Why We Say “Thank You” to ChatGPT More Than to Humans and Why Security Can’t Wait

People say "thank you" to ChatGPT more than to customer service reps.

Customer service became so thankless that we're more polite to robots than to humans doing robot work.

An amazing support interaction makes you fall in love with a brand. A terrible one makes you hate it.

During Y Combinator, onboarding our first big customer, I remember watching customers’ home addresses, payment details, and full names flow into our system and thinking:

Wow, people are really trusting us with everything.

It's why security was never optional for us, and that responsibility changes how you build your product.

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Before 14.ai, I built Snips: a privacy-first voice AI acquired by Sonos, now powering all voice interactions on their speakers. We spent a decade making sure people's data stays theirs.

Privacy is who we are, and it's why customer support felt like the obvious next chapter.

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So when it came time to get SOC 2 certified, it wasn't for sales (although it helped). We needed the entire company more secure for our clients, their customers, and us.

But we also wanted it fast and not slow us down.

We looked at every option. And found Oneleet special since their founders actually come from security.

On a Saturday, Samuel jumped on with us and spent hours making sure we got there. A deal was on the line and they treated it like it was theirs too.

Whole process was easy and fast. Now they still feel like part of the team, I Slack them random security questions.

If you're a founder on the fence: better sooner than later, or worse, too late.