No Priors: Artificial Intelligence | Technology | Startups
00:18:14 · Mati Staniszewski
[00:18:14] S1: Yeah. So exactly. Customer support is probably the one that's kicking off the quickest, and that's the one that we see overtaken so many use cases, whether it's for our work with Cisco or Twilio or Telus Digital, all of all of them are kind of elevating that to a high extent. I think the second exciting piece within that domain, is happening is the shift from effectively a reactive customer support, I have a problem, I'm reaching out to customer support, into more of like a proactive part of the experience customer support. So to make it explicit, we work with the biggest e commerce shop in India, Meesho, where they started working on the customer support side, where I want a refund, I wanna see the tracking of the package, to actually having an agent be a front part of the experience. So, if you go to the website, you have you have the the widget, you can engage it through voice, and you can ask it, hey, can you help me navigate to item x, item y, or can you explain me what's the right thing for me to give up for a gift for this period of time? And then it will actually help you based on your questions, based on what is on the offer, show you those items, navigate to the right parts of the piece, maybe go all the way through the checkout, and I think this will be a phenomenal thing of elevating the full experience where that's more of an assistant across the whole thing. We kicked off our work with Square that enables other businesses to do that work. Exactly the same pattern. Started with voice ordering. How can now this be part of the full discovery experience too, where you get items shown to you, you can have a lot more explanation, which I think will be a phenomenal piece where it's effectively from the beginning to the end. That's one category. The second one is the wider shift from static to immersive media, where there's just so much incredible stories in IP that today exist in effectively one way of delivery, and now you'll be able to interact with that content in a completely new way. We are... I think one of the incredible use cases was working with Epic Games.
00:20:19 · Mati Staniszewski, Sarah Guo
We worked with them on bringing the voice of Darth Vader and Darth Vader into Fortnite, where millions of players could interact with Darth Vader live in the game, where you had, like, a full experience of Darth Vader in a new way, and I think this will be a theme across whether it's talking to a book, talking to the character that you like, to the whole space shifting. And then I think the one that I'm most excited about for the world and for the shift is going to be education, where you will just be able to have effectively a personal tutor on your headphone, and you could actually study something in an amazing way. I'll give you two quick examples. One is we recently worked with chess.com, and I'm a huge fan of chess. I'm a huge Okay, great. So, you can learn chess, but you can have Hikaru Nakamura or Magnus Carlsen be your teacher of how you deliver that, which is amazing. Even Botez or it's like all the plethora of different players that engaged with that, which I think is great. And then maybe a last one, is a masterclass we worked with to shift from, you can of course have the content go through step by step, but you can also have an interactive experience. And the best example of that was working with Chris Voss, the FBI negotiator, one of the top negotiators, who has a masterclass lesson, but then you can actually call him and have a practice negotiation, Yeah, which is [00:21:43] S0: gotta get that hostage out. We'll definitely try it.
00:21:43 · Sarah Guo, Mati Staniszewski
[00:21:43] S0: gotta get that hostage out. We'll definitely try it. [00:21:46] S1: Can I add one more? I think the one last one, which combines all of them together, I realized just recently is which was crazy. So, I went to Ukraine where we are working with Ministry of Transformation, where they are effectively creating a first agentic government, and the crazy thing is they have all of those agencies. [00:22:05] S0: Agentic government. [00:22:06] S1: A gigantic government. So, they want to re change how they run all the ministries. And it sounds like a big ambitious goal and enough to you. [00:22:17] S0: No, I think the baseline is here, so actually I'm by that And
00:22:17 · Sarah Guo, Mati Staniszewski
[00:22:17] S0: No, I think the baseline is here, so actually I'm by that And [00:22:21] S1: the crazy thing is, I think they are so ahead in actually doing that. And I think there are two concrete things there. One, they kind of combine all those use cases, so we are looking into how they can have effectively customer support of government, whether it's asking about benefits or employment, about the process of how you leave the country. All of that be run through effectively a digital app, then two, how you can have a proactive way of informing citizens of things that might be happening, but then having an education system that also runs through this personal tutoring experience. And all of that is happening. That was incredible to see, and the second amazing thing was that the way they've done it, so they have the digital transformation piece, but they have engineering leaders in each of the ministries that lead those efforts, and then bring them back to that one central piece, so that is like incredible to see, also proud to be able to be working with them on that shift, but despite everything that's happening, they're like so That's amazing.
00:23:19 · Sarah Guo
[00:23:19] S0: That's really encouraging. Can I ask you a business model question here? Because Of looking at the strategic landscape... Actually, have many questions here. One of the observations I'd have is if I look at one of these, like, rich voice and action agent experiences, there's a lot of, let's say, Fortune 500, Global 2,000 leaders who listen to the pod. I think a lot of them are gonna buy the idea of, like, I want this amazing automatic, like, real time available twenty four seven every language experience for my customer that's consistent and high quality. The ways I might get there include working with a Palantir or a large consulting firm, working with Eleven or a platform technology company or an OpenAI or something, right? Let's talk about that. Or working with a more use case oriented company like Sierra. How do you think about how people are making that decision or how they should make that decision?
00:24:25 · Mati Staniszewski, Sarah Guo
[00:24:25] S1: So, my past is also in Palantir, so I started exactly kind of from that side, and we do blend a lot of the forward deployed engineering inside of the company too. As I think about kind of our offering and the customers making that choice, if you're looking just as a one pointed solution and only that one, then likely we aren't the best choice. If you are looking to deploy that across a plethora of different experiences, so be it customer support, but then you also want internal training, then you might want to elevate your sales part and actually increase the top line with new experiences of how you engage customers beyond that kind of reactive piece, then it's a great platform to build, and then we effectively, as we engage with customers, combine that platform work with our engineering resources to help those companies deploy on that, or which we also see increasingly in Fortune 500s, G2000s, where they will want to build parts of the things themselves because they already have a lot of the investments in that platform, while then engage us on some of the new ones and combine those. And I think that our model and the way it's different to a lot of the use case specific ones is that our platform is relatively open, where you can use pieces of that platform and not all of them for those different use cases. Palantir of course will, or some of the consulting companies will have a lot more resources to go in the wider digital transformation journey. In our case, it's, like, very specific conversational agents. [00:25:51] S0: Mhmm.