Bret Taylor
speaker
508 appearances
1 recordings
1 series
first heard Sep 2024
last heard Sep 2024
Bret Taylor’s voice in public audio — every appearance, attributed to the second.
Trend
recordings per month · last 12 monthsNo recordings in the last 12 months.Older appearances are listed below; set an alert to hear about the next one.
Appearances
Technically speaking, there's not a huge difference between sort of a B2B company and a consumer company, except for the volume of customers that you have.
And I always like to think from first principles about what does this technology enable that was impossible before?
And if you think about the typical cost of a conversation, so if you call into a call center today, uh one of
The key metrics for most service teams is their cost per contact, which is like what is the all-in cost of the labor and the technology to fulfill that phone call?
You know, for most phone calls, it's called $13, you know, to service that phone call.
Now with AI, you can bring down that cost to well below a dollar, you know, and so all of a sudden you've literally decreased the cost of a conversation by an order of magnitude.
And so if you're just doing the math on on that, like what companies would benefit most from that cost.
And um, you know, I'm not sure depending on the math equation, it's either the numerator or the denominator, but if you're measuring in in millions of consumers, obviously the value is is really different for consumer companies.
For a lot of consumer brands, because having conversations is a really expensive thing to do, you don't necessarily make it easy, you know.
So um there's entire websites devoted to finding companies' phone numbers because often in some ways are really consumer friendly.
You push these towards these digital self-service experiences.
I'm really excited about now that having conversations with your customers is an order of magnitude cheaper, maybe you can do it in order of magnitude more.
You know, what does that actually mean?
So with these technology trends, I think you often start with just digitizing what you currently do.
But I actually think the second order fact will be, gosh, now that having a conversation isn't a formidable cost center, how do I actually want to incorporate having a conversation as a key part of my customer experience?
So going back to your question, I think that's a much more meaningfully different conversation with a large-scale consumer company than it is with, say, a B2B company with 100 customers.
It doesn't mean it's not valuable.
I just say the
level of impact and the difference in the decisions you make are are quite different.
One of the techniques, and I think you all have probably talked about on your podcast, that's very common today is it's what's called retrieval augmented generation.
Showing 81–100 of 508 · page 5 of 26
← Previous
Next →