The VC who helped hatch Discord quietly set up an autonomous contact center startup – gotechbusiness.com

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Customer service is a huge industry. Meanwhile, workers in many industries remain hard to find, so it’s no surprise that many startups have sprung up to help companies provide a better experience for their customers through cutting-edge technology; there’s money in those hills.

Many have started to turn to chatbots, but they rely on a so-called manual flow, in which case a sort of decision tree is created by filling conversation blocks that help the bots fulfill customer requests based on certain triggers. The bots typically buy the company time while at the same time collecting information that in some cases can lead to human interaction (assuming the problem cannot be solved at some point). But it can take a heavy burden in the form of costly professional services.

Now, a startup called I get it is coming out of stealth mode with claims that it has a brand new way of helping its customers that has dialogue at its core. Silicon Valley investor Peter Relan, who helped hatch the company in 2018 (he also helped get Discord off the ground and served on its board until 2020), likens it to a “fully autonomous” call service center.

Led by David Chu, who previously worked with Relan and Discord founder Jason Citron at Citron’s first company, Open Feint, the startup targets small and medium-sized businesses that don’t have the time, people or financial resources to handle the manual processes. that feed their chatbots. Relan says they simply port both voice and chat log conversations to the platform and it can immediately start communicating with customers based on that data and the magic of natural language processing and machine learning.

He likens it to the GPT-3 bot used a few years ago to emulate someone’s dead fiance based on old texts and Facebook posts she had written and he entered the platform.

Got It AI isn’t the only autonomous contact center that goes beyond what conversational AI software can do. For example, Replicant is a startup that promises its AI voice agents can handle complex, nuanced conversations in real time, using what it says human-like inflection and speed. (Replicant, founded five years ago, at least picked up $113 million in investor financing.)

Still, of course, Relan insists that Got It AI — which has so far quietly raised just $15 million in two rounds he’s led — has the best technology available right now; he also says the company has a strategy it’s starting to execute now that it’s confident in its offering.

The partnership strategy focuses on building partnerships with cloud contact center software makers such as Five9, NICE and Twilio, as they are “not companies that have amassed the AI ​​talent to make it happen,” which he says Got It AI , which has approximately 30 employees. people, passed.

The company’s direct go-to-market strategy focuses on selling directly to outfits such as current customers Indiegogo and baby brand Frida, which are using Got It AI’s omnichannel software-as-a-service offering to deliver email. largely to answer, along with curated content questions such as articles. Got It AI isn’t just targeting small and medium businesses, it’s mainly targeting ecommerce businesses with digital-first customer service AI (in addition to those voice-first contact center companies like Twilio that haven’t introduced conversational AI in any meaningful way yet) .

As for the guardrails needed to ensure these autonomous conversations don’t throw a business into hot water, Relan says Got It AI is inviting its enterprise customers to set the tone for customer service conversations. It also works with them to establish so-called hyper parameters based on the confidence that a customer complaint can be resolved completely autonomously.

Relan Says “If Confidence Is Below” [100%], you can set the parameter to say, “I’m sorry, I didn’t understand. Can you repeat that?’ And when that happens two or three times, it says, ‘Let me help you further’” and a human intervenes.

As with all AI, Relan insists that Got It AI gets smarter as the conversations it absorbs keep changing and it keeps updating both its own style and results. “The virtual agent improves itself,” Relan says.

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