Businesses in highly-regulated industries like financial services, insurance, pharmaceuticals, and health care are increasingly turning to AI-powered tools to streamline complex and sensitive tasks. Conversational AI-driven interfaces are helping hospitals to track the location and delivery of a patient’s time-sensitive cancer drugs. Generative AI chatbots are helping insurance customers answer questions and solve problems. And agentic AI systems are emerging to support financial services customers in making complex financial planning and budgeting decisions. 

“Over the last 15 years of digital transformation, the orientation in many regulated sectors has been to look at digital technologies as a place to provide more cost-effective and meaningful customer experience and divert customers from higher-cost, more complex channels of service,” says Peter Neufeld, who leads the EY Studio+ digital and customer experience capability at EY for financial services companies in the UK, Europe, the Middle East, and Africa. 

For many, the “last mile” of the end-to-end customer journey can present a challenge. Services at this stage often involve much more complex interactions than the usual app or self-service portal can handle. This could be dealing with a challenging health diagnosis, addressing late mortgage payments, applying for government benefits, or understanding the lifestyle you can afford in retirement. “When we get into these more complex service needs, there’s a real bias toward human interaction,” says Neufeld. “We want to speak to someone, we want to understand whether we’re making a good decision, or we might want alternative views and perspectives.” 

But these high-cost, high-touch interactions can be less than satisfying for customers when handled through a call center if, for example, technical systems are outdated or data sources are disconnected. Those kinds of problems ultimately lead to the possibility of complaints and lost business. Good customer experience is critical for the bottom line. Customers are 3.8 times more likely to make return purchases after a successful experience than after an unsuccessful one, according to Qualtrics. Intuitive AI-driven systems— supported by robust data infrastructure that can efficiently access and share information in real time— can boost the customer experience, even in complex or sensitive situations. 

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This content was produced by Insights, the custom content arm of MIT Technology Review. It was not written by MIT Technology Review’s editorial staff.

This content was researched, designed, and written entirely by human writers, editors, analysts, and illustrators. This includes the writing of surveys and collection of data for surveys. AI tools that may have been used were limited to secondary production processes that passed thorough human review.

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This is today’s edition of The Download, our weekday newsletter that provides a daily dose of what’s going on in the world of technology.

Tech billionaires are making a risky bet with humanity’s future

Sam Altman, Jeff Bezos, Elon Musk, and others may have slightly different goals, but their grand visions for the next decade and beyond are remarkably similar.

They include aligning AI with the interests of humanity; creating an artificial superintelligence that will solve all the world’s most pressing problems; merging with that superintelligence to achieve immortality (or something close to it); establishing a permanent, self-­sustaining colony on Mars; and, ultimately, spreading out across the cosmos.

Three features play a central role with powering these visions, says Adam Becker, a science writer and astrophysicist: an unshakable certainty that technology can solve any problem, a belief in the necessity of perpetual growth, and a quasi-religious obsession with transcending our physical and biological limits.

In his timely new book, More Everything Forever: AI Overlords, Space Empires, and Silicon Valley’s Crusade to Control the Fate of Humanity, Becker reveals how these fantastical visions conceal a darker agenda. Read the full story.

—Bryan Gardiner


This story is from the next print edition of MIT Technology Review, which explores power—who has it, and who wants it. It’s set to go live on Wednesday June 25, so subscribe & save 25% to read it and get a copy of the issue when it lands!

Here’s what food and drug regulation might look like under the Trump administration

Earlier this week, two new leaders of the US Food and Drug Administration published a list of priorities for the agency. Both Marty Makary and Vinay Prasad are controversial figures in the science community. They were generally highly respected academics until the covid pandemic, when their contrarian opinions on masking, vaccines, and lockdowns turned many of their colleagues off them.

Given all this, along with recent mass firings of FDA employees, lots of people were pretty anxious to see what this list might include—and what we might expect the future of food and drug regulation in the US to look like. So let’s dive into the pair’s plans for new investigations, speedy approvals, and the “unleashing” of AI.

—Jessica Hamzelou

This article first appeared in The Checkup, MIT Technology Review’s weekly biotech newsletter. To receive it in your inbox every Thursday, and read articles like this first, sign up here.

The must-reads

I’ve combed the internet to find you today’s most fun/important/scary/fascinating stories about technology.

1 NASA is investigating leaks on the ISS
It’s postponed launching private astronauts to the station while it evaluates. (WP $)
+ Its core component has been springing small air leaks for months. (Reuters)
+ Meanwhile, this Chinese probe is en route to a near-Earth asteroid. (Wired $)

2 Undocumented migrants are using social media to warn of ICE raids
The DIY networks are anonymously reporting police presences across LA. (Wired $)
+ Platforms’ relationships with protest activism has changed drastically. (NY Mag $) 

3 Google’s AI Overviews is hallucinating about the fatal Air India crash
It incorrectly stated that it involved an Airbus plane, not a Boeing 787. (Ars Technica)
+ Why Google’s AI Overviews gets things wrong. (MIT Technology Review)

4 Chinese engineers are sneaking suitcases of hard drives into the country
To covertly train advanced AI models. (WSJ $)
+ The US is cracking down on Huawei’s ability to produce chips. (Bloomberg $)
+ What the US-China AI race overlooks. (Rest of World)

5 The National Hurricane Center is joining forces with DeepMind
It’s the first time the center has used AI to predict nature’s worst storms. (NYT $)
+ Here’s what we know about hurricanes and climate change. (MIT Technology Review)

6 OpenAI is working on a product with toymaker Mattel
AI-powered Barbies?! (FT $)
+ Nothing is safe from the creep of AI, not even playtime. (LA Times $)
+ OpenAI has ambitions to reach billions of users. (Bloomberg $)

7 Chatbots posing as licensed therapists may be breaking the law
Digital rights organizations have filed a complaint to the FTC. (404 Media)
+ How do you teach an AI model to give therapy? (MIT Technology Review)

8 Major companies are abandoning their climate commitments
But some experts argue this may not be entirely bad. (Bloomberg $)
+ Google, Amazon and the problem with Big Tech’s climate claims. (MIT Technology Review)

9 Vibe coding is shaking up software engineering
Even though AI-generated code is inherently unreliable. (Wired $)
+ What is vibe coding, exactly? (MIT Technology Review)

10 TikTok really loves hotdogs 🌭
And who can blame it? (Insider $)

Quote of the day

“It kind of jams two years of work into two months.”

—Andrew Butcher, president of the Maine Connectivity Authority, tells Ars Technica why it’s so difficult to meet the Trump administration’s new plans to increase broadband access in certain states.

One more thing

The surprising barrier that keeps us from building the housing we need

It’s a tough time to try and buy a home in America. From the beginning of the pandemic to early 2024, US home prices rose by 47%. In large swaths of the country, buying a home is no longer a possibility even for those with middle-class incomes. For many, that marks the end of an American dream built around owning a house. Over the same time, rents have gone up 26%.

The reason for the current rise in the cost of housing is clear to most economists: a lack of supply. Simply put, we don’t build enough houses and apartments, and we haven’t for years.

But the reality is that even if we ease the endless permitting delays and begin cutting red tape, we will still be faced with a distressing fact: The construction industry is not very efficient when it comes to building stuff. Read the full story.

—David Rotman

We can still have nice things

A place for comfort, fun and distraction to brighten up your day. (Got any ideas? Drop me a line or skeet ’em at me.)

+ If you’re one of the unlucky people who has triskaidekaphobia, look away now.
+ 15-year old Nicholas is preparing to head from his home in the UK to Japan to become a professional sumo wrestler.
+ Earlier this week, London played host to 20,000 women in bald caps. But why? ($)
+ Why do dads watch TV standing up? I need to know.

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“The best way to predict the future is to invent it,” the famed computer scientist Alan Kay once said. Uttered more out of exasperation than as inspiration, his remark has nevertheless attained gospel-like status among Silicon Valley entrepreneurs, in particular a handful of tech billionaires who fancy themselves the chief architects of humanity’s future. 

Sam Altman, Jeff Bezos, Elon Musk, and others may have slightly different goals and ambitions in the near term, but their grand visions for the next decade and beyond are remarkably similar. Framed less as technological objectives and more as existential imperatives, they include aligning AI with the interests of humanity; creating an artificial superintelligence that will solve all the world’s most pressing problems; merging with that superintelligence to achieve immortality (or something close to it); establishing a permanent, self-­sustaining colony on Mars; and, ultimately, spreading out across the cosmos.

While there’s a sprawling patchwork of ideas and philosophies powering these visions, three features play a central role, says Adam Becker, a science writer and astrophysicist: an unshakable certainty that technology can solve any problem, a belief in the necessity of perpetual growth, and a quasi-religious obsession with transcending our physical and biological limits. In his timely new book, More Everything Forever: AI Overlords, Space Empires, and Silicon Valley’s Crusade to Control the Fate of Humanity, Becker calls this triumvirate of beliefs the “ideology of technological salvation” and warns that tech titans are using it to steer humanity in a dangerous direction. 

“In most of these isms you’ll find the idea of escape and transcendence, as well as the promise of an amazing future, full of unimaginable wonders—so long as we don’t get in the way of technological progress.”

“The credence that tech billionaires give to these specific science-fictional futures validates their pursuit of more—to portray the growth of their businesses as a moral imperative, to reduce the complex problems of the world to simple questions of technology, [and] to justify nearly any action they might want to take,” he writes. Becker argues that the only way to break free of these visions is to see them for what they are: a convenient excuse to continue destroying the environment, skirt regulations, amass more power and control, and dismiss the very real problems of today to focus on the imagined ones of tomorrow. 

A lot of critics, academics, and journalists have tried to define or distill the Silicon Valley ethos over the years. There was the “Californian Ideology” in the mid-’90s, the “Move fast and break things” era of the early 2000s, and more recently the Libertarianism for me, feudalism for thee  or “techno-­authoritarian” views. How do you see the “ideology of technological salvation” fitting in? 

I’d say it’s very much of a piece with those earlier attempts to describe the Silicon Valley mindset. I mean, you can draw a pretty straight line from Max More’s principles of transhumanism in the ’90s to the Californian Ideology [a mashup of countercultural, libertarian, and neoliberal values] and through to what I call the ideology of technological salvation. The fact is, many of the ideas that define or animate Silicon Valley thinking have never been much of a ­mystery—libertarianism, an antipathy toward the government and regulation, the boundless faith in technology, the obsession with optimization. 

What can be difficult is to parse where all these ideas come from and how they fit together—or if they fit together at all. I came up with the ideology of technological salvation as a way to name and give shape to a group of interrelated concepts and philosophies that can seem sprawling and ill-defined at first, but that actually sit at the center of a worldview shared by venture capitalists, executives, and other thought leaders in the tech industry. 

Readers will likely be familiar with the tech billionaires featured in your book and at least some of their ambitions. I’m guessing they’ll be less familiar with the various “isms” that you argue have influenced or guided their thinking. Effective altruism, rationalism, long­termism, extropianism, effective accelerationism, futurism, singularitarianism, ­transhumanism—there are a lot of them. Is there something that they all share? 

They’re definitely connected. In a sense, you could say they’re all versions or instantiations of the ideology of technological salvation, but there are also some very deep historical connections between the people in these groups and their aims and beliefs. The Extropians in the late ’80s believed in self-­transformation through technology and freedom from limitations of any kind—ideas that Ray Kurzweil eventually helped popularize and legitimize for a larger audience with the Singularity

In most of these isms you’ll find the idea of escape and transcendence, as well as the promise of an amazing future, full of unimaginable wonders—so long as we don’t get in the way of technological progress. I should say that AI researcher Timnit Gebru and philosopher Émile Torres have also done a lot of great work linking these ideologies to one another and showing how they all have ties to racism, misogyny, and eugenics.

You argue that the Singularity is the purest expression of the ideology of technological salvation. How so?

Well, for one thing, it’s just this very simple, straightforward idea—the Singularity is coming and will occur when we merge our brains with the cloud and expand our intelligence a millionfold. This will then deepen our awareness and consciousness and everything will be amazing. In many ways, it’s a fantastical vision of a perfect technological utopia. We’re all going to live as long as we want in an eternal paradise, watched over by machines of loving grace, and everything will just get exponentially better forever. The end.

The other isms I talk about in the book have a little more … heft isn’t the right word—they just have more stuff going on. There’s more to them, right? The rationalists and the effective altruists and the longtermists—they think that something like a singularity will happen, or could happen, but that there’s this really big danger between where we are now and that potential event. We have to address the fact that an all-powerful AI might destroy humanity—the so-called alignment problem—before any singularity can happen. 

Then you’ve got the effective accelerationists, who are more like Kurzweil, but they’ve got more of a tech-bro spin on things. They’ve taken some of the older transhumanist ideas from the Singularity and updated them for startup culture. Marc Andreessen’s “Techno-Optimist Manifesto” [from 2023] is a good example. You could argue that all of these other philosophies that have gained purchase in Silicon Valley are just twists on Kurzweil’s Singularity, each one building on top of the core ideas of transcendence, techno­-optimism, and exponential growth. 

Early on in the book you take aim at that idea of exponential growthspecifically, Kurzweil’s “Law of Accelerating Returns.” Could you explain what that is and why you think it’s flawed?

Kurzweil thinks there’s this immutable “Law of Accelerating Returns” at work in the affairs of the universe, especially when it comes to technology. It’s the idea that technological progress isn’t linear but exponential. Advancements in one technology fuel even more rapid advancements in the future, which in turn lead to greater complexity and greater technological power, and on and on. This is just a mistake. Kurzweil uses the Law of Accelerating Returns to explain why the Singularity is inevitable, but to be clear, he’s far from the only one who believes in this so-called law.

“I really believe that when you get as rich as some of these guys are, you can just do things that seem like thinking and no one is really going to correct you or tell you things you don’t want to hear.”

My sense is that it’s an idea that comes from staring at Moore’s Law for too long. Moore’s Law is of course the famous prediction that the number of transistors on a chip will double roughly every two years, with a minimal increase in cost. Now, that has in fact happened for the last 50 years or so, but not because of some fundamental law in the universe. It’s because the tech industry made a choice and some very sizable investments to make it happen. Moore’s Law was ultimately this really interesting observation or projection of a historical trend, but even Gordon Moore [who first articulated it] knew that it wouldn’t and couldn’t last forever. In fact, some think it’s already over

These ideologies take inspiration from some pretty unsavory characters. Transhumanism, you say, was first popularized by the eugenicist Julian Huxley in a speech in 1951. Marc Andreessen’s “Techno-Optimist Manifesto” name-checks the noted fascist Filippo Tommaso Marinetti and his futurist manifesto. Did you get the sense while researching the book that the tech titans who champion these ideas understand their dangerous origins?

You’re assuming in the framing of that question that there’s any rigorous thought going on here at all. As I say in the book, Andreessen’s manifesto runs almost entirely on vibes, not logic. I think someone may have told him about the futurist manifesto at some point, and he just sort of liked the general vibe, which is why he paraphrases a part of it. Maybe he learned something about Marinetti and forgot it. Maybe he didn’t care. 

I really believe that when you get as rich as some of these guys are, you can just do things that seem like thinking and no one is really going to correct you or tell you things you don’t want to hear. For many of these billionaires, the vibes of fascism, authoritarianism, and colonialism are attractive because they’re fundamentally about creating a fantasy of control. 

You argue that these visions of the future are being used to hasten environmental destruction, increase authoritarianism, and exacerbate inequalities. You also admit that they appeal to lots of people who aren’t billionaires. Why do you think that is? 

I think a lot of us are also attracted to these ideas for the same reasons the tech billionaires are—they offer this fantasy of knowing what the future holds, of transcending death, and a sense that someone or something out there is in control. It’s hard to overstate how comforting a simple, coherent narrative can be in an increasingly complex and fast-moving world. This is of course what religion offers for many of us, and I don’t think it’s an accident that a sizable number of people in the rationalist and effective altruist communities are actually ex-evangelicals.

More than any one specific technology, it seems like the most consequential thing these billionaires have invented is a sense of inevitability—that their visions for the future are somehow predestined. How does one fight against that?

It’s a difficult question. For me, the answer was to write this book. I guess I’d also say this: Silicon Valley enjoyed well over a decade with little to no pushback on anything. That’s definitely a big part of how we ended up in this mess. There was no regulation, very little critical coverage in the press, and a lot of self-mythologizing going on. Things have started to change, especially as the social and environmental damage that tech companies and industry leaders have helped facilitate has become more clear. That understanding is an essential part of deflating the power of these tech billionaires and breaking free of their visions. When we understand that these dreams of the future are actually nightmares for the rest of us, I think you’ll see that sense
of inevitability vanish pretty fast. 

This interview was edited for length and clarity.

Bryan Gardiner is a writer based in Oakland, California. 

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