Bret Taylor

And the hard challenge there is how do you enable businesses to express their goals and guardrails effectively?

When I think of rules, just imagine you're a retail website. You probably have a menu at the top left and you click it and it has the ability to sort of filter down all the items that you sell. Men, women, shoes, socks, pants, that type of thing. You probably experience this. You've essentially enumerated the rules by which people engage with your site. Here's the categories.

When I think of rules, just imagine you're a retail website. You probably have a menu at the top left and you click it and it has the ability to sort of filter down all the items that you sell. Men, women, shoes, socks, pants, that type of thing. You probably experience this. You've essentially enumerated the rules by which people engage with your site. Here's the categories.

When I think of rules, just imagine you're a retail website. You probably have a menu at the top left and you click it and it has the ability to sort of filter down all the items that you sell. Men, women, shoes, socks, pants, that type of thing. You probably experience this. You've essentially enumerated the rules by which people engage with your site. Here's the categories.

Here's what you can click. You could probably have someone actually click through all possible pages on your site and verify that they look correct if you wanted to. Now imagine you put an AI agent on your site. It's a free form text box. People can type whatever they want. If you explicitly enumerate all the things the agent can say, it's going to feel like a robot.

Here's what you can click. You could probably have someone actually click through all possible pages on your site and verify that they look correct if you wanted to. Now imagine you put an AI agent on your site. It's a free form text box. People can type whatever they want. If you explicitly enumerate all the things the agent can say, it's going to feel like a robot.

Here's what you can click. You could probably have someone actually click through all possible pages on your site and verify that they look correct if you wanted to. Now imagine you put an AI agent on your site. It's a free form text box. People can type whatever they want. If you explicitly enumerate all the things the agent can say, it's going to feel like a robot.

And that's essentially what chatbots from like three or four years ago felt like. And actually, in fact, many of them had almost like the multiple choice options available to you because they couldn't figure out how to express that universe, nor did they have the natural language understanding to create a meaningful experience.

And that's essentially what chatbots from like three or four years ago felt like. And actually, in fact, many of them had almost like the multiple choice options available to you because they couldn't figure out how to express that universe, nor did they have the natural language understanding to create a meaningful experience.

And that's essentially what chatbots from like three or four years ago felt like. And actually, in fact, many of them had almost like the multiple choice options available to you because they couldn't figure out how to express that universe, nor did they have the natural language understanding to create a meaningful experience.

So with an agent, you want to enable the AI to have agency and creativity to actually understand and really comprehend what the customer's problem is. But then once you go to, say, a let's just say you're a streaming service and you want to use your agent to process cancellations.

So with an agent, you want to enable the AI to have agency and creativity to actually understand and really comprehend what the customer's problem is. But then once you go to, say, a let's just say you're a streaming service and you want to use your agent to process cancellations.

So with an agent, you want to enable the AI to have agency and creativity to actually understand and really comprehend what the customer's problem is. But then once you go to, say, a let's just say you're a streaming service and you want to use your agent to process cancellations.

So when someone wants to cancel their account, probably the thing you should do is ask why you might want to offer a discount. And if the person doesn't still wants to cancel, you might want to cancel their subscription.

So when someone wants to cancel their account, probably the thing you should do is ask why you might want to offer a discount. And if the person doesn't still wants to cancel, you might want to cancel their subscription.

So when someone wants to cancel their account, probably the thing you should do is ask why you might want to offer a discount. And if the person doesn't still wants to cancel, you might want to cancel their subscription.

The goal might be to process the cancellation and the goal, and you probably want to afford the AI agent some creativity on how to present those discounts to really do some discovery like a good salesperson was on like what value you hope to get from the streaming service, you know, things like that. And then eventually you want to cancel.

The goal might be to process the cancellation and the goal, and you probably want to afford the AI agent some creativity on how to present those discounts to really do some discovery like a good salesperson was on like what value you hope to get from the streaming service, you know, things like that. And then eventually you want to cancel.

The goal might be to process the cancellation and the goal, and you probably want to afford the AI agent some creativity on how to present those discounts to really do some discovery like a good salesperson was on like what value you hope to get from the streaming service, you know, things like that. And then eventually you want to cancel.

Within that, there's lots of areas where you want to afford the AI agency and creativity, just like a really good salesperson would have that conversation with you. And in an empathetic, not pushy way, just try to figure out if there's a way to retain you as a customer. And that's nuanced, right? Empathetic, not pushy. That's where you need to get a lot of agency.