Squelch raises $12 million to unify customer service software with AI
Summary
Squelch’s software-as-a-service (SaaS) suite acts as the connective glue among enterprise apps and services from Salesforce, Zendesk, Slack, Box, Confluence, Jira, OneDrive, and Google Drive. It integrates with these and indexes their data — things like bug logs, case archives, and repositories — with natural language processing systems and the open source Elasticsearch analytics engine, which get fed into machine learning algorithms for feature extraction. From the ingested content, filenames, and metadata, Squelch autonomously learns the relationships among documents, which it delivers in the form of both relevant snippets and links to source files. Bhat says Squelch’s AI self-improves by capturing user signals, and that its nuanced understanding of context enables it to perform complex tasks autonomously, like collapsing similar search results. As the underlying algorithms chug along, Squelch’s dashboards update metrics for individual agents, teams, and overall Squelch performance, like the amount of data indexed per day and article visibility.