Chamath

And you can go to Mearsheimer.ai and ask it questions. And it will tell you the answers in his voice because we cloned his voice using Resemble AI. Anyway, so AI can do voice now. And it can be trained extremely well on large data sets to give you answers to questions, which is pretty much what customer support is.

And you can go to Mearsheimer.ai and ask it questions. And it will tell you the answers in his voice because we cloned his voice using Resemble AI. Anyway, so AI can do voice now. And it can be trained extremely well on large data sets to give you answers to questions, which is pretty much what customer support is.

So I think it's now becoming clear that I think within the next two to three years, you're going to see a massive disruption in that industry.

So I think it's now becoming clear that I think within the next two to three years, you're going to see a massive disruption in that industry.

I agree with that massively. And I think there's another underreported story, which is People don't like to call and talk to a customer service agent, like an actual human, if they can avoid it. They would much rather go on YouTube and say, how do I fix this? Or ask ChatGPT, how do I fix this? It's like, I don't want to waste another person's time. Just give me the answer as quick as possible.

I agree with that massively. And I think there's another underreported story, which is People don't like to call and talk to a customer service agent, like an actual human, if they can avoid it. They would much rather go on YouTube and say, how do I fix this? Or ask ChatGPT, how do I fix this? It's like, I don't want to waste another person's time. Just give me the answer as quick as possible.

And AI will give you the answer quicker. YouTube will give you the answer quicker. I've had so many times where I have people who work for me who are like, I don't know how to do that. And I literally would walk up to their computer and load YouTube and type in, how do I blank and there's a video there, watch it on two speed, you can do it.

And AI will give you the answer quicker. YouTube will give you the answer quicker. I've had so many times where I have people who work for me who are like, I don't know how to do that. And I literally would walk up to their computer and load YouTube and type in, how do I blank and there's a video there, watch it on two speed, you can do it.

That's what's, you know, gonna also kill this, like, I don't want to talk to a human, just change my flight, just You know, answer my question.

That's what's, you know, gonna also kill this, like, I don't want to talk to a human, just change my flight, just You know, answer my question.

Yeah, I mean, you talk about disruption. Call centers are a very big part of the economy in certain geographies. Denver, Salt Lake, I mean, parts of Florida. Yeah, exactly. It's a really big deal. If like half the cost gets ripped out of those call centers.

Yeah, I mean, you talk about disruption. Call centers are a very big part of the economy in certain geographies. Denver, Salt Lake, I mean, parts of Florida. Yeah, exactly. It's a really big deal. If like half the cost gets ripped out of those call centers.

Where would you move those people?

Where would you move those people?

If you had your choice, could they move to sales? Well, I think sales will be the one that's disrupted after customer support. But I don't know. I think it's going to be very disruptive. One of the reasons I think this is, in the early days of LLMs, people were saying that legal services would be disrupted. And you saw some very highly valued startups rocketing up based on that.

If you had your choice, could they move to sales? Well, I think sales will be the one that's disrupted after customer support. But I don't know. I think it's going to be very disruptive. One of the reasons I think this is, in the early days of LLMs, people were saying that legal services would be disrupted. And you saw some very highly valued startups rocketing up based on that.

I think the problem with that is the error rate. So when you think about AI applications, you have to think about what is the tolerable error rate that the industry will allow? Because we know that AIs get things wrong, they can hallucinate. And you're never going to be able to make it perfect. I mean, you can improve the quality, but it's still going to have some errors.

I think the problem with that is the error rate. So when you think about AI applications, you have to think about what is the tolerable error rate that the industry will allow? Because we know that AIs get things wrong, they can hallucinate. And you're never going to be able to make it perfect. I mean, you can improve the quality, but it's still going to have some errors.

And when you're dealing with like legal services, for example, you just can't have mistakes. This is not tolerated. However, customer support is different. Customer support is already organized into levels. Level one, level two, level three, based on difficulty. And there's already, in a sense, a mechanism for failover.

And when you're dealing with like legal services, for example, you just can't have mistakes. This is not tolerated. However, customer support is different. Customer support is already organized into levels. Level one, level two, level three, based on difficulty. And there's already, in a sense, a mechanism for failover.