Podcast Summary: 3 Takeaways – "AI: How It’s Being Used Now, What’s Next, and What’s After That" (#231)
Host: Lynn Thoman
Guest: David Schmayer, President and Chief Product Officer of Salesforce
Release Date: January 7, 2025
Introduction
In episode #231 of 3 Takeaways, host Lynn Thoman engages in an insightful discussion with David Schmayer, the President and Chief Product Officer of Salesforce. The conversation centers around the current applications of artificial intelligence (AI), its future trajectory, and the potential implications for society and various industries. David brings his expertise from leading one of the world's foremost enterprise software companies to dissect the evolving landscape of AI.
Understanding the Stages of AI
David Schmayer outlines four primary stages of AI development, providing a framework to comprehend its evolution and future directions.
- Predictive AI
- Generative AI
- AI Agents
- Robotics
- Artificial General Intelligence (AGI)
1. Predictive AI
Timestamp [03:04]
Predictive AI utilizes mathematical models to analyze past data and forecast future outcomes. A common example provided is Amazon’s recommendation system, which suggests products based on previous purchases.
Quote:
"Predictive AI is a mathematical model that looks at the past data and uses that data to literally predict what the future will be."
— David Schmayer [03:10]
Key Points:
- Relies on historical data to make predictions.
- Examples include product recommendations and forecasting trends.
- Forms the foundation of many existing AI applications.
2. Generative AI
Timestamp [03:39]
Generative AI differs from predictive AI by creating new content rather than forecasting data. This stage leverages large datasets to generate text, images, videos, and more.
Quote:
"Generative AI is generating new content versus new predictions about the data."
— David Schmayer [06:16]
Key Points:
- Based on transformer architectures like that of ChatGPT.
- Trained on vast amounts of data, enhancing its ability to produce diverse content.
- Enables multimodal AI, allowing interaction through text, images, and other media.
Examples:
- Creating essays, poems, movies, and other creative works.
- Multimodal interactions where AI can generate responses in various formats.
3. AI Agents
Timestamp [07:19]
AI Agents represent a sophisticated level of AI that performs specific roles autonomously, such as customer service, sales, or marketing.
Quote:
"AI agents are truly the next big part of this generative AI revolution."
— David Schmayer [09:06]
Key Points:
- Designed to handle specific tasks without explicit instructions.
- Utilize reasoning engines to understand and respond contextually.
- Example: An AI customer service agent that can manage returns seamlessly.
Case Study: Saks Fifth Avenue At Salesforce's Dreamforce conference, David showcased an AI agent developed for Saks Fifth Avenue. This agent can engage in natural conversations, handle product returns, and provide tailored solutions without human intervention.
4. Robotics
Timestamp [17:29]
The next phase involves integrating AI agents into physical forms—Robots. These robots can perform tasks autonomously in various settings, from business to household environments.
Quote:
"I can put that AI agent into a physical device. That will happen in business, like the Waymo example in the autonomous car."
— David Schmayer [17:39]
Key Points:
- Physical embodiment of AI agents for practical applications.
- Examples include autonomous vehicles and personal robots.
- Enhances interaction between humans and machines through tangible interfaces.
5. Artificial General Intelligence (AGI)
Timestamp [18:55]
AGI represents the pinnacle of AI development, where machines possess the ability to understand, learn, and apply intelligence across a wide range of tasks, mirroring human cognitive abilities.
Quote:
"AGI can do everything that humans can do, but can do it faster."
— David Schmayer [19:08]
Key Points:
- Capable of performing any intellectual task a human can.
- Expected to revolutionize industries by surpassing human efficiency.
- Raises both optimistic prospects and ethical concerns regarding its impact.
Applications and Implications of AI
AI in Customer Service
Timestamp [09:08] - [11:11]
David illustrates the transformative impact of AI agents using the Saks Fifth Avenue example, where an AI agent named Sophie handles customer interactions more efficiently than traditional chatbots.
Quote:
"That's real customer service. That's the kind of memorable, magical customer experience that we think all of us want."
— David Schmayer [11:11]
Key Points:
- AI agents offer more natural and flexible interactions compared to rule-based chatbots.
- Capable of handling unpredictable customer needs and providing tailored solutions.
- Enhances customer satisfaction by delivering swift and personalized service.
AI in Healthcare
Timestamp [13:14] - [15:43]
Salesforce is collaborating with major healthcare companies to create an AI Medical Concierge—a comprehensive AI system that assists patients throughout their healthcare journey.
Quote:
"Imagine this future where you had a medical concierge, your own AI physician that was working on your behalf every single day."
— David Schmayer [13:32]
Key Points:
- Streamlines fragmented healthcare experiences by integrating various services.
- Utilizes multimodal AI to interpret diagnostic information, manage communications, and provide personalized care.
- Supports patients by acting as an advocate and guide through complex medical processes.
Multimodal AI
Timestamp [15:43] - [17:29]
Multimodal AI integrates multiple forms of data—text, images, videos, and sounds—to create richer and more versatile interactions.
Quote:
"AI can cross these different modalities so that maybe I talk to the AI and it gives me the answer in text and then it generates a movie out of it."
— David Schmayer [06:12]
Key Points:
- Enhances AI’s understanding and generation capabilities across various media.
- Facilitates more dynamic and interactive user experiences.
- Opens up new possibilities for creative and practical applications in multiple fields.
Implications of AI for the Labor Market
Timestamp [15:43] - [17:29]
David addresses concerns regarding AI's impact on employment, emphasizing that while AI will transform job roles, it will also create new opportunities.
Quote:
"It's an opportunity, not a problem. And it's going to reduce a lot of the monotonous work."
— David Schmayer [15:56]
Key Points:
- Previous technological revolutions have ultimately increased employment despite initial fears.
- AI will eliminate repetitive tasks, freeing humans to engage in more creative and strategic roles.
- New job categories will emerge, akin to the rise of computer programming and data science in recent decades.
The Future: Robotics and AGI
Robotics
Timestamp [17:29] - [18:55]
David envisions a future where AI agents are embedded within physical robots, performing specific tasks across various environments.
Quote:
"There'll be personal robots literally right out of iRobot from Isaac Asimov."
— David Schmayer [17:39]
Key Points:
- Robots will leverage AI agents to perform specialized functions efficiently.
- Potential applications range from autonomous vehicles to household assistants.
- Enhances the integration of AI into everyday life through physical interaction.
Artificial General Intelligence (AGI)
Timestamp [18:55] - [21:39]
AGI is portrayed as a transformative force with the potential to revolutionize education, healthcare, and countless other sectors.
Quote:
"AI will transform education beyond anything that's been previously imagined."
— David Schmayer [19:08]
Key Points:
- AGI will enable machines to perform any intellectual task, matching or exceeding human capabilities.
- Expected to drive significant advancements in various fields, fostering global progress.
- Raises important ethical considerations regarding control, governance, and societal impact.
Three Takeaways
Timestamp [21:39] - [22:49]
To conclude the episode, David Schmayer shares three key takeaways for the audience:
-
AI Changes Everything
- AI is fundamentally transforming personal lives and business landscapes.
- "AI changes everything. And I believe that the world will never be the same."
— David Schmayer [21:45]
-
AI Agents Are Here Now
- AI agents are currently being integrated into popular platforms and services, enhancing user experiences.
- "AI agents are here now and coming to a theater near you."
— David Schmayer [21:45]
-
AI’s Societal Impact
- AI will have both positive and negative effects, but overall, it promises to reduce monotonous work and drive innovation.
- "AI will have both positive and not so positive effects on society. But I believe that the overall effect will be very, very positive."
— David Schmayer [21:45]
Conclusion
David Schmayer's discussion on 3 Takeaways provides a comprehensive overview of AI's current applications, future potential, and the profound changes it is set to bring across various sectors. From predictive and generative AI to AI agents, robotics, and AGI, the conversation underscores the transformative power of AI while addressing its implications for the workforce and society at large. As AI continues to evolve, understanding these developments is crucial for leveraging its benefits and navigating its challenges.
For those interested in exploring more episodes or staying updated, visit 3takeaways.com and follow the podcast on LinkedIn, X (formerly Twitter), Instagram, and Facebook.
Notable Quotes with Timestamps:
-
"AI changes everything. And I believe that the world will never be the same."
— David Schmayer [21:45] -
"Predictive AI is a mathematical model that looks at the past data and uses that data to literally predict what the future will be."
— David Schmayer [03:10] -
"Generative AI is generating new content versus new predictions about the data."
— David Schmayer [06:16] -
"AI agents are here now and coming to a theater near you."
— David Schmayer [21:45] -
"AI will have both positive and not so positive effects on society. But I believe that the overall effect will be very, very positive."
— David Schmayer [21:45]
This summary encapsulates the essential discussions from the podcast, providing a clear and detailed overview for those who haven't listened to the episode. It highlights the progression of AI technologies, real-world applications, and the optimistic outlook for AI's role in shaping the future.