Pushing the boundaries of autonomy, an engineer on the Goose team has their agent monitor all their communications. The agent then intervenes, proactively developing new features that were merely discussed with colleagues and opening a pull request without being prompted.
To quantify the real-world impact of its AI tools, Block tracks a simple but powerful metric: "manual hours saved." This KPI combines qualitative and quantitative signals to provide a clear measure of ROI, with a target to save 25% of manual hours across the company.
Block is re-architecting its entire business by treating all functions—from payments to HR—as a collection of capabilities. These are unified and accessed through a central AI agent middleware layer (Goose), orchestrating workflows across previously siloed product and corporate functions.
Block's AI agent, Goose, has an accessible UI that allows non-technical employees in roles like sales and finance to build their own software dashboards and tools. This democratizes software creation within the enterprise, turning domain experts into citizen developers.
In an extreme example of recursive development, Block's team uses their open-source AI agent, Goose, to write most of the new code for the Goose project itself. The ultimate goal is for the agent to become completely autonomous, rewriting itself from scratch for each release.
To accelerate AI adoption, Block intentionally dismantled its siloed General Manager (GM) structure, which had given autonomy to units like Cash App. They centralized into a functional organization to drive engineering excellence, unify policies, and create a strong foundation for a company-wide AI transformation.
Instead of pre-engineering tool integrations, Block lets its AI agent Goose learn by doing. Successful user-driven workflows can be saved as shareable "recipes," allowing emergent capabilities to be captured and scaled. They found the agent is more capable this way than if they tried to make tools "Goose-friendly."
Block's CTO believes the key to building complex applications with AI isn't a single, powerful model. Instead, he predicts a future of "swarm intelligence"—where hundreds of smaller, cheaper, open-source agents work collaboratively, with their collective capability surpassing any individual large model.