Jesse Zhang

speaker

306 appearances 1 recordings 1 series first heard Jan 2025 last heard Jan 2025

Jesse Zhang’s voice in public audio — every appearance, attributed to the second.

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No Priors: Artificial Intelligence | Technology | Startups · How AI Agents Are Transforming Customer Support, with Decagon’s Jesse Zhang · 16 Jan 2025 podcast

Uh a lot of my friends use the product.

And

Then as a result, because you have a large customer base, like people have questions, people have things that they need help on, and so like the the the number of support inquiries basically grows linearly with the uh number of number of users.

And because of that, because they're growing so fast, uh basically exponentially, that means the number of support queries is also growing exponentially.

So when they first start using us, that was like the main goal.

It's like, holy crap, we're getting overwhelmed by all this volume.

Can AI help you?

Uh and so the thing that ended up happening there was yeah, within

Um a basically a month of starting use us, they were able to, you know, stop scaling their their team and um the AI would take over a lot of the automation, just makes everything very smooth.

And then now uh basically we're almost almost a year in at this point.

They've been able to really restructure their customer support team.

And again, we we published a case study on this where they were able to quantify like, okay, what are the savings, right?

And so so far uh it's around sixty five agents of just like headcounts.

Safe, so very tangible uh difference and then for us it's also great because we're able to um you know provide them the value there.

It's like a very easy ROI.

But the customer experience is also a lot snappier and you know, they get a lot of social media posts about like holy crap, like I just tried, you know, built reward support thing and it's doesn't feel like any sort of AI or chatbot system we've ever used before.

So um that makes us happy.

Uh like you said, everyone has the same access to the same models.

We see ourselves very much as a software company.

We're obviously doing a lot of work around AI and like using the AI models a lot, but I would argue that most applications nowadays are they're real software companies and AI models are kind of tools that everyone can use.

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