customer support
4 statements across 3 episodes · 2 bullish · 0 bearish · 3 people on the record · first statement Jan 2, 2019 by Benedict Evans · across every show →
Everything said about customer support, oldest first
Jan 2, 2019
Evans: Chatbots work for customer support, not browsing product catalogs
“Well, there's some interaction patterns where that's going to work really well. Like if you want, if you placed an order online and you want to change the order or you want to see if it's available and you want to ask like an actual question, there's an actual…”
Feb 9, 2026 neutral
Jul 30, 2026 positive
Sreenivas: Improved model instruction-following unlocks open-ended workflows like sales discovery
“When you had models, you know, let's say a few years ago, you'd have to give it very, very tight guidance, very specific instructions that you didn't want it to deviate from, and as the models got smarter, you could kind of give it broader and broader guidance…”
Jul 30, 2026 positive
Sreenivas: AI agents across support and sales fundamentally execute business processes
“The thing that we built and we kind of built this intentionally from the start was not an agent that does customer support well, but rather an agent that follows business process well. And executing on operational workflows, doing sales lead qualifications, an…”