<ul><li>Gusto co-founder Edward Kim said that cutting teams and hiring AI engineers is the wrong approach for businesses wanting to be more AI-focused.</li><li>Non-technical team members have a deeper understanding than engineers on what customers are confused about, giving them the expertise required for guiding the features built into AI tools.</li><li>Gusto's approach to AI sees its non-technical customer experience staff writing 'recipes' to guide the way its AI assistant Gus interacts with customers.</li><li>Non-CX team members who are technically minded are capable of building powerful AI applications.</li><li>Gusto is upskilling its support team to help them build AI applications internally, rather than hiring specialists.</li><li>Non-technical domain experts who know how to create good prompts are often a good fit for AI work.</li><li>CX staff may become more focused on writing recipes and prompt tuning, rather than answering queries, improving AI efficiency and CX.</li><li>Gusto aims to use its unlocking of resources to offer more services to its customers.</li></ul>

Gusto’s head of technology says hiring an army of specialists is the wrong approach to AI

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