From College App Developer to a Dual‑Engine Entrepreneur
James Chou, Founder of JTCG, an AppWorks Accelerator Batch #13 alumni, stands out as one of the rare entrepreneurs who can seamlessly switch between product design, growth hacking, and enterprise sales.
In college, James built Colorgy, an app to help students manage class schedules and connect with peers. It started with him manually inputting his own timetable, coding at night, and testing during the day with classmates. Feedback led him to realize students cared more about the social side than schedules. So he pivoted, adding features to help them find classmates and form study groups. As usage patterns varied across departments, he developed a flexible backend to support different needs. At its peak, Colorgy reached over 2 million registered users and became a campus favorite among college students. The entire journey gave James deep, hands-on experience in product development and user research.
When French start‑up Zenly began to rise with real‑time friend‑location sharing, James noticed the perfect fit for Taiwan’s campus culture. Drawing on his Colorgy experience, he cold‑emailed Zenly’s founders, outlining growth playbooks and offline campus seeding tactics. He even assembled a student squad to A/B‑test onboarding flows. In just one year he led Zenly’s Taiwan & Korea localization and growth, pushing monthly actives from 50 K to 1.2 M and later duplicating the playbook in Korea—his first taste of cross‑border go‑to‑market.
When LINE TV moved to acquire Choco TV, James saw a chance to observe a global‑scale integration from the inside. Choco’s founder Davidd Liu—an early Colorgy angel—invited him onto the post‑merger task force. James managed data & tech hand‑offs, redesigned workflows, and brokered cultural alignment between the two teams. The experience gave him first‑hand insight into how large enterprises negotiate, integrate, and manage product roadmaps—knowledge he later applied to enterprise sales and B2B partnerships.
James knows how to take an idea from zero to one, and he’s just as comfortable pitching enterprise clients as he is building products from scratch. His journey covers everything from building student-focused apps and scaling international consumer platforms to navigating corporate M&A and launching a B2B SaaS company. That blend of experience is exactly what enables JTCG to run both product-led growth (PLG) and sales-led growth (SLG) side by side—helping their AI tools hit the market fast and scale even faster.
Solving Real Pain & Building a Data Flywheel—The Raccoon AI Edge
During his time as a Zendesk reseller, James reviewed thousands of support tickets and spotted two systemic gaps:
- Rule-based chatbots had a resolution rate (the percentage of customer issues that are ultimately resolved) of less than 10%, yet 70 % of agent time was spent on repetitive look‑up → confirm → reply loops.
- Global CX‑AI suites were pricey, inflexible, and poorly localized for Mandarin and Taiwanese integrations.
He realized that local system integrators (SIs) could build their own AI agents, under‑cutting global SaaS while serving local needs better. Hence Raccoon AI was born.
Raccoon AI not only chats but also acts: calling backend APIs such as Look Up Order, Cancel, Refund in real time. Example: When a shopper asks “Has my order shipped?”, the bot fetches status, delivers the tracking code, or even cancels/reschedules if needed—compressing what used to take 3–5 human interactions into a single exchange.
Since its launch, Raccoon AI has demonstrated a clear competitive edge in real-world projects. In Taiwan’s e-commerce and travel sectors, the system can autonomously resolve over 70% of customer service tickets, whereas the average resolution rate for comparable products typically falls below 30%. This advantage stems from Raccoon’s long-term accumulation of localized industry data, including common dialogue patterns such as “shipment inquiries,” “address changes,” and “order cancellations”—as well as nuanced Taiwanese customer service phrasing, product categorization logic, and brand tone preferences. These elements are compiled into a vector knowledge base of over one million entries, enabling the AI to deliver near-human response quality from day one. Additionally, with the upcoming release of the low-code customer service flow editor (V2 version, currently in Beta), new clients can complete proof-of-concept within two days and are expected to fully go live within four weeks.
Every solved ticket writes back intent, answer, and brand tone to that merchant’s private vector store, widening coverage and improving quality. Fast onboarding means data starts compounding early, reinforcing JTCG’s first‑mover advantage. Long-nurtured partnerships with Zendesk, Omnichat, Shopline, 91APP, and others now contribute 20–30% of inbound leads. Their ecosystem connections help the team avoid cold starts and stay focused on improving product and data quality.
The trio of data flywheel, rapid deployment and channel leverage forms a structural lead in both efficiency and speed.
Seizing the Moment: Riding the Generative AI Customer Support Wave
Taiwan’s total addressable market includes approximately 71,000 support seats in the e-commerce, travel, and logistics sectors. Even automating just one-third of those would redirect an estimated NT$4.5–6 billion (US$140–190 million) annually toward AI customer service SaaS. Global CX giants still lack proper integration with platforms like LINE or local commerce infrastructure, creating friction for Taiwanese firms. Meanwhile, local MarTech players such as Super 8 and Appier primarily focus on marketing funnels rather than post-sale support, leaving this sector under-served and primed for rapid adoption.
In the first quarter of 2025, JTCG recorded over 100% year-over-year growth and a gross margin exceeding 60%. With a proven track record in product development, data moats, and robust distribution channels, we led the Pre-A round to accelerate self-onboarding product features and secure JTCG’s leadership position in Asia’s first wave of AI-driven customer support.
We welcome any brands interested in implementing AI customer service and automating after-sales processes to contact JTCG or AppWorks. Let’s work together to create a new generation of customer service experiences.
