We still did not get a direct determination of exactly what an agent of him on Tuesday is an agent of the World Congress of the World Taylor World Congress in Barcelona. The founder of Sierra and the chairman of the Openai Board preferred to open the question of CNN moderator Anna Stewart by asking how “he agent” is “any different from a chatbot genai” suggesting that everyone hates it, but are satisfied with the “empathetic” responses that he can serve.
Given its new start is the construction of a customer service agent, you will expect Taylor to be evangelical about the potential of technology. And he did not disappoint: “I am more excited about great language models and this current technology wave more than any technology I can remember, perhaps since I discovered the internet when I was young,” he told the conference delegates.
Changing the step with client service generating agents he driven by him, against previous chatbots repetitions he is only a much higher level of skills-as can be “multilingual and immediate”.
“I think we are in this era now where these solutions are actually better than alternatives,” he said, adding: “We work with companies like Siriusxm in the United States, or ADT Home Security, where if your alarm stops working one he will help you, and you do not need to expect a field service team to come.
“And what is extraordinary for these agents is people actually like them.”
Supercharging customer experience
These most capable service bots are helping companies reduce customer service costs, which Taylor suggested will help set up the ribbon in general. “I think it will improve the customer’s experience for so many brands,” he said.
Bots that are very capable can lead to fresh challenges, however, he agreed, mentioning examples where the client’s support agent he has “halucined” reimbursement policies that do not exist in response to a client burial.
Brands that develop “guard tracks” suitable for their agents of it is thus an important part of the safe implementation of the vehicle, he said. But he was strong that this challenge would be reduced as customer service agents become increasingly adapted to the use of each brand and policies of each brand.
“In general, my philosophy is, don’t expect the technology to be perfect. In fact, it can never be perfect – but narrow the field you are working on in order to get these interactive problems and make them solvable,” he said.
“Instead of trying to solve all the problems in the world, you narrow it to one domain and say,” Hey, we will put some practical guards around it in order to solve problems now. “And I think this is an opportunity for every company at this conference,” he said. In addition to his company -focused client service that agent, he appointed him assistant Assistant Cursor and Tech Legal Tech Harvey supported by Openai as examples of the specialization of one who is successfully applying agents in a defined domain.
Taking Taylor how he can become seminal agents of he for brands in the future were also surprising maximum. “I think most companies, agents of it will actually be as important as their website or their mobile app in the percentage of interactions they have with their customers,” he said. “It wouldn’t surprise me for most brands here if, in fact, if soon five or 10 years ago, their agent of it is their main digital experience, which I think is very difficult to imagine now. But I really think the world is going here.”
How people interact with the agents he is likely to move, he also suggested, predicting that user interactions to interact with these bots will be more faded in the background, as technologists require ways to make it even easier to get into the technology tool.
“I think – I’m hopeful – everyone who looks at their screens all the time will start to merge as a social custom. And with the coming of the conversational one, when software can really understand how we talk, computers will melt, and the equipment will melt, and I think it will be very exciting,” he said. As a parent, he said, he hopes that his children “do not need to look at their entire life on the screen to engage with technology.”
Responsibility for reinstatement
But about the termination of customer service he could have agents at work?
Taylor said it is a valuable concern, but again expressed optimism that the change will ultimately be good for humanity – predicting that while some work roles will leave, new ones will open in their place. But he added that “technology manufacturers have a responsibility to have that conversation and not just to give technology.”
The great risk with a relocation of the job driven by him is that the necessary restoration will not be able to maintain the pace with the degree of change, he said. “When division occurs faster than society can restore, it is a divisive force. So, in essence, I think it requires public, private partnership. “
The moderator also asked the Openai board chair about the giant’s plan to pass a non -profit in a profit venture, which has attracted critical attention.
Taylor said that Openai’s declared mission to develop the general artificial intelligence that humanity benefits does not and will not change – even after he also said he has not yet decided what its future structure will be – but he chose to highlight the costs of developing the technology, which he said are “high enough”.
“At what we do, we want to strengthen that mission and this is the bar that we are keeping ourselves,” he said. “The mission will not change. And in fact, the structure … I hope, will improve that mission, and that is the way we are thinking about it. “
