What if a single AI voice agent could handle 100,000 calls a day and free up your entire support team?

Episode Summary:

In this episode of Lobster Talks, Gabriel sits down with Kevin Wu, founder of Leaping AI, to unpack how voice-powered AI is automating 50–70% of repetitive support calls, self-optimizing over time, and achieving 90% customer satisfaction. We dive into the origin story, technical stack, ROI metrics, human-in-the-loop safeguards, and bold predictions for 2030.

You’ll learn:

How Leaping AI began: from BCG ideation to the first major enterprise customer

The differentiator: combining voice AI with evaluation and self-optimization modules

Managing edge cases and human fallback to maintain 90% satisfaction

Tech stack overview: orchestration layer, Twilio, multiple TTS/ASR providers, LLMs

Calculating ROI and setting realistic metrics with weekly check-ins

Future bets: AI vs. human empathy, integration challenges, market structure by 2030

Practical advice for CX leaders overwhelmed by AI hype

Chapters:

00:00 Introduction to Leaping AI with Kevin Wu

00:59 Kevin Wu's Journey and Inspiration

02:10 Winning the First Customer

02:41 Leaping AI's Unique Selling Points

03:59 Self-Improving AI Agents

05:17 Handling Edge Cases and Human Involvement

06:32 Early Days and First AI Call

07:33 Challenges and Continuous Improvement

09:00 Market Position and Competitor Insights

13:47 Customer Metrics and ROI

17:18 Technical Stack and Partnerships

19:09 Sponsor Message and Text-to-Speech Choices

19:32 The Best AI Voice Provider: Does It Exist?

21:10 Challenges in Voice AI for Sales

23:31 Implementing AI in Customer Support

25:37 Customer Reactions to AI

29:32 Future Predictions for AI in Customer Service

37:45 Getting Started with AI in Customer Service

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