As businesses increasingly prepare for an AI-centric future, Edward Kim, co-founder and head of technology at payroll startup Gusto, has cautioned against a widespread approach of replacing existing teams with AI specialists.
Speaking in a recent interview, Kim emphasized that cutting non-technical employees in favor of hiring AI engineers is “the wrong way to go.” Instead, he advocates for leveraging the domain expertise of non-technical staff, particularly those with deep customer understanding, to guide AI tool development.
Kim pointed out that non-technical team members often possess a more nuanced understanding of customer needs and challenges than engineers, making them better suited to determine the features AI tools should offer. In fact, Gusto has implemented this approach with its customer experience team, enabling them to craft “recipes” that shape the interactions of Gus, the company’s AI assistant.
Gusto, which generated over $500 million in revenue during the fiscal year ending in April 2023, launched Gus last month as its first major AI product. Gus is designed to assist customers in an intuitive way, helping them complete tasks like writing job descriptions without the need for multiple AI-related buttons in the app. Instead, Gus proactively offers help when it identifies opportunities to add value.
Kim also discussed the broader shift in AI development, noting that it is becoming more accessible. Previously, creating AI and machine learning applications required highly specialized skills, but recent advancements have made it easier for those with basic technical knowledge to contribute. At Gusto, this shift has empowered non-engineers to develop game-changing AI applications, including CoPilot, a customer experience tool that now handles 2,000 to 3,000 interactions daily.
An example of this transformation is Eric Rodriguez, a former Gusto customer support team member who became interested in AI. After developing a CoPilot tool that improved support workflows, Rodriguez was transferred to the software engineering team and now plays a key role in AI application development at Gusto.
Kim highlighted the company’s success in upskilling its non-technical employees to build AI tools, arguing that those with domain expertise, particularly in customer support, are often better equipped to contribute to AI advancements than technical experts. At Gusto, customer support staff are encouraged to write instructions, or “recipes,” for Gus, guiding the AI in handling repetitive customer inquiries and even taking automated actions when necessary.
Looking ahead, Kim expects roles within Gusto to evolve as AI continues to be integrated into the company’s operations. He foresees customer experience employees focusing more on improving AI through prompt tuning and recipe writing, which will enhance the overall efficiency of the company while improving customer service.
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This approach reflects a shift from a top-down strategy, where executives dictate AI use, to a bottom-up model where teams closest to the customer help shape AI’s functionality. According to Kim, those who understand the intricacies of customer behavior are in the best position to guide AI development, ultimately improving customer experiences and advancing the company’s capabilities.
As Gusto continues to expand its AI offerings, Kim believes this collaborative approach will be key to achieving a future where AI complements human expertise, rather than replacing it.
