The Ledger
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Traynor: AI builders must automate complete outcomes rather than individual minor tasks
“We shouldn't be approaching AI from just simply, how can we automate a task? Or how can we automate a little step? Or like, you know, how can we summarize this paragraph? Or you have to actually look at how can we automate the outcome?”
Traynor: The era of SaaS is an era of "right-click view source"
“The era of SaaS is an era of like right click view source. You know, ultimately like if there's a single thing you've done, other people can do it. The job is to build a brand around having the best product. And to do that, you often, you have to have the fres…”
Traynor: Higher AI resolution rates come at the cost of worse answers
“If you're willing to tolerate worse answers you can hit a higher resolution rate, but that's a very conscious trade-off that I think people aren't honest enough about.”
Traynor: Test AI safely on free users, unstaffed hours, and unsupported languages
“What we encourage those people to do is just work out a way to dip their toe in. So like, hey, how about if Fin only works with your free customers? How about if Fin only works in the languages you don't speak? How about if Fin only works on the errors that yo…”
Traynor: For routine support, customers value speed over personal tone
“And people actually care about instancy more than they care about like you know, let's just say the personal tone in those types of things.”
Traynor: Public quickly accepted that modern AI chatbots work
“The biggest learning for me has been how quickly the public have gotten on board with the idea that chatbots work now, you know.”
Traynor: AI builders should explore capabilities before optimizing for cost
“I would encourage anyone who's trying to do the You know, it's basically one of those explore then exploit. We are still deeply exploring how much we can transform the nature of CS with AI. When we were confident we finished that exploration, there will be an …”
Traynor: Operating multiple AI models carries significant ongoing maintenance work
“That's why we wouldn't necessarily be running with a bank of 10 of them, because to own any given one of them in any period, it doesn't ongoing work to it. It's not for free.”
Traynor: AI support lets human teams answer a specific question only once
“The way I think about Finn in the lives of our customers who are customer service teams is that it should move them to being the, they answer questions for their first time because Finn has never seen it before, but also the last time, because once they've ans…”