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 Decagon

02:33 - Why customer support emerged as a clear use case for AI

05:00 - The importance of discovery and understanding customer value

08:20 - The Decagon product architecture: core AI agent, routing, and human assistance

11:01 - How enterprise logic is integrated into the AI agent

15:45 - Shared frameworks across different customers and industries

17:12 - How AI agents are changing organizational planning

19:59 - Automatically identifying knowledge gaps to improve resolution rates

22:57 - Handling routing across different modalities (text and voice)

26:09 - The continued importance of humans in customer support

30:17 - The evolving role of human agents: supervising, QA, and logic building

36:57 - Value-based pricing tied to the work AI performs

39:17 - How sophisticated buyers evaluate AI customer support solutions

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