Jesse Zhang

And so something could always happen.

But the nice thing with customer service is that you have a escalation path naturally built into the way the product works.

The agent's having the conversation.

If for any reason it needs to exit, it'll just escalate to a human.

And that infrastructure is already set up.

You already have your call center.

You already have your telephony stack or whatever.

So you just connect to it.

I think that property alone just makes things way easier because these big enterprises that we work with, they're like, okay, great.

We test it internally.

And then to go live, we're just going to choose this one surface area and release it to 5% of the user base.

And even for that 5%, if anything goes wrong, it just escalates.

And so that gives people enough comfort to go for it.

Those two things, I think, are one of the big reasons why it's probably the, I would argue, the use case with the most traction at the enterprise.

And coding is another one.

Coding is a little different.

It's a lot more bottoms up.

Compare and contrast coding and customer service.

Yeah, they're very different.

Maybe one framework to think about this is that at the end of the day, what AI agents are there for is to essentially replace human labor.