Jason M. Lemkin says a well-trained AI beats most human sales reps because it knows every product detail, never sleeps, and doesn't get tired. Across 32,000 chats, people preferred great AI to average humans. In one support deployment with 20,000 e-commerce customers, AI agents hit top 10% satisfaction scores.
Questions this video answers
~32,000 chats.
~20,000 e-commerce customers (cited as "20,000 coming up on 100 million in revenue").
Always in the top 10% of CSAT (not the number one agent, but within the top 10%).
Chapters
If you train a great AI for sales or support, no human being, even Amelia, who's the best energy, no human being will ever know the product as well as the AI. They'll know every integration, every spec, every objection. They will know every similar. You know. Hi, I'm Drata. Is there anyone like me coming to Saster Annual? Yes. You know, you can say Vanta has been there for five years. The rep might not know that. The rep will know every similar customer, every competitor, everything that knows it cold. And it doesn't judge you. It doesn't judge you. Okay, sorry. I guess, I thought, I guess I skipped four. Four wasn't that important. Okay, five. Five. This is one that a lot of folks challenge. A lot. I see this all the time on LinkedIn. AI is not going to work because people want to talk to people. AI is not going to really work in sales because people are going to want to talk to people. Look, let's be clear. If you have the world's best sales rep available 24 hours a day, that is there for you, I would rather talk to the single best sales rep at any company than an AI, the single best one. If for no other reason I can get a sense of the product, they'll probably tell me a few things they shouldn't. I'll get some war stories. Of course I want to talk to a human. But I have to tell you, across 32,000 chats, people love to chat to a great AI. More than a mid pack or mediocre human. They love it. Here's a few. You're awesome. Thanks for doing what you do to our AI Again. Thank you. Great help. Thank you. Thank you. People love it. They love to talk to a great AI. And if you're skeptical that people want to talk to people, honestly, here's what I would say. Go, go find five SaaS products today and go inbound and see how terrible the experience is today. See how many days it takes to set up a meeting and then ask them a, a, a slightly complicated question that you could figure out from their website. Okay. How does your zoom integration work? They're going to have no idea, but it's right on the website. You know who will know? The AI. The AI will know. And people already across our 32,000 conversation, they prefer to talk to the AI. So if you're skeptical, if you think people want to talk to people, I'm not saying you're wrong, but I am saying it may only end up being true like 10% of the time. And what you see in this, in the support space. Gorgeous again. 20,000 coming up on 100 million in revenue. 20,000 e commerce customers with AI. What they found rolling out all these AIs is the AI is never the number one person in support, right? These, these are, these are, these are merchants with typically 5 to 500 folks doing human support. And they found that it's never number one. It's never the number one agent that the AI is, but it's always in the top 10%. It's always in the top 10% of CSAT. Think about that. The AI isn't perfect. It does escalate things to humans when it needs to. It.
