Training Data Why AI Will Transform Customer Experience: Cresta CEO Ping Wu and Sequoia’s Doug Leone
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Oct 14, 2025 
Ping Wu, CEO of Cresta and former Google contact center innovator, discusses transforming customer service through AI without full automation. He emphasizes an 'abundance mindset,' advocating for AI-assisted human interactions. Doug Leone from Sequoia Capital shares insights on the rapid evolution of AI companies, likening it to a new Industrial Revolution. They tackle the challenges of real-time AI implementation, the importance of emotional intelligence in customer interactions, and the future blending of automated and human agents.
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Continuous Personalized Customer Conversations
- AI agents can create a continuous, personalized customer conversation across the entire journey.
- Large recurrent models (LRMs) enable personalization at scale that wasn't possible before.
Speed Beats Final Percentages
- Full humanless contact centers are uncertain and will vary by company and use case.
- The core question is adoption speed, not the theoretical end-state percentage of automation.
Contact Centers Are A Broad, Large Market
- Contact centers span voice, email, chat and digital channels and employ millions of agents.
- The software and AI opportunity for this market is in the tens of billions.