No Priors: Artificial Intelligence | Technology | Startups Transforming Customer Service through Company Agents, with Sierra’s Bret Taylor
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Sep 19, 2024 
Bret Taylor, Cofounder of Sierra and former co-CEO of Salesforce, discusses innovative AI strategies for enhancing customer service. He explains how company-branded AI agents with distinct personalities can revolutionize customer interactions. Taylor highlights the cost-saving potential of these agents while exploring challenges in AI implementation. He draws fascinating parallels between AI's evolution and the rise of cloud technology, and shares insights on upcoming shifts in business models and technology that could reshape the enterprise landscape.
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Agent Types
- Bret Taylor defines three agent types: personal, persona-based, and company agents.
- Company agents, Sierra's focus, represent a brand's digital presence, like websites in 1995.
Company Agent Focus
- Sierra focuses on consumer-facing company agents due to the high volume of interactions.
- Lowering conversation costs allows for increased customer engagement.
Sierra's Clients
- Sonos and SiriusXM use Sierra's AI for customer service, like onboarding and troubleshooting.
- Sierra helps companies build branded customer-facing agents.
