AI in Customer Service and Its Economic Implications

Is generative AI over-valued? At the heart of the generative AI boom has been the premise that a ‘killer app’ for AI will make investors a return on their capital. But it’s unclear how those use cases will actually make money for businesses that deploy them. Plus - is the problem a lack of AI take-up among employees? We hear from Joe Richardson, head of operations at Octopus Energy, Jim Covello, head of global equity research at Goldman Sachs and George Lee, co-head of the Goldman Sachs Global Institute for a debate about the investment case for AI; Victor Riparbelli, chief executive of AI video start-up Synthesia, Amjad Masad, chief executive of coding start-up Replit, and Claudia Harris, chief executive at tech training company Makers.

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UK artificial intelligence start-up Synthesia hits $2bn valuation

AI-powered coding pulls in almost $1bn of funding to claim ‘killer app’ status

This season of Tech Tonic is presented by Madhumita Murgia, and produced by Josh Gabert-Doyon. Edwin Lane is the senior producer and Manuela Saragosa is the executive producer. Sound design by Breen Turner, Samantha Giovinco and Joe Salcedo, with original music from Metaphor Music. The FT’s head of audio is Cheryl Brumley.

Read a transcript of this episode on FT.com

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