AI + a16z Can AI Agents Finally Fix Customer Support?
65 snips
Dec 18, 2024 
Jesse Zhang, Co-founder and CEO of Decagon, shares insights from his background, including a prior venture acquired by Niantic. He discusses how large language models are revolutionizing customer support, emphasizing customizable AI agents that adapt to specific business needs. The conversation shifts to innovative pricing models, like pay-per-conversation, enabling startups to disrupt traditional seat-based pricing. Zhang highlights the agility of younger companies in iterating quickly, providing them an edge in the competitive landscape of AI-driven customer service.
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Decagon's Focus
- Jesse Zhang's team at Decagon focuses on building AI agents for customer service.
- This relatable use case stemmed from common frustrations with automated support systems.
Real-World Agent Success
- Real-world AI agent success hinges on quantifiable ROI and incremental implementation.
- Support excels in both areas, unlike security, due to clear metrics and fallback options.
Empowering Users
- Empower users with tools to manage AI agents and define their own guardrails.
- Every customer understands their business logic and needs best, enabling customized AI.