Bret Taylor

You know, if you think about designing a website or designing a marketing campaign, you can have quite a bit of control over it. You can sort of enumerate all the different permutations that your customers might see.

You know, if you think about designing a website or designing a marketing campaign, you can have quite a bit of control over it. You can sort of enumerate all the different permutations that your customers might see.

You know, if you think about designing a website or designing a marketing campaign, you can have quite a bit of control over it. You can sort of enumerate all the different permutations that your customers might see.

You know, an AI agent, in addition to your consumers being able to say whatever they choose to, the agent, the more you give it agency, the more it will have empathy and feel delightful, but the less control you'll have over it. So the really interesting discussion we have with our customers is,

You know, an AI agent, in addition to your consumers being able to say whatever they choose to, the agent, the more you give it agency, the more it will have empathy and feel delightful, but the less control you'll have over it. So the really interesting discussion we have with our customers is,

You know, an AI agent, in addition to your consumers being able to say whatever they choose to, the agent, the more you give it agency, the more it will have empathy and feel delightful, but the less control you'll have over it. So the really interesting discussion we have with our customers is,

If you want your agent to have a ton of personality and a ton of empathy, you probably need to turn the knob up on agency. But with that comes risk. You can turn the knob all the way down to zero, which, by the way, our platform supports for the high-risk cases. There's some cases where you don't want a ton of creativity or non-determinism. But in that case, your agent might sound more robotic.

If you want your agent to have a ton of personality and a ton of empathy, you probably need to turn the knob up on agency. But with that comes risk. You can turn the knob all the way down to zero, which, by the way, our platform supports for the high-risk cases. There's some cases where you don't want a ton of creativity or non-determinism. But in that case, your agent might sound more robotic.

If you want your agent to have a ton of personality and a ton of empathy, you probably need to turn the knob up on agency. But with that comes risk. You can turn the knob all the way down to zero, which, by the way, our platform supports for the high-risk cases. There's some cases where you don't want a ton of creativity or non-determinism. But in that case, your agent might sound more robotic.

You might sort of regress back to the chatbots of a few years ago. So we don't come in necessarily with a prescriptive view on what's right for a particular customer workflow or a particular brand, but it's a really interesting discussion.

You might sort of regress back to the chatbots of a few years ago. So we don't come in necessarily with a prescriptive view on what's right for a particular customer workflow or a particular brand, but it's a really interesting discussion.

You might sort of regress back to the chatbots of a few years ago. So we don't come in necessarily with a prescriptive view on what's right for a particular customer workflow or a particular brand, but it's a really interesting discussion.

And I think that just like the concept of a user experience designer was a new category of job as the web took off, it wasn't just the domain of box software to design user interfaces. We think that there's a role of an agent engineer who builds these agents on their platform. We think there's a role of an AI architect

And I think that just like the concept of a user experience designer was a new category of job as the web took off, it wasn't just the domain of box software to design user interfaces. We think that there's a role of an agent engineer who builds these agents on their platform. We think there's a role of an AI architect

And I think that just like the concept of a user experience designer was a new category of job as the web took off, it wasn't just the domain of box software to design user interfaces. We think that there's a role of an agent engineer who builds these agents on their platform. We think there's a role of an AI architect

who's a customer experience leader, whose job is to do the conversation design and shape the behavior of these agents. And we're essentially building in products and tools for these different new types of jobs that we think are just as meaningful as UI designer or web developer. And I think that's really exciting. But it's also creating this natural tension at our customers.

who's a customer experience leader, whose job is to do the conversation design and shape the behavior of these agents. And we're essentially building in products and tools for these different new types of jobs that we think are just as meaningful as UI designer or web developer. And I think that's really exciting. But it's also creating this natural tension at our customers.

who's a customer experience leader, whose job is to do the conversation design and shape the behavior of these agents. And we're essentially building in products and tools for these different new types of jobs that we think are just as meaningful as UI designer or web developer. And I think that's really exciting. But it's also creating this natural tension at our customers.

And I mean tension not in the personal way, but just actual intellectual tension, which is How much agency do we want to afford our AI? And making the guardrails more narrow makes the agent slightly less delightful, but making them more broad reduces control. And that's such an interesting discussion to have with brands.

And I mean tension not in the personal way, but just actual intellectual tension, which is How much agency do we want to afford our AI? And making the guardrails more narrow makes the agent slightly less delightful, but making them more broad reduces control. And that's such an interesting discussion to have with brands.