OpenAI's Bret Taylor sees AI agents revolutionizing customer service.
Matilda
OpenAI Chairman Bret Taylor Bullish on AI Agents
We still didn’t get a straight-up definition of exactly what an AI agent is during Bret Taylor’s Mobile World Congress fireside chat in Barcelona on Tuesday. The Sierra founder and OpenAI board chair preferred to sidestep CNN moderator Anna Stewart’s question asking how “agentic AI” is “any different to a GenAI chatbot” by suggesting everyone hates the former but is delighted by the “empathetic” responses AI agents can serve up. Image Credits:Thibault Camus / AP Photo Given his new startup is building a customer service AI agent, you’d expect Taylor to be evangelical about the tech’s potential. And he did not disappoint: “I am more excited about large language models and this current wave of technology more than any technology I can remember, perhaps since I discovered the internet when I was a teenager,” he told conference delegates. The step change with generative AI-fueled customer service AI agents versus earlier iterations of AI chatbots is just a much higher level of capability — s…
