Hi @WiliamRosa, I am doing very well, thanks!

First and foremost, awesome that you tried it out and that you trie to do something similar yourself! You are spot on that it's not straightforward to build. We have had a team working on this approx full-time for around 2.5 years to get the accuracy to the level it is today (iterating a lot, hahaha). The trickiest part is when the knowledge isn't in public docs (like in Zendesk tickets, or just in someone's head). Cases like the ones you mentioned are definitely nontrivial to handle, and sometimes it's not possible due to the lack of curated documentation. And that's fine!

On the service outage test you mentioned, I am not totally sure what was asked in the widget (I can't reconnect it to the analytics I have access to), so can I follow-up privately with you? (direct message in here if you are okay with it)