Irina Gutman

But once those instructions are provided, that agent is able to assist us in a way that literally translates to human plus AI versus human is in the loop or in the hell making decisions for AI. Mm-hmm.

But once those instructions are provided, that agent is able to assist us in a way that literally translates to human plus AI versus human is in the loop or in the hell making decisions for AI. Mm-hmm.

But once those instructions are provided, that agent is able to assist us in a way that literally translates to human plus AI versus human is in the loop or in the hell making decisions for AI. Mm-hmm.

So I think the thing about this is it's much more analogous to an actual human or an employee or a customer experience agent. If we think about here's the guardrails, here's the types of things we want you to answer. Here's how we want you to answer them. Now, instead of saying, yes, answer it, we're saying, okay, you answered this. I'm going to give you feedback so you can do it better next time.

So I think the thing about this is it's much more analogous to an actual human or an employee or a customer experience agent. If we think about here's the guardrails, here's the types of things we want you to answer. Here's how we want you to answer them. Now, instead of saying, yes, answer it, we're saying, okay, you answered this. I'm going to give you feedback so you can do it better next time.

So I think the thing about this is it's much more analogous to an actual human or an employee or a customer experience agent. If we think about here's the guardrails, here's the types of things we want you to answer. Here's how we want you to answer them. Now, instead of saying, yes, answer it, we're saying, okay, you answered this. I'm going to give you feedback so you can do it better next time.

Because it's... really being like trained through those types of interactions of feedback where it's operating on its own. We don't have to say, yes, go do that. It's doing it, but we now need to work with it in helping it to grow.

Because it's... really being like trained through those types of interactions of feedback where it's operating on its own. We don't have to say, yes, go do that. It's doing it, but we now need to work with it in helping it to grow.

Because it's... really being like trained through those types of interactions of feedback where it's operating on its own. We don't have to say, yes, go do that. It's doing it, but we now need to work with it in helping it to grow.

Absolutely. And before we talk about agent as potentially when people refer to it as digital labor, I think it would be helpful to understand main components of an agent. Because that will help us have conversation about agent being that digital employee. Agents have five components. We're going to start with role. Just like a human will have a job description,

Absolutely. And before we talk about agent as potentially when people refer to it as digital labor, I think it would be helpful to understand main components of an agent. Because that will help us have conversation about agent being that digital employee. Agents have five components. We're going to start with role. Just like a human will have a job description,

Absolutely. And before we talk about agent as potentially when people refer to it as digital labor, I think it would be helpful to understand main components of an agent. Because that will help us have conversation about agent being that digital employee. Agents have five components. We're going to start with role. Just like a human will have a job description,

an agent is going to play a specific role. For example, let's say this is going to be a customer service agent. And the job of this customer service agent is to answer a specific set of customer questions. So we just define the role of an agent. Next step is action. What is it actually going to do?

an agent is going to play a specific role. For example, let's say this is going to be a customer service agent. And the job of this customer service agent is to answer a specific set of customer questions. So we just define the role of an agent. Next step is action. What is it actually going to do?

an agent is going to play a specific role. For example, let's say this is going to be a customer service agent. And the job of this customer service agent is to answer a specific set of customer questions. So we just define the role of an agent. Next step is action. What is it actually going to do?

Well, we want it to answer FAQ, frequently asked questions, and we want it to do certain things based on the instructions that we're going to do, that we're going to give it. And we also don't want it to do certain things. So actions are based on instructions that provide the agent. And it always includes things that we wanted to do and absolutely things that we don't want it to do.

Well, we want it to answer FAQ, frequently asked questions, and we want it to do certain things based on the instructions that we're going to do, that we're going to give it. And we also don't want it to do certain things. So actions are based on instructions that provide the agent. And it always includes things that we wanted to do and absolutely things that we don't want it to do.

Well, we want it to answer FAQ, frequently asked questions, and we want it to do certain things based on the instructions that we're going to do, that we're going to give it. And we also don't want it to do certain things. So actions are based on instructions that provide the agent. And it always includes things that we wanted to do and absolutely things that we don't want it to do.

Which brings me to our next component. It is called guardrails. Guardrails are super, super critical. When you're putting autonomous technology in front of a customer, and by the way, we'll talk about it, agent being assistive internal to the company versus customer facing agent.

Which brings me to our next component. It is called guardrails. Guardrails are super, super critical. When you're putting autonomous technology in front of a customer, and by the way, we'll talk about it, agent being assistive internal to the company versus customer facing agent.