Peter Relan, a Silicon Valley investor who helped launch Discord, has launched a startup contact center touted as a “fully autonomous” one.
Peter Relan, a venture capitalist who helped incubate Discord in 2018, has launched a startup that he likens to a “fully autonomous” call center. The startup is an effort to address the problem of “too many call centers but very few employees.”
There is no denying that the customer service industry is still huge even after all these years. However, the number one problem across many sectors is finding employees who would be the right fit for the job. That’s why it’s not surprising that many startups are looking for ways to offer a better experience to customers using advanced technology.
Got it AI
This advanced technology includes chatbots, and many consumers have become familiar with how these bots work. However, these bots can only do so much, given that they rely on a so-called manual flow. Chatbots’ main goal is to buy a company time as it collates information, which often eventually leads to human interaction.
Relan’s startup, Got it AI, claims to be different from chatbots and promises to offer an entirely new way of helping customers focused on dialogue. Relan works alongside David Chu, who previously worked with Relan and Discord founder Jason Citron at Open Feint, Citron’s first company.
According to Relan, Got it AI will target small- and medium-sized companies that lack the time, people, and financial resources to create manual processes to power up chatbots. Relan says they will port voice and chat log conversations into the platform. And based on that data, natural language processing, and machine learning, the platform can immediately start communicating with customers.
Got it AI isn’t the lone autonomous contact center that offers more than conversational AI software can. However, according to Relan, Got it AI currently has the best technology available. Moreover, the company has a strategy in place, which it is starting to execute, so Relan is bullish about what Got it AI can offer consumers.
The go-to-market strategy that Got it AI uses focuses on selling the services directly to outfits similar to its current customers, Indiegogo and Frida. Both use Got it AI’s omnichannel software-as-a-service offering to answer email and compound questions about content like articles.
Incidentally, Relan, through Got it AI, has already raised $15 million across two funding rounds he has led. It’s also safe to say that apart from small- and medium-sized companies, Got it AI likewise has its eyes set on e-commerce companies that offer digital-first customer service AI.
Relan says Got it AI encourages its enterprise customers to set the tone for the customer service conversation. That way, the startup has ensured that its autonomous conversations won’t get it in trouble later on. Got it AI also works with customers to establish hyper parameters based on the belief that customer complaints can be resolved autonomously.
“If the confidence is lower than [100%], you can set the parameter to say, ‘I’m sorry, I didn’t understand. Can you repeat that?’ And if that happens two or three times, it says, ‘Let me get you further assistance,’” and a human steps in,” says Relan.
Relan confidently insists that Got it AI is getting more intelligent. That room for improvement is limitless as the conversations it soaks in keep evolving, and the AI continuously updates its own style and outcomes. “The virtual agent improves itself,” Relan says.
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