cover of episode Transforming Customer Service through Company Agents, with Sierra’s Bret Taylor

Transforming Customer Service through Company Agents, with Sierra’s Bret Taylor

2024/9/19
logo of podcast No Priors: Artificial Intelligence | Technology | Startups

No Priors: Artificial Intelligence | Technology | Startups
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Bret Taylor将AI代理定义为能够自主推理和采取行动的软件系统，并将其分为三类：个人代理、基于角色的代理和公司代理。他认为，个人代理目前技术上仍有挑战，基于角色的代理在特定领域已经取得成功，而公司代理在利用现有技术方面具有巨大潜力。他以Sierra公司为例，介绍了公司代理如何帮助企业构建品牌化的客户服务系统，降低成本，并提升客户体验。他强调，公司代理不仅仅是自动化，更重要的是如何让公司在数字化世界中更好地存在。 Bret Taylor还深入探讨了构建公司代理的技术挑战，例如如何将大型语言模型与公司内部数据有效结合，如何平衡AI的自主性和安全性，以及如何设计出既能满足业务需求又能提升用户体验的AI代理。他认为，构建公司代理需要结合AI技术和领域专业知识，并需要不断适应客户需求和技术发展。

Deep Dive

Chapters
This chapter defines AI agents from both academic and industry perspectives, exploring three categories: personal agents, persona-based agents, and company agents. It highlights the complexities of personal agents and the current feasibility of persona-based and company agents, particularly in the customer service domain.
  • Definition of agentic systems and agency
  • Three categories of agents: personal, persona-based, and company agents
  • Challenges in building personal agents due to complex human-computer interaction and system integrations
  • Feasibility of persona-based agents in specific domains like law and software engineering
  • Company agents as a shovel-ready opportunity for revolutionizing customer engagement

Shownotes Transcript

Bret Taylor, Cofounder of Sierra, Chairman of the board at OpenAI, and former co-CEO of Salesforce and CTO of Facebook, joins Sarah and Elad in this week’s episode of No Priors. Bret discusses building company-branded AI agents with unique personalities, goals, and guardrails at Sierra, and their potential to revolutionize customer engagement while cutting costs. The conversation explores the next sectors for enterprise AI adoption, building resilient AI products, and the parallels between today’s AI market and the evolution of the cloud industry. Bret also shares his unique insights on future business models and upcoming technology shifts.

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Show Notes:

(0:00) Intro

(0:42) Defining agentic systems and types of agents

(3:55) Customer-facing company agents

(5:43) Sierra AI

(8:11) Transforming customer service and reducing costs

(9:57) Challenges in implementing LLMs for company agents

(14:45) Drawing parallels between AI and the cloud market’s evolution

(17:50) Future of the AI landscape

(19:15) Building durable AI products

(24:39) Outcome-based business models and tangible ROI in AI solutions

(29:22) Next wave of AI sectors for enterprise adoption

(31:15) Customizing goals and guardrails with customers

(35:55) Creating distinct personalities for Sierra's agents

(41:05) Bret’s insights on upcoming technology and hardware shifts

(46:50) How AI software could enhance human agency