Overview

• In an Oct. 12 interview with Big Technology, Kurian said clients using Google’s Customer Engagement Suite have “almost none” let customer-service agents go.
• The suite offloads routine queries to generative AI, allowing human agents to focus on complex or sensitive issues and delivering faster answers to customers.
• Google CEO Sundar Pichai has reported roughly a 10% productivity gain for the company’s engineers and signaled plans to hire more talent.
• Alphabet recently disclosed that over 30% of Google’s new code is now generated by AI, up from about 25% previously.
• Microsoft’s Darren Hardman said GitHub Copilot now writes about 40% of code at the company, indicating widespread use of AI-assisted development.