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Briefings and ideas about Customer support from AI podcast discussions and the research they cite, with links to the original sources.
OpenAI's Ari Weinstein says computer-use agents can now operate software made for people, citing a two-hour meal order an agent did in 15 minutes. He adds that builders must earn trust through reliability, consent before payments and site limits.
OpenAI's Nikunj Handa says the Decisions API, inspired by TypeSafe's Jev, began about a week before DevDay and runs on existing Luna weights, not a new model. He agreed confidence calibration may need future model work.
Box CEO Aaron Levie says the big labs' revenue and open-weight token use can grow together, as agents split work so cheaper models handle far more tokens. He sees enterprise open-weight adoption as early, driven partly by hedging.
Investor David Friedberg argued AI grows companies and hiring rather than shrinking payrolls, but said his view could fail if displaced workers don't see new opportunities and choose to move to them.