Why Your Customer Support Tools Won't Cut It in the AI Era with Jesse Zhang, CEO of Decagon

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Barrchives

Barr Yaron

23 episodes

1 week ago

Founders are trying to figure out how to build their companies (and cultures) around AI. But the specifics — like how much (if at all) to invest in research, how to build the right team, and how to evaluate whether their systems work as intended—are still up in the air. Join Barrchives as we speak with the founder-CEOs who are pushing the boundaries of AI, and share their decisions and their stories. Hosted by Barr Yaron, Partner at Amplify Partners.

Entrepreneurship

Business

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Entrepreneurship

Business

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Why Your Customer Support Tools Won't Cut It in the AI Era with Jesse Zhang, CEO of Decagon

Barrchives

45 minutes 8 seconds

8 months ago

Why Your Customer Support Tools Won't Cut It in the AI Era with Jesse Zhang, CEO of Decagon

This episode consists of the following chapters: 00:00 - Introduction to Jesse Zhang and Decagon02:33 - Why customer support emerged as a clear use case for AI05:00 - The importance of discovery and understanding customer value08:20 - The Decagon product architecture: core AI agent, routing, and human assistance11:01 - How enterprise logic is integrated into the AI agent15:45 - Shared frameworks across different customers and industries17:12 - How AI agents are changing organizational planning19:59 - Automatically identifying knowledge gaps to improve resolution rates22:57 - Handling routing across different modalities (text and voice)26:09 - The continued importance of humans in customer support30:17 - The evolving role of human agents: supervising, QA, and logic building36:57 - Value-based pricing tied to the work AI performs39:17 - How sophisticated buyers evaluate AI customer support solutionsSubscribe to the Barrchives newsletter: www.barrchives.comSpotify: https://open.spotify.com/show/37O8Pb0LgqpqTXo2GZiPXfApple: https://podcasts.apple.com/us/podcast/barrchives/id1774292613Twitter: https://x.com/barrnanasLinkedIn: https://www.linkedin.com/in/barryaron/