Artificial intelligence is transforming industries at an unprecedented pace, yet skepticism remains high. Consumers worry about reliability and ethics, while investors hesitate over regulations and long-term viability. For startup founders, success isn’t just about creating something innovative—it’s about showing its real value and gaining trust in a fast-changing industry.
“We have to design AI in a way that people actually want to use it,” Jonathan says. “If customers don’t trust it or find it frustrating, they’ll just go back to the old way of doing things.”
As the Co-Founder and Chief Product Officer of Quickserve AI, Jonathan Lei has firsthand experience launching and scaling AI-driven automation solutions. He led the development of AI-powered concierge systems that integrate with hotel property management and booking platforms, allowing guests to request services, make reservations, and get real-time assistance through voice, SMS, and smart TV interfaces.
Before that, he played a key role at Ripple, helping expand the XRP Ledger ecosystem by developing open-source blockchain tools and launching the company’s first NFT auction marketplace. His work across industries has required balancing innovation with consumer expectations, ensuring that technology enhances rather than disrupts human interactions.
Jonathan reflects: “Startup life is making the right decision more than just working hard in the wrong direction. It’s about knowing when to pivot, when to double down, and when to rethink your entire approach.”
His insights into trust-building, AI transparency, and strategic adoption offer a roadmap for fellow entrepreneurs looking to bridge the gap between innovation and acceptance.
Jonathan brings a strong technical and entrepreneurial background, with expertise spanning AI, blockchain, and startup growth. He earned a Master of Engineering in Industrial Engineering and Operations Research from UC Berkeley and further honed his skills through Stanford’s Tech Entrepreneurship program.
Beyond building companies, Jonathan has served as a judge and mentor for major tech and startup programs, including Techstars, Cal Hacks, XRPL Grants & Accelerator, and UC Berkeley’s Master of Engineering program, where he advises emerging entrepreneurs and evaluates cutting-edge AI and blockchain innovations.
“I’ve always loved hacking things and making them better,” Jonathan says. “Whether it was coding, product design, or finding ways to improve customer experiences, I was drawn to the challenge of building something new and seeing if it could stick.”
Jonathan’s journey into AI and customer experience was shaped by his passion for problem-solving and building innovative solutions that improve everyday experiences. Growing up in Shandong, China, he was drawn to entrepreneurship from a young age, traveling to over 40 countries and developing a knack for identifying market gaps.
His early attempts at startups, including an AI-driven travel matchmaking service and a virtual reality platform for museums, helped him refine his ability to merge technology with real-world applications.
The Growing Distrust in AI: A Challenge for Startups
The AI industry is in an unusual position. On one hand, AI-driven tools like ChatGPT, voice automation, and machine learning models are transforming industries from finance to healthcare. On the other hand, consumers and businesses remain skeptical, often questioning the accuracy, privacy, and ethical implications of AI solutions.
“Our approach isn’t about replacing humans,” Jonathan says. “It’s about enabling staff to focus on what truly matters. By handling routine tasks, we give hotel teams more time to create meaningful, personalized experiences for their guests.”
For startups like Jonathan’s, which focus on AI-driven guest service automation for hotels and quick-service restaurants, earning trust is just as important as building great technology. Hotels want to ensure that AI enhances service rather than replacing human staff, while restaurant operators need confidence that automated voice ordering won’t alienate customers who prefer a personal touch. Jonathan’s approach prioritizes seamless integration, making AI a tool that supports staff and improves the overall guest experience.
“Some customers realize they’re talking to AI and immediately ask for a human,” Jonathan says. “The key is making the experience so seamless that they don’t feel the need to.”
Building Trust Through Radical Transparency
According to Jonathan, the key to overcoming distrust of AI lies in transparency, adaptability, and delivering tangible value.
“One of the core values I uphold in my company is radical transparency,” he says. “I believe in open communication, where everyone—whether it’s our customers, investors, or internal team—should have full visibility into how our AI works, its limitations, and how we address concerns.”
Rather than hiding behind AI jargon, Jonathan’s approach involves educating clients and investors on what AI can and cannot do. “AI isn’t perfect,” he acknowledges. “Instead of pretending it is, we openly discuss its capabilities and areas where human oversight is necessary. That way, we’re building trust rather than making exaggerated claims.”
For instance, at QConcierge AI, the company ensures that hotels understand exactly how AI concierge services operate. Instead of replacing human employees, AI handles routine inquiries and service requests, allowing staff to focus on providing a more personalized guest experience: “We make it clear that our technology is designed to augment human staff, not replace them,” Jonathan explains.
Demonstrating Real-World Value to Overcome Skepticism
One of the most effective ways to combat distrust is to let results speak for themselves. Jonathan has built a reputation for obsessively refining his AI products to ensure they provide genuine, measurable benefits.
“When we first launched our AI ticketing system for hotels, I personally monitored every request,” Jonathan recalls. “If a guest’s request weren’t answered in time, I would literally call the hotel front desk myself to make sure they saw the ticket.” This hands-on approach ensured that the AI enhanced efficiency without compromising guest satisfaction.
This commitment to customer experience paid off. By integrating AI concierge services at luxury hotels, Jonathan and his team achieved $70,000 in net annual savings per hotel while improving guest satisfaction scores. Additionally, Quickserve AI’s voice automation for Domino’s Pizza reduced store call volumes by 70% and cut outsourced call center costs by 30%—direct proof that AI, when properly implemented, can deliver real value.
“For startups, the best way to gain trust is through proof of impact,” Jonathan emphasizes. “You can’t just tell people AI works—you have to show them real-world success stories.”
Felipe Renovitsky, Co-Founder and COO of Amira worked with Jonathan when he collaborated on QConcierge’s sales pipeline.
He has been impressed by Jonathan’s entrepreneurial skills in AI: “He single-handedly built the MVP for their AI voice concierge, which they call ‘Q.’ He developed the first working version in just two weeks. It was a fully functional, full-stack AI agent—very impressive.”
He adds: “It wasn’t the first time Jonathan had built such an innovative system. He basically built it twice—once for Domino’s food service, automating phone orders using voice-to-text and integrating complex telephony, and then again when they pivoted to hospitality. He led the technical development and now serves as their Chief Product Officer. They’ve since grown their revenue to six figures in ARR and have paying clients. That’s a big deal.”
Investors and the AI Hype Cycle: How to Win Over Backers
Beyond consumer skepticism, AI startups also face investor hesitation. While AI funding is booming, many investors are wary of startups that overpromise and underdeliver. According to Jonathan, gaining investor trust requires more than just a compelling pitch—it demands a deep understanding of the market, a clear vision, and a disciplined approach to execution.
“I’ve learned a lot about fundraising from my more experienced co-founders,” he says. “When pitching to investors, the key is to align your AI product with a clear business need and demonstrate that you have a scalable, defensible model. You can’t just say, ‘We’re building an AI tool’—you have to show exactly how it solves an industry pain point and why it has a sustainable competitive advantage.”
For Jonathan, that meant showing investors how his AI concierge services solve labor shortages in hospitality, a long-standing problem that hotels are actively looking to address. Instead of vague AI promises, he provided hard data on cost savings, operational efficiency, and revenue growth.
“We secured $1.2 million in pre-seed funding at a $5 million valuation because we proved that our AI solutions weren’t just ‘cool’—they were profitable and scalable,” he explains.
The Future: AI Founders Must Be Adaptive
Despite the challenges of AI distrust, Jonathan remains optimistic about the future, but he warns that entrepreneurs must be highly adaptive in this fast-changing landscape.
“AI is evolving every day,” he says. “New models, new regulations, new public perceptions—startups must constantly learn and iterate. What worked last month might be outdated today.”
Beyond his work as a founder and product innovator, Jonathan is committed to giving back to the tech and startup community. He has served as a judge and mentor for Cal Hacks, one of the largest collegiate hackathons in the U.S., evaluating projects from over a thousand participants and guiding early-stage founders on product development.
“I’ve had the opportunity to judge and mentor at Techstars Cal Hacks, XRPL Grants, and UC Berkeley’s Master of Engineering program,” he shares. “It’s rewarding to help the next generation of founders refine their ideas and bring impactful products to life.”
As a judge for the XRPL Grants & Accelerator program, he has played a key role in allocating funding from Ripple’s billion-dollar ecosystem fund to blockchain startups and developer tools. He also mentors Techstars startups in recent San Francisco cohorts, mentors graduate students at UC Berkeley’s Master of Engineering program, and provides insights on AI innovation and entrepreneurship. Through these roles, Jonathan continues to support the next generation of entrepreneurs, ensuring that emerging talent has the resources and guidance needed to succeed.
His advice for fellow startup founders? Stay flexible, stay informed, and always listen to the market. “You have to be obsessed with what your customers actually want—not what you think they want,” he adds. “The more responsive and adaptable you are, the more trust you’ll build.”
Navigating AI Distrust as an Entrepreneur
Jonathan’s journey as an AI entrepreneur and startup founder is a testament to the importance of transparency, execution, and adaptability in overcoming skepticism. Whether dealing with consumers, business clients, or investors, his approach is rooted in real-world impact rather than hype.
“Every day, we gather new information about customers, what works, what doesn’t,” he says. “And we constantly adjust. Success in a startup isn’t just about having a great idea, it’s about taking action, staying flexible, and making smart decisions as you go.”
For those building in this space, Jonathan’s success serves as a blueprint: Stay transparent. Stay results-driven. And most importantly, stay adaptable.