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.
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Appearances
Um, and essentially what that means is uh you take a large language model, and rather than using the model and its innate knowledge from the pre-training process to emit answers, you combine that model with a database of content and you
Say, use the content as a source of truth, and you ask the model to summarize uh selected content from that database.
And that's kind of a roundabout way of saying if you can ground the agent and knowledge that you provide it, but also you can take off-the-shelf models and integrate it with proprietary business data.
So it's a really popular technique right now.
I would say that's a really exciting area, but what we found in practice is that broad.
Broad category of technology investment is woefully uh insufficient for almost any meaningful customer experience.
If you think
If you think about, you know, all of the interactions you've had with brands that you care about, what percentage of those conversations were asking questions?
Probably none of them.
It's all about taking action, right?
It's upgrading or downgrading a subscription, it's returning an order, it's a warranty exchange, it's a you know filing a claim with an insurance company.
All of those are not only not simply answering questions, but also taking action against probably 10 plus systems of record.
It's probably a very complex process.
Often that process has both business goals.
You know, how do we prevent you from canceling or convince you not to?
There's probably compliance goals.
If you imagine being a you know HIPAA compliant, you know, uh healthcare adjacent firm, you have a lot of restrictions on what you can and can't do.
You might be in a truly regulated industry.
And all of that means that you know this idea of sort of
Building agents that can be grounded in content is a great demo, but actually not necessarily an impactful product.
Showing 101–120 of 508 · page 6 of 26
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