The Ledger
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Taylor: In 2025, digital presence probably means having branded AI agents
“In 2025, existing digitally will probably mean having a branded AI agent that your customers can interact with to do everything that they can do on your website.”
Taylor: RAG is woefully insufficient for meaningful enterprise customer service
“What we found in practice is that broad category of technology investment is woefully insufficient for almost any meaningful customer experience. If you think about, you know, all of the interactions you've had with brands that you care about, what percentage …”
Gil: AI customer success is consolidating around Sierra and Decagon
“In customer success, it seems like things are kind of consolidating against Sierra and Decagon.”
Taylor: Sierra charges based on completed outcomes rather than tokens
“At Sierra, we're really focused on what we call outcome-based pricing, you know, charging for the job done.”
Herzig: AI will transition software pricing to consumption, then outcome-based models
“Very clearly with AI, it was very clear for us that, you know, step by step, it will go towards this consumptive world, right? First consumptive, and then maybe in the next step, once we have more verifiability in the system, then also towards maybe an outcome…”
Gil: Decagon and Sierra Represent a Shift Toward Utilization-Based Support Agents
“Ultimately, I think Decagon and Sierra are examples of companies where you're moving from proceed software to basically utilization based customer support related agents, right? That is a real shift. That may impact some of the prior wave of sort of perceived …”