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Gen AI for support engineers: A Kahuna Labs case study
Manage episode 439555835 series 3580778
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In this episode, Sanjeev Gupta talks about transforming the world of support engineering using Gen AI. An industry that is ripe for disruption, he unpacks the market potential, key challenges, and Kahuna Labs' unique approach to solving a problem that has stumped may. But perhaps most fascinating of all, Sanjeev spotlights the necessary shift from Enterprise Knowledge Graphs to Customer Knowledge Graphs. He also offers a perspective on the VC "waiting game" and how vendors can maximize the technology’s potential. Spoiler: it's not about immediately replacing humans. Tune in to find out where things stand.
Sanjeev is a co-founder and CEO of Kahuna Labs, a Gen-AI startup that is transforming Support Engineering. Sanjeev has a 25+ year career in leadership roles at tech companies ranging from small startups to industry leaders, two of which had an IPO during his tenure. Sanjeev led Customer Solutions Engineering worldwide at Google. Prior to starting Kahuna Labs, he led all New Product Introduction at Palo Alto Networks.
00:00 Introduction and Overview
01:15 Bringing Gen AI into Support Engineering
05:57 The Transformational Potential of Gen AI
09:53 Improving Efficiency and Customer Support
15:27 Building a Customer Knowledge Graph
17:05 The Journey to AI-Driven Support Engineering
19:15 Gen AI’s Impact on Industries
22:44 The Human-AI Equation
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