Zhang: Defining good performance is hardest part of replacing enterprise human labor
Jesse Zhang · The Future of AI Agents | Jesse Zhang Interview · Invest Like The Best · Oct 6, 2025 · at 25:21
Decagon CEO Jesse Zhang discusses operational bottlenecks when implementing enterprise AI customer service agents.
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“If you're going to be replacing human labor, you need to, you know, know what good human labor is. What we found is like, okay, well, can someone just tell us, like, what are all the, what are the answers to all these questions? And most people don't actually know. Like, no one in their head is like, because these are large, complex organizations, right? No one is like the person where like, hey, I know how to answer all these questions. And so you have to design a process where it's very easy to extract these answers from all the people that do know.”
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