Bret Taylor of Sierra on AI agents, outcome-based pricing, and the OpenAI board

The discussion centers on the transformative impact of AI on software engineering, customer service, and broader business strategies. It highlights the shift towards AI agents handling customer interactions across multiple channels, exemplified by Sierra's work with companies like SoFi and Rocket Mortgage. A key insight is the potential for AI to drive better customer experiences and reduce churn by making customer service more accessible and efficient. The conversation also explores how AI is changing the structure of software companies, potentially elevating the role of generalists who deeply understand customer needs. Bret Taylor shares his experiences on the Twitter and OpenAI boards, and offers predictions for 2026, including scientific breakthroughs enabled by AI and widespread adoption of AI-driven code generation.