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During Bret Taylor’s fireside chat at the Mobile World Congress in Barcelona, we still didn’t get a clear definition of what exactly an AI agent is. The Sierra founder and OpenAI board chair preferred to dodge the question about “agentic AI” versus a GenAI chatbot by highlighting the empathetic responses that AI agents can provide.
Taylor, whose startup is focused on building customer service AI agents, expressed his excitement for the potential of this technology. He believes that the current wave of large language models is more promising than any technology he has seen since his teenage years.
Supercharging Customer Experience
These advanced AI service bots are not only reducing customer service costs for companies but also raising the overall bar for consumer experience. Taylor emphasized the importance for brands to establish appropriate guardrails for their AI agents to ensure safe implementation.
Responsibility for Reskilling
Addressing concerns about the impact of customer service AI agents on jobs, Taylor remains optimistic that while some roles may disappear, new opportunities will arise. He stressed the importance of technology makers taking responsibility for having conversations about reskilling and ensuring that society can keep pace with the changing job landscape.
OpenAI’s Mission Amidst Structural Changes
During a recent interview, the OpenAI board chair addressed the company’s plan to transition from a nonprofit to a for-profit venture, a move that has sparked some controversy. Despite this shift, Taylor emphasized that the organization’s core mission of developing artificial general intelligence for the benefit of humanity remains unchanged.
Costs and Future Structure
Taylor acknowledged that the costs associated with developing AI technology are significant. While the future structure of OpenAI has not been finalized, he stressed the importance of aligning any changes with the company’s overarching mission. He expressed confidence that the new structure will ultimately enhance their ability to achieve their goals.
