StellaService raises $11 million to bring real-time feedback to more customer service agents

The ultimate problem Stella Connect is looking to fix is the sizable customer service staff turnover rate, which is particularly high relative to other industries. Stella Connect captures feedback after customer interactions and places this data into a dashboard for the agent and their manager to see. “Zendesk always strives to continue innovating in customer experience, and the exciting thing is that we’re not the only software provider trying out new ways of approaching old problems,” said Zendesk executive Ben Barclay. But StellaService says that it fills an “AI blindspot,” and it’s betting that humans will still have a big part to play in helping customers long into the future. “While AI can play a role in creating more efficiencies in contact centers, it will never completely replace human interactions,” Leiser told VentureBeat.