions made that possible, and all four are load-bearing in what we install for you.
01
A coach in the window where the work happened
Lavender did not wait in a separate tab to be visited. It worked on the draft in front of the rep, at the only moment the advice was still worth anything: before they hit send.
AI that requires somebody to remember to go and use it gets used by the people who were already enthusiastic. That is the same three volunteers every time.
02
A scoring engine that had read more email than anyone
Every email scored against what the system had learned from millions of real ones, turned into specific fixes rather than a grade. That is Sorter’s inheritance, made operational.
Lavender was never a generative AI company. It was a communication intelligence company that happened to write text at the end.
03
A deliberate decision not to build a model
Casey adopted large language models early, well before it was fashionable, and made a deliberate call not to staff a research team to do it.
Lavender hired backend engineers to use the models that already existed. It saved millions and kept the product cheap enough to sell. It is why we will never try to sell you a model.
04
Everything that was not the model
Almost none of the difficulty was intelligence. It was access, plumbing, and the unglamorous integrations that had to hold while thirty thousand people worked on their own live data.
Running AI for that many people is a different discipline from demonstrating it once. That difference is most of what we sell.