AI Customer Support
topic on 5 shows · 7 statements across 5 episodes
We Live to Build 
the Neon Show 
Top Founders 
the a16z Podcast 
TBPN
7 statements about AI Customer Support, every show
Heights Platform AI detects customer frustration to trigger human escalations
“And if our AI detects that, hey, maybe this person's a little bit frustrated, even if they didn't ask to talk to a human, it'll escalate it to us.”
Ambati: Current spike in AI voice and support automation will fade
“Anything that has a human-to-human touchpoint should be the last one that should get automated. Today we're just probably seeing that first, ah, sort of spike, but then that should probably, you know, die out soon, I feel.”
Ahluwalia: Sierra and Decagon are valued at nearly $10B
“Customer support has companies like Sierra, Decagan, Which are already almost ten billion dollar companies.”
Ambati: Sierra and peers will soon solve AI empathy and intervention
“And I'm betting that I'm, companies like Sierra and others will figure this out soon. But if they don't, then I think the spike has to come down.”
Kahlow: Customer support AI platforms operate as low-margin businesses
“They're solving the problem of, you know, solving support cases and tickets. That is a very low margin business, right? So, like, you can't have a million conversations and have it cost a lot because there's not a big upside to that.”
Lingelbach: Real-time video faces deter customers from yelling at AI support agents
“We see this now when we're talking to customer support companies that are thinking about integrating real-time video. It's a lot harder to, like, yell at An assistant that has a face that's staring at you that can, like, wince.”