Uploaded February 2026 | Updated September 2026, 1 week ago

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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
X: https://x.com/ping_wu
LinkedIn: linkedin.com/in/pingwu

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

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linkedin.com/company/kpgrit

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​Learn more about Kleiner Perkins: kleinerperkins.com

00:00 Trailer
00:56 Introduction
04:15 Insights from Industry Leaders
08:48 Automation vs. Human Interaction
12:36 Complexity in AI Implementation
15:36 Future of AI in Contact Centers
21:43 Concrete AI Use Cases and Value
24:40 Evaluating Funding Opportunities
30:32 Embracing the Paradigm Shift
38:14 The Future of Customer Experience