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How Intuit killed the chatbot crutch – and built an agentic AI playbook you can copy
This is the inside story of Intuit's transformation journey with AI — including a grueling nine-month pivot to "burn the boats" and reinvent how the 40-year-old finance giant builds its products.
“When you take a beautiful, well-designed user interface and you simply plop human-like chat on the side, that doesn’t necessarily make it better,” Alex Balazs, Intuit ’s Chief Technology Officer, told VentureBeat. “The reaction on their faces is just magic.” Customer-Centric Design: This rapid feedback loop led to key innovations, including a “Slider of Autonomy,” a concept popularized by developer Andrej Karpathy in June. Intuit noticed that customers feared features that seemed “too magical,” so it gave them control over the level of AI intervention, ranging from full automation to manual review – creating a “smooth onramp” to trusting the agents.
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