The bot has two goals, according to Smyth. The first is to lower a user's bill. The second is to make sure the customer can maintain the same level of service, rather than being cross-sold or up-sold—Smyth doesn't want users to get a better price but risk being locked into a contract they may have to break. "That may make sense for a lot of customers," he admits, but "I'm a young person, I move around. I'm not necessarily going to be in the same place for two years." Keeping that in mind, the team at Trim programmed the chatbot to flag a variety of keywords, including "contract," to alert the bot and tell it to refuse the deal.