How Will AI Transform Customer Support? [Ft John Wang, Assembled]

We dive in with John Wang, Co-founder and CTO of Assembled, to explore how his company pivoted from traditional workforce management to AI-powered customer support when LLMs launched. We discuss the internal tension of building AI products in "the dungeon" while maintaining their enterprise business, why enterprise AI support is harder than it looks, the critical balance between automation and human empathy in customer service, common mistakes companies make implementing AI support (going too fast vs. too slow), guardrails and hallucinations including the infamous airline refund case that changed the industry, and what customer service will look like in 2030. Essential insights for anyone implementing AI in customer-facing operations or navigating their company's AI transformation.