Bret Taylor: belief

Transcript context

…You think this, what customer is built on Sierra, your aspiration is that it just becomes sometimes the primary way people deal with the company? I think a company's AI agent will be the vast majority of their digital interactions. I think digital has come to include the telephone. That's a big shift because we think of that differently. That's a huge change just because the bigger shift... Customer service, which is one big part of what we do, but not the only thing we do, has traditionally been thought of as a cost center because it's really expensive. I'm sure you have people answering the phone for your clients, and depending on where they're located and how well-trained they have to be, like how simple is the case? It can cost $10, $20. It can be much less if it's a more simple case. You have some customers who pay you millions of dollars, and you'll answer the phone anytime they call, and you might have one that has not even started monetizing yet. You might want to call them, but there's a limit to literally how much you can afford to talk to that person and still have a profitable business. I always joke, it's probably easier for you and me to call Sundar than to get Google customer service on the phone. It's very hard to get Google customer service on the phone.…

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