By Kerry Robinson Last week Mark Zuckerberg let slip a mind-bender on Dwarkesh Patel’s podcast: “If the AI can handle 90 percent of a WhatsApp support call, we’ll probably hire more customer-service people, not fewer.” He was riffing on the idea that – right now – Meta could never afford to build a customer service center. He…
By Kerry Robinson I had a spirited WhatsApp exchange last week that illuminates the gap in understanding of Generative AI at the highest levels in business. My mate is a top insurance industry executive. It started when I shared what I described as an incredible interview and a fantastic, nuanced, authentic feeling performance from Open AI…
By Kerry Robinson How do you keep up? How do you do your day job, while transforming yourself, your team and your business to thrive in the intelligence age? I returned as a guest on Laura Hannan’s LinkedIn live on Scaling AI in Sales & Marketing yesterday. She reminded me that it’d been 6 months since my last appearance.…
By Kerry Robinson Ben Thompson’s Aggregation Theory says power flows to the player that owns the customer relationship and commoditizes everyone else. Search did it to publishers The App Store did it to software. Now Model Context Protocol (MCP) could do it to consumer brands. Personal AI agents are becoming the new aggregators. With MCP, they can compare…
By Kerry Robinson It’s been called the most important chart in tech. But what does it mean? The two charts simply show the performance of OpenAI’s o1 model on the American Invitational Mathematics Examination (AIME) benchmark. As you move to the right, the amount of computation used goes up, but so does the performance. The left…
By Kerry Robinson I remember when I first played with a ‘word embedding’ model. You gave it a word, and got back a list of numbers. The embedding. But you could do math with those numbers, too. Take the numbers for King, subtract Man, and add Woman, and you’d get a set of numbers that were…
By Kerry Robinson “We just had an epiphany: in a world of AI nothing will be as valuable as humans!” That was a comment by Sebastian Siemiatkowski, the CEO and co-founder of Klarna. Klarna used to be the poster child for going all-in on AI. They boasted that their OpenAI-powered assistant was handling two-thirds of customer…
By Kerry Robinson “This is the most fun I’ve had at work in 20 years” Said one of the attendees of our internal Personal AI transformation course. Another shared: “I just finalized in 3 hours with ChatGPT today what has been taking months to accomplish” It’s fantastic to see momentum building and minds opening. Some of…
By Kerry Robinson It feels like cheating. But it’s not. It’s the future of knowledge work. I’m talking about AI powered knowledge work. I’ve been teaching it as part of our internal course on Personal AI empowerment that I mentioned in my email: Thriving in the Intelligence Age. I want to share just one example of the…
By Kerry Robinson When Amazon first unveiled Alexa, they promised a future where voice would become our primary technology interface. That didn’t quite happen, but many of us use the assistant daily to play music and set reminders. The tech is there – and it’s listening – but the full potential has not been realized. Yet.…