Rebecca Hinds: evaluation

Transcript context

…One thing I also wanted to double back on and get a little more color commentary is you said that the most successful organizations, you're seeing this pattern of people relating to the AIs as teammates, but not necessarily peers. I'd love to hear a little bit more about that. And maybe you could fill in some of the details with what is your experience of using Glean at Glean like today. You obviously have human teammates, you have AIs, presumably these AIs have as good of an integration into the deep context of Glean as any AIs anywhere could possibly have. So what is your mental model for like when you go to an AI, when you go to a person, when you start a group chat between you and another person and the AI? What's the difference also between the sort of you, Rebecca, extension AI versus the, I don't know, is it a central like Glean bot that is the company-wide version? I guess paint a picture of your present is everybody else's future, right? So tell us what's going on at Glean now so people can have a little more concrete sense of what they're going to be walking into. Sure, and this is a nuanced argument for sure. And I think I've done enough research on this sort of mental model I did in a previous life. I did some research with colleagues with Carol Dweck at Stanford, her lab on mindsets and the importance of this psychological framing. What we're seeing in practice, and I'm not convinced this won't change, But when we think about the mental model of a teammate, that is extremely valuable right now because it gives employees something concrete to explain, how do I think about this thing in my day-to-day work? And in particular, we see when employees adopt that teammate mentality, They're not treating the technology as transactional, right? It's not like a hammer or a calculator, something you can pick up, use and put down, right? Treating it as a teammate means you're not expecting the perfect answer. You're not expecting the technology to work perfectly. The teammate is in the interaction. If it knows enough about me, so the Glean assistant is my personal assistant, my teammate that I go to every hour of the day for things I need help with and to move work forward. The danger of the teammate mentality in practice when we think about the psychological aspect is deflecting blame. This isn't a human teammate where if the AI makes a mistake, we can blame the human. And Paul Leonardi, who I mentioned, he's done fascinating research to show when a human screws up, if I have an assistant and the assistant makes a mistake, a human assistant, we blame the human assistant. When an AI makes a mistake, we blame the human as well. If we're on the receiving end, unfortunately, as we're deploying these tools, so often we think that, oh, this person, this AI is agentic, it has agentic capabilities, we can deflect blame. No, that's not the case. So that's the danger of the metaphor. But in terms of Glean, the assistant knows enough about me. It also, I use it all the time when I'm wanting to do a lot of executive type communication, upward reporting, for example, every executive likes to consume information in a different way. And so being able to ask my glean assistant, okay, what is the preferred mode of consumption for this executive versus this executives is very helpful. As I was joining the organization, I'm about 11 years, 11 months in, feels like 11 years some days. It's, I'm able to query the AI and understand the institutional context that came before me. I'm able to, I wrote an article on this, I'm able to understand not only what was a decision made around this, why did we launch this specific feature, who are our customers, what's our product roadmap, all of those things are super important. But I also asked it, what makes a successful employee successful at Glean? And it was able to understand from the culture, this is what the successful employees do differently. And I fundamentally acted a little bit differently because of that, knowing what the culture rewards. So that becomes really exciting. Could you share a little bit, I don't know if it's too close to the secret sauce, but could you share a little bit more about what Glean AI said makes an employee successful at Glean?…

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