@FinanceYF5: Sierra co-founder Bret Taylor: Within 3-4 years, businesses without AI customer service will be actively abandoned by consumers. "No OpenTable for restaurant booking? I'm out." The difference between today's AI agents and voice bots from three years ago is the gap between a horse-drawn carriage and a flying car. Can you still accept waiting for human service?
Summary
Bret Taylor, co-founder of Sierra, predicts that within 3-4 years, consumers will abandon businesses that lack AI customer service, comparing the leap from 3-year-old voice bots to modern AI agents as the difference between a horse-drawn carriage and a flying car.
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Sierra Co-founder Bret Taylor: Within 3-4 years, businesses without AI customer service will be actively abandoned by consumers.
“Can’t book a restaurant on OpenTable? Gone.”
The difference between today’s AI agents and the voice bots from three years ago is the gap between a horse-drawn carriage and a flying car.
Can you still put up with waiting for a human? https://t.co/62l3FXknuv
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The article notes that the cost of replacing human employees with AI may be comparable to or higher than that of real employees, and humans have an inherent preference for human interaction. Thus, large-scale AI substitution faces two significant hurdles: cost and user experience.