In a recent episode of Decoder, host Alex Heath interviewed Bret Taylor, CEO of AI startup Sierra and chairman of OpenAI, at a live event in San Francisco. Taylor has significant experience in the tech industry, having worked as an early engineer at Google, co-founded FriendFeed (which was later sold to Facebook), and founded Quip, which Salesforce acquired. After serving as co-CEO of Salesforce, Taylor launched Sierra, which aims to innovate customer support through AI technology.
Taylor discussed Sierra’s mission and the insights he gained during his transition from Salesforce. He expressed that his decision to start Sierra coincided with the emergence of AI technologies, particularly large language models like ChatGPT, which he found transformative. He and his co-founder, Clay Bavor, identified the potential for AI to reshape business operations, leading them to create Sierra.
The startup recently raised a funding round, elevating its valuation to $10 billion. Taylor explained how Sierra’s approach differs from traditional software firms by charging customers only for outcomes achieved through their AI agents, rather than a flat fee. This model emphasizes accountability, as companies only incur costs when the AI successfully resolves customer issues.
Sierra’s clients range from large enterprises to well-known brands, utilizing AI agents to engage with millions of customers efficiently. Taylor posited that as AI alters service economics, large companies can better interact with their consumer base, thus enhancing customer experience and retention.
The conversation also highlighted the challenges of ensuring ethical AI development, particularly as Taylor engages with OpenAI’s mission. He expressed optimism about the future of AI, acknowledging that the technology is still evolving and that specific complexities need addressing, such as regulatory compliance in sectors like healthcare and finance.
As Taylor concluded, he noted that various challenges remain in AI deployment, but significant opportunities exist for those willing to adapt and innovate in the enterprise landscape.
Source: https://www.theverge.com/decoder-podcast-with-nilay-patel/773904/sierra-ceo-bret-taylor-ai-agents-openai-bubble-interview