Mar 12 2025 34 mins
This week, we are chatting with Bihan Jiang, a product lead at Decagon. Decagon is reimagining customer service with AI agents. The company recently raised a $65M Series B and is trusted by companies such as Eventbrite, Substack, ClassPass, Rippling, Notion, and more.
We dive into her journey starting at Scale AI after Stanford, moving to the application side of AI, LLM capabilities powering Decagon, and how customers are using Decagon to elevate their customer experience. We also dive into how Decagon is powering email, SMS, and voice and how they adhere to customers' requests for accuracy and reliability.
Episode Chapters:
- Growing up in Texas - 1:53
- AI powered PM - 3:22
- Career progression - 6:12
- Customer support market - 8:58
- Users of Decagon - 13:13
- Can we automate 100%? - 16:28
- Moving into voice AI - 17:25
- Customer research - 22:22
- Product roadmap decisions - 26:44
- Joining an AI startup - 29:15
- Ending questions - 32:37
As always, feel free to contact us at [email protected]. We would love to hear ideas for content, guests, and overall feedback.
This episode is brought to you by Grata, the world's leading deal sourcing platform. Our AI-powered search, investment-grade data, and intuitive workflows give you the edge needed to find and win deals in your industry. Visit grata.com to schedule a demo today.
Fresh out of Y Combinator’s Summer batch, Overlap is an AI-driven app that uses LLMs to curate the best moments from podcast episodes. Imagine having a smart assistant who reads through every podcast transcript, finds the best parts or parts most relevant to your search, and strings them together to form a new curated stream of content - that is what Overlap does. Podcasts are an exponentially growing source of unique information. Make use of it! Check out Overlap 2.0 on the App Store today.