Get the latest tech news

How Bret Taylor’s new company is rethinking customer experience in the age of AI

Bret Taylor's new startup, Sierra, is building autonomous AI agents that can help customers resolve issues and complete tasks without human help.

Whether or not that’s true, the two founders fundamentally see AI agents as a new technology category, providing an entirely new way for customers to interact with brands to improve their overall experience. Taylor believes that AI is fundamentally different from software as we’ve known it over the last 30 years, and it requires an educational component to help customers understand the power and the pitfalls. If the founders can find a way to adequately address the pitfalls of free-form, AI-driven, automated customer service agents, while staving off established enterprise competitors, it could be a successful startup, but like everything else involving AI, it still has to prove that it can do that — and do it consistently and at scale.

Get the Android app