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