AkhenOsiris
Q: You’ve said that this will put some call center workers out of business, but it will also create new jobs. I agree but do you have any ideas of what those new jobs will be?
Bret: One of our design partners, the customer experience team, they’re in the operations part of the customer service team. They were doing quality assurance on the agent, including both before and after launch, reporting issues with live conversations. They refer to themselves now as the AI architects and their main job is actually shaping and changing the behavior of the AI. We’ve embraced that.
With our new customers, we talk about how you need to have some people adopt this AI architect role. The exciting part for me is what is the webmaster of AI? Not the computer science person who’s making the hardcore HTTP server, but the person whose actual job it is to help a company get their stuff up and running, and maintain it.
We love this idea of an AI architect, but I think it requires technology companies to create tools that are accessible to people who are not technologists so that they can be a part of this. I actually was really inspired by the role of Salesforce administrator. It would surprise me if it weren’t one of the top 10 jobs on Indeed still to this day. And the role of a Salesforce administrator is a low code, no code job to set up Salesforce for people.
If you talk to Salesforce administrators, 99% of them made a mid-career transition to that role. Everything from manicurists to accidental admin, like your boss says, ‘hey, we have the Salesforce thing, you mind maintaining it?’ Ten years later, they have a higher salary and they’re part of this ecosystem.
It’s important as technology companies, we’re creating those opportunities to have on-ramps for people from operational roles around service to benefit from the rising tide of all the investment in this space. It will be disruptive, though. I don’t know the history of the automated teller machine very well. I imagine there was a point where it was disruptive. And it’s very easy to say now that bank employees didn’t go down. What about the week you put it in? Was that moment disruptive? It probably was.
We shouldn’t be insensitive to the fact that when you start answering 70% of conversations with an AI, there’s probably a person on the other side that’s getting less traffic. semafor.com/article/02/21/20…
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Q: You’ve said that this will put some call center workers out of business, but it will also create new jobs. I agree but do you have any ideas of what those new jobs will be?
Bret: One of our design partners, the customer experience team, they’re in the operations part of the customer service team. They were doing quality assurance on the agent, including both before and after launch, reporting issues with live conversations. They refer to themselves now as the AI architects and their main job is actually shaping and changing the behavior of the AI. We’ve embraced that.
With our new customers, we talk about how you need to have some people adopt this AI architect role. The exciting part for me is what is the webmaster of AI? Not the computer science person who’s making the hardcore HTTP server, but the person whose actual job it is to help a company get their stuff up and running, and maintain it.
We love this idea of an AI architect, but I think it requires technology companies to create tools that are accessible to people who are not technologists so that they can be a part of this. I actually was really inspired by the role of Salesforce administrator. It would surprise me if it weren’t one of the top 10 jobs on Indeed still to this day. And the role of a Salesforce administrator is a low code, no code job to set up Salesforce for people.
If you talk to Salesforce administrators, 99% of them made a mid-career transition to that role. Everything from manicurists to accidental admin, like your boss says, ‘hey, we have the Salesforce thing, you mind maintaining it?’ Ten years later, they have a higher salary and they’re part of this ecosystem.
It’s important as technology companies, we’re creating those opportunities to have on-ramps for people from operational roles around service to benefit from the rising tide of all the investment in this space. It will be disruptive, though. I don’t know the history of the automated teller machine very well. I imagine there was a point where it was disruptive. And it’s very easy to say now that bank employees didn’t go down. What about the week you put it in? Was that moment disruptive? It probably was.
We shouldn’t be insensitive to the fact that when you start answering 70% of conversations with an AI, there’s probably a person on the other side that’s getting less traffic. semafor.com/article/02/21/20…
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AkhenOsiris
Sierra founders interviewed by Semafor:
Q: When people think of automated customer service, the thought is, ‘how do I get to a real person in the quickest way?’ Are you seeing evidence that people might enjoy talking to a robot more than a person?
Bret: That’s definitely our ambition. So Weight Watchers, the AI in their app is handling over 70% of conversations completely autonomously. And it’s a 4.6 out of 5-star customer satisfaction score, which is remarkable. OluKai, over Black Friday, Cyber Monday, we handled over half their cases with a 4.5 out of 5 customer satisfaction score. The joke we all say is if you surveyed anybody, ‘Do you like talking to a customer support chatbot?’, you could not find a person who says ‘yes.’
I think if you survey people about ChatGPT, you get the inverse. Everyone loves it, even with its flaws, and hallucinations. It’s delightful. It’s fun. That’s why it’s so popular. One of our big challenges will be to shift the perception of chatting with an AI. At our company, we don’t use the word bot, because we’ve found that consumers associate it with the old technology.
So our customers get to name their agent, but we usually refer to it as an AI or an agent or a virtual agent, to try to make sure that the brand association is ‘hey, it’s this new thing, it’s this fun, delightful, empathetic thing, not that old, robotic thing.’ But it’ll be an interesting challenge.
Our AI agents are always on, faster, more delightful than having to wait on hold, not because the agent on the other side is bad. But you don’t have to wait on hold. It’s instantaneous. It’s faster. I hope that we end up where people are like ‘ don’t you have an AI I can talk to? Are you kidding me? I have to talk to a real person?’ I don’t think we’re there, and I think there’ll be a bit of a cultural shift. We’ve even talked about how do you actually know you’re talking to one of the good ones versus the old bad ones? Because they kind of look the same. But you know it when you see it.
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Sierra founders interviewed by Semafor:
Q: When people think of automated customer service, the thought is, ‘how do I get to a real person in the quickest way?’ Are you seeing evidence that people might enjoy talking to a robot more than a person?
Bret: That’s definitely our ambition. So Weight Watchers, the AI in their app is handling over 70% of conversations completely autonomously. And it’s a 4.6 out of 5-star customer satisfaction score, which is remarkable. OluKai, over Black Friday, Cyber Monday, we handled over half their cases with a 4.5 out of 5 customer satisfaction score. The joke we all say is if you surveyed anybody, ‘Do you like talking to a customer support chatbot?’, you could not find a person who says ‘yes.’
I think if you survey people about ChatGPT, you get the inverse. Everyone loves it, even with its flaws, and hallucinations. It’s delightful. It’s fun. That’s why it’s so popular. One of our big challenges will be to shift the perception of chatting with an AI. At our company, we don’t use the word bot, because we’ve found that consumers associate it with the old technology.
So our customers get to name their agent, but we usually refer to it as an AI or an agent or a virtual agent, to try to make sure that the brand association is ‘hey, it’s this new thing, it’s this fun, delightful, empathetic thing, not that old, robotic thing.’ But it’ll be an interesting challenge.
Our AI agents are always on, faster, more delightful than having to wait on hold, not because the agent on the other side is bad. But you don’t have to wait on hold. It’s instantaneous. It’s faster. I hope that we end up where people are like ‘ don’t you have an AI I can talk to? Are you kidding me? I have to talk to a real person?’ I don’t think we’re there, and I think there’ll be a bit of a cultural shift. We’ve even talked about how do you actually know you’re talking to one of the good ones versus the old bad ones? Because they kind of look the same. But you know it when you see it.
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AkhenOsiris
$SE
JPMorgan lowered the firm's price target on Sea Limited to $40 from $42 and keeps a Neutral rating on the shares. The analyst also placed Sea shares on "Negative Catalyst Watch" ahead of the Q4 results on March 4. The firm believes Sea's Q4 e-commerce adjusted EBITDA could miss the median buy-side expectations.
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$SE
JPMorgan lowered the firm's price target on Sea Limited to $40 from $42 and keeps a Neutral rating on the shares. The analyst also placed Sea shares on "Negative Catalyst Watch" ahead of the Q4 results on March 4. The firm believes Sea's Q4 e-commerce adjusted EBITDA could miss the median buy-side expectations.
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BizToc
3) Mali's Energy Crisis Deepens —
With power cuts worsening, Mali announces a revamp of its energy sector debt to alleviate the country's electricity woes. #MaliEnergy
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3) Mali's Energy Crisis Deepens —
With power cuts worsening, Mali announces a revamp of its energy sector debt to alleviate the country's electricity woes. #MaliEnergy
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BizToc
2) Germany's Economy Hits Rough Seas —
Amidst economic challenges, Germany slashes growth forecasts and acknowledges the economy is navigating troubled waters. #GermanyEconomy
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2) Germany's Economy Hits Rough Seas —
Amidst economic challenges, Germany slashes growth forecasts and acknowledges the economy is navigating troubled waters. #GermanyEconomy
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Offshore
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BizToc
📰 BizToc.com Hourly News Flash
1) Fed's Caution on Rate Cuts Echoed in Minutes —
Federal Reserve officials stress potential risks of easing monetary policy too quickly, focusing on inflation concerns. #MonetaryPolicy
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📰 BizToc.com Hourly News Flash
1) Fed's Caution on Rate Cuts Echoed in Minutes —
Federal Reserve officials stress potential risks of easing monetary policy too quickly, focusing on inflation concerns. #MonetaryPolicy
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The Long Investor
$NVDA rinse and repeat.
They needed to drive the price down yesterday because of the short week.
One more leg up in the market is on the cards now
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$NVDA rinse and repeat.
They needed to drive the price down yesterday because of the short week.
One more leg up in the market is on the cards now
Market Makers pushing Semi's down today to buy, to get maximum returns if $NVDA beat tomorrow.
It needed to be done today.
Rinse and repeat. - The Long Investortweet
Offshore
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Offshore
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AkhenOsiris
Who's gonna tell Mikey about the AI bubble 💭
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Who's gonna tell Mikey about the AI bubble 💭
"While the back end of the bond market has reacted to this potentially slower pace of cuts, equity valuations have not, creating a divergence that could be reconciled either via lower rates or lower multiples."
- MS Mike Wilson - Daily Chartbooktweet