The traditional call center may soon be a thing of the past. Jessie Zhang is building AI agents designed to replace monotonous human labor and transform how consumers interact with brands. Elad Gil sits down with Jesse Zhang, co-founder and CEO of Decagon, an AI agent company at the forefront of ...
The traditional call center may soon be a thing of the past. Jessie Zhang is building AI agents designed to replace monotonous human labor and transform how consumers interact with brands. Elad Gil sits down with Jesse Zhang, co-founder and CEO of Decagon, an AI agent company at the forefront of AI customer service. Jesse talks about how Decagon secured large enterprise clients and the impact of its AI agents, his journey as a second-time founder, and Decagon’s company culture. Plus, they discuss what the future of agentic customer service may look like.
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Chapters:
00:00 – Jesse Zhang Introduction
00:30 – Decagon’s Services
01:11 – Decagon’s Customers and Growth
02:41 – Productivity Gains with Decagon
03:33 – How Decagon Integrates in Customer Workflows
04:25 – Jesse’s Second Time Founder Story
05:41 – Jesse’s Hiring Philosophy
09:13 – Counter-intuitive Advice for Founders
11:19 – How Decagon Thinks About Talent
14:12 – Areas for Longer Term Planning
15:37 – Decagon’s Path to Customer Service
16:57 – Thoughts on Pushing Into the Application Layer
19:40 – What Decagon Does Uniquely
22:05 – Pricing Services in the AI Age
24:46 – How Decagon Sees Customer Service
25:53 – Defining Long-Term Success for Decagon
27:41 – Jesse’s Views on an Agentic Future
31:22 – Conclusion