This is a YouTube video titled "The Horizontal vs Vertical AI Debate | Agentic" containing a discussion from March 7, 2025, where Sam Altman talks about the challenges and opportunities in developing customer service AI solutions, comparing horizontal and vertical approaches in the market.
If someone on the line is wanting to start a customer service agentix solution, I wouldn't recommend that because you already have Maven AGI, you have Sierra. You're a little too late on that. For a horizontal customer support agentix solution, it's going to be difficult to prove that you're going to be able to win in that market versus these people that are out to a running start. But a vertical solution, that is an entire post sale support system for a specific vertical and you're going to do that better than Maven and Sierra. That could be interesting. As long as there's a big enough tam. If you say you're doing something for it consultants. Okay, great. What's the size of that market? How do you go into other markets? My takeaway is that both can win, but they each have different playbooks and they make sense to start at different times.
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