Uncapped #42 | Bret Taylor from Sierra

About this episode

Bret Taylor discusses the future of AI agents and their impact on customer service and enterprise software.

Bret Taylor is the founder and CEO of Sierra, an AI agent company transforming customer service. Bret’s legendary career includes being CTO of Meta, co-CEO of Salesforce, chairman of the board at OpenAI, co-creating both Google Maps and the Like button, and founding three companies. We unpacked the so-called “SaaS-pocalypse” and what AI agents mean for the future of enterprise software. We talked through the shift from systems of record to autonomous agents, outcome-based pricing, platform transitions, Codex and the transformation of software engineering, and who is structurally positioned to win in the next era of AI. --- Timestamps: (0:00) Intro (0:20) The SaaS-pocalypse and systems of record (12:34) Sierra's competitive landscape (17:05) Outcomes-based pricing (24:22) The rapid evolution of AI support technology (28:21) Young founders vs. experienced founders (34:12) Beyond support: The full customer lifecycle (38:47) Codex and the future of software engineering (51:49) OpenAI and advertising (54:59) How to run a board --- Links: https://x.com/btaylor https://x.com/jaltma https://uncappedpod.com/ --- Email: friends@uncappedpod.com

People in this episode

Host: Jack Altman

Guest: Bret Taylor

Topics covered

• AI agents
• customer service
• SaaS-pocalypse
• enterprise software
• outcome-based pricing
• software engineering
• competitive landscape

Keywords

• AI
• customer service
• SaaS
• enterprise software
• outcome-based pricing
• software engineering
• Codex
• OpenAI

Mentioned in this episode

Organizations: Sierra, Meta, Salesforce, OpenAI

Products: Google Maps, Like button

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