A Conversation with Jekka Founder on Human-Level AI Agent Customer Service: AI's Boundaries, Large-Scale Implementation, and the Endgame
October 27, 2025
Where Are the Boundaries of AI?
This isn't just about AI winning Olympiad gold medals, conducting independent research, or one viral demo after another. Demos only show the ceiling — a kind of intelligence under ideal conditions. What truly determines whether AI is "reliable" isn't its occasional peak performance, but its stability and variance control under the worst possible conditions.
And Jekka's understanding of this was different from the start.
While most companies were still chasing model benchmarks and SOTA rankings, Jekka chose to do something concrete and real: make AI capable of executing SOPs, communicating naturally over phone calls, and responding organically after understanding instructions.
Jekka's founder Aaron believes that 99% of today's market bubble stems from excessive faith in Scaling Laws, or the illusion that "intelligence matters more than reliability." He isn't fixated on grand concepts like AGI. Instead, he works bottom-up, understanding AI's true boundaries through repeated testing. Ninety percent of Jekka's team is dedicated to building test sets, test processes, and testing tools.
This also explains why Jekka chose to enter through "customer service" — a link often overlooked.
In Aaron's view, customer service is fundamentally about serving human needs, and it's also the starting point for AI-human interaction. ChatGPT's real-world deployment began with customer service scenarios, and Silicon Valley stars like Sierra and Decagon have long treated customer service as a core battleground. Jekka believes: AI shouldn't just pursue PhD-level intelligence — it must first solve the "reliability" problem. Is it dependable? Correctable? Does it remember? Can it learn? Like a colleague you can actually trust.
The Jekka team hails from MSRA, Amazon, Google, Alibaba, and other leading companies, with substantial AI technical expertise. Jekka provides customers with AI products delivering 80%+ independent resolution rates and 99%+ accuracy, processing millions of text and voice interactions daily and consuming hundreds of millions of tokens per day. Currently, Jekka operates across the US, Singapore, Hong Kong, and mainland China. It is the first official model provider for both Douyin and Youzan, and provides AI Agent services to numerous Fortune 500 companies at home and abroad, covering industry leaders in e-commerce, logistics, unmanned economy, and more.
People are the most expensive, and also the cheapest. What may be most precious in the future isn't intelligence or labor, but that one attempt driven by curiosity.
AI ≠ Humans: Humans Are White Boxes, AI Is a Black Box
00:57 Jekka is an AI Agent provider with human-level capabilities
01:59 Entrepreneurship is the expression of essential curiosity
04:27 Starting a business broadens one's understanding of human boundaries
05:57 Endowing AI with some "human qualities"
08:14 AI is a language that transcends entities
10:54 When humans do things, it's a "white box" process
14:18 AI can never accurately predict the next token
The Essence of Communication Is Consistent
16:34 Customer service is the starting point of AI, and will also be its endpoint
17:02 For enterprises, "reliability" is the most important criterion
21:38 The boundary of AI: possessing human-like empathy
26:11 The foundation of a reliable AI is stability and variance control
35:34 The greatest compounding comes from the AI industry itself
41:21 Immediacy is the core value that future AI Agents strive to achieve
Do the Thing That Most Ignites Curiosity
45:02 Basic needs of AI startup teams
47:42 AI also has an emotional, humanities side
50:11 Let curiosity drive the team to experiment
53:09 Humans are underserved
57:53 If you feel the impulse inside, just do it
Producers: Neya, Ruitong, Cindy
Post-production: Yanaego
This Is Seriously True is a general business podcast produced by ZhenFund, where the ZhenFund investment team will share the latest hot topics and industry insights with leaders across various fields.
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