Transforming Customer Service through Company Agents, with Sierra’s Bret Taylor

Bret Taylor, Cofounder of Sierra, Chairman of the board at OpenAI, and former co-CEO of Salesforce and CTO of Facebook, joins Sarah and Elad in this week’s episode of No Priors. Bret discusses building company-branded AI agents with unique personalities, goals, and guardrails at Sierra, and their potential to revolutionize customer engagement while cutting costs. The conversation explores the next sectors for enterprise AI adoption, building resilient AI products, and the parallels between today’s AI market and the evolution of the cloud industry. Bret also shares his unique insights on future business models and upcoming technology shifts. Sign up for new podcasts every week. Email feedback to show@no-priors.com Follow us on Twitter: @NoPriorsPod | @Saranormous | @EladGil | @Btaylor Show Notes: (0:00) Intro (0:42) Defining agentic systems and types of agents (3:55) Customer-facing company agents (5:43) Sierra AI (8:11) Transforming customer service and reducing costs (9:57) Challenges in implementing LLMs for company agents (14:45) Drawing parallels between AI and the cloud market’s evolution (17:50) Future of the AI landscape (19:15) Building durable AI products (24:39) Outcome-based business models and tangible ROI in AI solutions (29:22) Next wave of AI sectors for enterprise adoption (31:15) Customizing goals and guardrails with customers (35:55) Creating distinct personalities for Sierra's agents (41:05) Bret’s insights on upcoming technology and hardware shifts (46:50) How AI software could enhance human agency