Replay Ep - Building AI Support So Good, You’ll Wonder: Is This Really AI? | Steve Hind, Lorikeet

Episode SummaryReplay Episode! When this conversation with Lorikeet co-founder Steve Hind first aired, the company had just raised $14M. Fast forward a few short months and they’ve doubled their valuation, become the hottest name in Australian AI, and poached some of the best engineers in the country. With so many new subscribers since then, we’re bringing this one back.In this episode, Georgie Healy sits down with Steve to unpack how Lorikeet built Rae, an AI platform powering complex support for banks, healthcare, SaaS, and beyond. Steve explains why Retrieval-Augmented Generation (RAG) isn’t the silver bullet everyone thinks, what “agentic frameworks” really mean (and why it’s mostly marketing), and how starting with the hardest customer problems creates a defensible product.They also dive into what makes AI support feel truly human, why empathy matters more than “personality,” and how to balance technical brilliance with marketing clarity. Along the way, Steve shares his favourite AI tools, what he looks for when hiring, and why founders should stop being insecure about not training their own models.Whether you’re building in AI, hiring AI talent, or just curious about where the hype ends and real customer value begins—this replay is a masterclass in scaling smart AI support.Time Stamps01:52 – What makes Lorikeet different from other AI support tools02:49 – Why banks and healthcare companies need AI-driven customer support09:00 – What is RAG, and why does it matter for AI-powered customer service?14:09 – The biggest mistake AI chatbots make in customer support16:26 – What does "agentic reasoning" really mean?19:12 – The cost of running AI models and why RAG reduces compute power27:46 – AI tools Steve uses every day (and his take on Perplexity and Replit)30:36 – How to stand out when applying for an AI job39:18 – What people get wrong about AGI and AI scaling lawsIn the Blink of AI is made possible by our wonderful partnersDeelGlobal hiring and payroll can be a headache. Deel brings HR, IT and payroll together in one platform, helping companies including Shopify, Revolut and ElevenLabs scale internationally.Ready to expand your business?Build your global team with Deel at deel.com/dayone. ✨ Connect with Georgie HealyWeekly Substack: https://georgiehealy.substack.com/Linkedin: https://www.linkedin.com/in/georginahealy/Instagram: https://www.instagram.com/georginahealytech/The Day One NetworkIn The Blink of AI is part of Day One, the podcast network dedicated to founders, operators & investors.Sign up to get your weekly insights into the up-and-coming AI startups: https://dayone.fm/newsletter Mentioned in this episode:Vanta Ad_BAI Jul25Vanta Ad_BAI Jul25Vanta Ad_BAI Jul25Deel x PX_Post Intro