Intuit's AI agents hit 85% repeat usage. The secret was keeping humans involved

When Intuit shipped AI agents to 3 million customers, 85% came back. The reason, according to the company's EVP and GM: combining AI with human expertise turned out to matter more than anyone expected — not less.Marianna Tessel, the financial software company’s EVP and GM, calls this AI-HI combination a “massive ask” from its customers, noting that it provides another level of confidence and trust. “One of the things we learned that has been fascinating is really the combination of human intelligence and artificial intelligence,” Tessel said in a new VB Beyond the Pilot podcast. “Sometimes it's the combination of AI and HI that gives you better results.”Chatbots alone aren’t the answer Intuit — the parent company of QuickBooks, TurboTax, MailChimp and other widely-used financial products — was one of the first major enterprises to go all in on generative AI with its GenOS platform last June (long before fears of the "SaaSpocalypse" had SaaS companies scrambling to r