How agentic AI will save customer service, with Bret Taylor

AI agents are shifting from robotic, scripted chatbots to empathetic, brand-aligned conversational partners that handle complex customer service tasks. Bret Taylor, chairperson of OpenAI and co-founder of Sierra AI, emphasizes that these agents function as creative foils rather than mere data processors, enabling businesses to scale personalized interactions at a fraction of traditional costs. While OpenAI focuses on the mission of ensuring artificial general intelligence benefits humanity through iterative deployment and diverse board expertise, Sierra AI prioritizes brand-specific training to create human-like, empathetic customer experiences. This evolution in conversational technology mirrors the shift toward mobile-first digital interaction, where AI agents will eventually become as essential as websites or apps. By reducing the friction of customer service, these tools allow companies to foster deeper loyalty and handle high-stakes moments with efficiency and emotional intelligence.