AI & Product

“When I think about agents, I think about three things. One is an increasing level of autonomy and kind of independence that you can delegate higher and higher order tasks. Second thing I think of it is complexity. It's not a one-shot, it's build me this prototype. And then the third thing I would say is asynchronous. It works when you are not working.”

“All of the conditions, all of the ingredients for a new distribution platform to emerge are essentially happening. So I think we're at an inflection point where we're going to see this emerge really fast.”

“These mock strategies from AI tend to be pretty comprehensive and extensive, and there's an investment recommendation in a vast number of areas. The core of strategy is really to be very targeted and very focused. These mock strategies become an interesting input, but the burden is still on the team to down-select into the most important areas. Forcing that choice still is a human element and needs that layer of additional judgment.”

“Is it going to eliminate PMs next year? Probably not. Are the skills required going to shift? Yes. Could they shift much faster than we all anticipate? Probably. I think there's a lot of change coming and I want to be prepared for it.”

“Every three months or so, every single AI LLM provider creates a step function change in what is possible with that LLM. And when you have this new possibility in just an underlying technology that opens up in front of you, then it creates another ceiling of what is possible to build on top of it.”

“I'm now of the belief that providing a customer with a highly engaged, instantly available expert, consistent, fast, charismatic, funny, friendly, personal agent available for literally every single customer every minute of the day around the clock is so much more personal than making them wait 2, 3, 4 days for a crappy canned response.”

“The principle for the AI DJ coming from the team, by the way, this was a bottoms-up product actually, it required a lot of support. We actually acquired big companies and so forth to be able to build it. But the idea had been built by teams bottom up. So the principle there was literally to do as little as possible and get out of the way. And I think that was really helpful. It's not telling you what the weather is and what happened in the news and going on and on and on about this band. It is trying to get you to the music.”

“Generative AI's biggest impact will be that tertiary class: used in a lot of things that existed before and exist after but are made better by it, like semiconductors and automobiles. It reminds me of electricity. When electricity came you could completely reconfigure a factory floor. But that took a lot of redesign, incorporation, investment, learning, complements. I tend to think AI will be more like that.”