During a recent Mobile World Congress fireside chat, Bret Taylor, founder of Sierra and board chair of OpenAI, discussed the evolving nature of AI agents, particularly in customer service. He emphasized that these generative AI agents are far superior to traditional chatbots, being capable of multilingual and instantaneous communication. Although they enhance customer interactions and lower service costs, Taylor also warned of challenges, such as AI 'hallucinations' that can lead to misinformation. Overall, he remains optimistic about the technology's transformative potential for businesses and consumer experiences.
Given his new startup is building a customer service AI agent, you'd expect Taylor to be evangelical about the tech's potential. And he did not disappoint: "I am more excited about large language models and this current wave of technology more than any technology I can remember, perhaps since I discovered the internet when I was a teenager."
The step change with generative AI-fuelled customer service AI agents versus earlier iterations of AI chatbots is just a much higher level of capability - such as AIs that can be multilingual and instantaneous.
Supercharging customer experience: These more capable AI service bots are helping companies shrink the costs of customer service, which Taylor suggested will help raise the bar overall.
He conceded, noting examples where customer support AI agent have "hallucinated" refund policies that don't exist in response to customer inquiries.
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