The Truth Behind Automation Claims in Customer Support | Cresta CEO Ping Wu

Grit

Feb 09, 2026•43 min•Ep. 278

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Episode description

Can you scale customer support without burning out agents or frustrating customers?

Ping Wu shares how Cresta combines AI and human intelligence into a single system that scales sustainably for companies like United Airlines and Porsche.

In this episode, Ping also breaks down the three constraints that shape automation in the real world: conversation complexity, infrastructure debt, and customer demographics.

Guest: Ping Wu, CEO of Cresta

Connect with Ping Wu
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LinkedIn: https://www.linkedin.com/in/pingwu/

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LinkedIn: https://www.linkedin.com/in/joubin-mirzadegan-66186854/
Email: grit@kleinerperkins.com

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Learn more about Kleiner Perkins: https://www.kleinerperkins.com/

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