Customer service tickets tend to fall into the same few buckets — returns, refunds or quality control questions. Not only are these repetitive, but it leaves little time for customer engagement on more complex requests, like relaying information on products or helping a customer find the best product for them. Maja Schaefer and Matt Ciolek, […]
Forethought nabs $65M Series C to improve customer service with AI
In 2018, Forethought, a startup looking to put AI to work across customer service, won the TechCrunch Disrupt Battlefield and soon after landed a $9 million Series A. Well, three years later that company just landed a $65 million Series C, and it’s rolling along. Steadfast Capital led the latest round with participation from existing […]
How Pilot convinced Index Ventures to think long-term about margins
Whether you agree or not, it’s hard to ignore the fact that the multipliers in Silicon Valley and the growth of software businesses have changed the way we think about a startup’s timeline.
3 ways to humanize support automation
Your bot is an extension of your company and is likely to be the first interaction a customer will have on your website or app. Use this opportunity to showcase the qualities your customers want.
The first win: Getting early customers to take a chance with you
The purpose of your company is to sell your solution and generate revenue, but to do that you require customers. So how do you convince someone to bet on you?
Sanas aims to convert one accent to another in real time for smoother customer service calls
In the customer service industry, your accent dictates many aspects of your job. It shouldn’t be the case that there’s a “better” or “worse” accent, but in today’s global economy (though who knows about tomorrow’s) it’s valuable to sound American or British. While many undergo accent neutralization training, Sanas is a startup with another approach […]
Using AI to reboot brand-client relationships
Using strategically focused AI, brands can identify what their audiences are doing when they are not engaged in a purchase or using a product or service. The secret here is understanding context.
Level AI lands $13M Series A to build conversational intelligence for customer service
Level AI, an early stage startup from a former member of the Alexa product team, wants to help companies process customer service calls faster by understanding the interactions they’re having with customers in real time. Today the company launched publicly, while announcing a $13 million Series A led by Battery Ventures with help from seed […]
Online retailers: Stop trying to beat Amazon
It’s a matter of building a loyal customer base that comes back time and again for the reliable, personalized service provided by a platform that offers and delivers exactly what consumers want.