"The Cognitive Revolution"
00:16:37 · Marc Bhargava, Nathan Labenz
And so it's getting very, interesting what you can do with an AI enabled workforce. Udia being a great example of coming in and helping these large corporations have their in house legal teams be AI enabled and take on more work with, you know, the same number of people and outsource less to these third party law firms. [00:16:55] S0: I wanted to double click on the numbers there. So we got 1,000,000,000,000 software, 16,000,000,000,000 services. Obviously, that's the best opportunity. Margin traditionally in services is low. I think you said five to 10%. But if you can automate 50% plus, then you can bring those margins up a lot. One of my long standing, beliefs about AI has been, I don't know what to expect on most things, but I do expect high consumer surplus. And so I guess I wonder how do those before and after offers look today to customers, and how do you think that's gonna evolve over time? You know, or is a company... And we could go into, you know, specific ones here and it probably varies. But is a company going and saying, okay. Don't buy services the old way. Buy our new hybrid service. It's gonna cost you 20% less and then under the hood the cost structure is 50% less and then that... That's how they get to a higher margin. And is that margin like sustainable long term?
00:17:59 · Marc Bhargava
[00:17:59] S1: Yeah. Absolutely. I think it is quite sustainable because the offering is generally we're gonna charge you around the same we do today, but we can do a lot more with AI. And so if you're already using a product and you're enjoying using it, if suddenly, you know, you can have two or three times as much output and they're keeping the price the same, that's unlikely to be a client that churns. So we view this less as a cost cutting game. Like when we AI enable a workforce in IT or in legal or in call centers, it's less about letting people go. We're automating people. We're automating tasks. So automating maybe 30% or 30... 50% of the tasks that they're doing which enables them to do harder tasks which generally are higher margin and to cross sell as well. And so that is our thesis that this will really allow for a lot more growth. If you go in and you AI AI enable a workforce, you can now take on twice as much work with the same team because they have more tools and they're automating away the easier tasks. So that is the thesis. For the end client, what that means is you're getting even more of the high margin tasks done for you without a change in price. And so you're getting more at a similar price. And so we do think that is quite sticky. A really good example of this is in Ramp where I'm an angel investor and GC is also a large investor where, you know, they went in and they AI enabled a lot of the sales and marketing team and, you know, folks were two to three times more effective. And they got the question of, oh, so we can, like, now cut our sales or marketing team. But it's actually the exact opposite. If people are now two or three times more effective, you actually wanna hire a lot more of them. It's higher ROI. So I overall expect this AI opportunity to continue to grow the global economy. It's a tech innovation like the internet or like cloud. And ultimately will create more jobs, more productivity. And I don't see a pricing margin compression because the offering is actually getting more and more output. And so overall, I think that it's gonna create a lot of opportunity that way.
00:19:56 · Nathan Labenz
[00:19:56] S0: Hey. We'll continue our interview in a moment after a word from our sponsors. The story of doing more with the same and embracing that or even wanting to scale it up because who wouldn't want more if it's better does make sense to me in some areas. I mean, the the things that I always point to as like, you know, every organization would want to be doing more. You know, every founder would say, yeah, I ought I ought to be doing more cold outreach. You know, I ought to be doing more lead gen. I ought to be doing, you know, a better job of nurturing my funnel and, you know, similarly on recruiting. Right? Like, I ought to be reaching out to top engineers 10 times a day or, you know, as basically as much as I can. How many are doing? Actually, zero because I don't have time for it. Okay. So sure. If we could get AI to do that, you know, it seems like for a company like Ramp, you know, you're entering into an infinite market and just, like, grow as fast as you can makes total sense. It's a little harder for me to wrap my head around some of those things when it comes to, for example, let's say, accountancy. At least the way I've always approached accountancy, I'm like, I want to do as little as I can to be compliant and satisfy my board. And it's not like I have a sort of wish list of things that I would be doing if it was only... You know, if I only had more bandwidth or if I could only get more bang for my buck. Like, that to me does seem like much more of a just like... I I should be able to do it for less. Right? Like, that seems like it's where... It's what most people would want.
00:21:23 · Marc Bhargava, Nathan Labenz
[00:21:23] S1: So I'll give you... [00:21:23] S0: How do you segment that?
00:21:25 · Marc Bhargava
[00:21:25] S1: Yeah. Two thoughts on accounting. One is there's this huge shortage of accountants. So it's a industry fewer people wanna get into. There's a generation of baby boomers retiring. Many of the top accounting firms, if they could could take on easily 50 or a 100% more clients because... But their constraint is there are a shortage of accountants. And so if you buy an accounting firm and you AI enable it, you might no longer have that shortage because a lot of the more basic tasks closer to for example, bookkeeping can now be automated. And so if you AI enable an accounting workforce, that accounting firm has two or three times as many clients they could go out and they could get because there's actually a shortage of accountants there. And so that's how a lot of value can be created by going in. In terms of the end client and what they might wanna use it for, suddenly your accounting could be giving you proactive recommendations. So today it might be around building out three statements and filing your taxes. You know, you can easily see how once you have that data, you can actually start making recommendations on where you can save money, how you're spending. You can have tools that turn that into financial models that can help you think about your capital needs, should you be getting debt funding. So suddenly a lot of the tools, which maybe today are very stagnant, can actually be really diagnostic, very proactive. And so I do think that the kind of even as if it might be considered a boring industry, the suite of products can drastically change with AI. And perhaps more near term and more importantly, the same accounting firm can do a lot more work with the same cost basis, the same workforce basis if it's AI enabled. And we're really in the current phase going after that first opportunity, which is how can accounting firm AI enabled do two or three times as much work that obviously really increases the margin profile because it's a similar cost basis but obviously much higher revenue and that's the focus. But certainly to your question to the end client, maybe things get delivered more quickly, they're more accurate, all of those things are pluses. But even how you visualize the product certainly will change over time with AI as it...
00:23:20 · Marc Bhargava
We're seeing in things like legal being a great example of this where lawyers can also compare all the contracts and then recommend pricing changes because there's inconsistencies. So how does the law firm or the legal department go from just a cost center to also making recommendations and maybe being even a business plus center and AI can make that change. So you have those two opportunities. One is just taking out more work with the kind of same group of AI enabled folks that obviously increases margin and is a huge opportunity in services. And the second is to change the output of these services businesses and things like accounting or legal start to be more diagnostic, more prescriptive, more insightful, and become departments that aren't just thought of as a cost center or a check the box, but can actually help you in running your business.