A short transcript excerpt from a January 2, 2025 YouTube video titled "AI Revolution: Future of Support and Pricing" featuring Jason M. Lemkin and another speaker. They discuss how AI for customer support depends heavily on a well-trained knowledge base and good implementation (not just standalone model quality). Key points: strong KBs can yield high resolution rates (60–70% cited by a speaker), implementations often fail to connect operational data (example: Zendesk + OpenAI-based system not recognizing a delivered chair), and the technology is still early but rapidly improving.
Chapters
I, I agree. Not only that, my advice is don't overanalyze it. Close the customer. You know, too much talk about pricing, not enough talk about, about, about great product. It'll figure itself out. And even if Elias is trying to figure out, it doesn't. He can change his model in a year or two. Yeah, who cares?
And that's the starting point. So when we look at our customers who are getting like 60, 70% resolution with the agent, it's because they had a really good knowledge base. Yeah, because you got to train it. And if you have an awesome knowledge base, it's well trained, it can answer it. But there's a lot to the craft. Like you've got to upload that knowledge base. You've got to, it's got to get smart on that. Then you've got to have it listening to every support call that's going on. Be able to turn it up and down on your best support reps over time and that'll get better.
Yeah, I really. We're still all learning. I'm not a HubSpot support agent. In 2025, with all of the HubSpot data, I'm not convinced the best standalone AI agent can beat it. I am convinced they can build, they already can build better technology. And I went through this with a company where they graded AI agents from technology versus implementation. And okay, we're not going to catch the one with standalone, the technology, but when I'm implementing, with all of our data and the training, it's like it's, it's better. Right? That's the meta question. Right? Can it. Right.
And I just, I look at agency and what Elias is building for csms.
Every day I get an email from Zendesk. The Zendesk implementation. It's not Zendesk's fault, but it's the implementation. We're still trying to track down your chair. I'm just watching this to see how it gets resolved. And nominally they have AI, they actually build their own support. They have Zendesk and then they have their own thing they built on OpenAI. But this cobbled together thing still doesn't know the chair was delivered. It still doesn't every day. I just got an email today and I don't mean to be mean. I don't want to get two chairs, but I want to see what happens because the data's there, Right? But their AI plus Zendesk can't connect at all. They don't know that the chair was already delivered to the fixed address.
It's just not completely there. It's amazing. Compared to what, six months ago? I can't wait to see what it's like from now. But it's all just. It's early.
