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Gusto’s head of technology says hiring an army of specialists is the wrong approach to AI
As founders plan for an increasingly AI-centric future, Gusto co-founder and head of technology Edward Kim said that cutting existing teams and hiring a
As founders plan for an increasingly AI-centric future, Gusto co-founder and head of technology Edward Kim said that cutting existing teams and hiring a bunch of specially trained AI engineers is “the wrong way to go.” Kim also said that the company is seeing that “people who are not software engineers, but a little technically minded, are able to build really powerful and game-changing AI applications,” such as CoPilot — a customer experience tool that was rolled out to the Gusto CX team in June and is already seeing between 2,000 and 3,000 interactions per day. Not everyone is technically minded like Eric, but we have found a way at Gusto to leverage the domain knowledge expertise of non-technical folks in the company, especially in our customer support team, to help us build more powerful AI applications, and in particular, enable Gus to do more and more things.
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