GE spin-out SmartAssist raises $5M from Madrona to bolster customer support technology with AI
Summary
“Once implemented, SmartAssist enables a business to automatically respond to simple known issues and more importantly assist the agents with the top three recommended responses to specific questions.” SmartAssist, which integrates with existing customer experience systems like Zendesk and Salesforce, is ideal for companies that handle more than 10,000 support requests per month. We are single-minded about answering/solving the questions that customers pose to a business.” S. “Soma” Somasegar, managing director at Madrona Venture Group who is joining SmartAssist’s board, said that the firm sees big opportunities for startups that are using machine learning and artificial intelligence to automate workflows. “As we think about beachhead use cases of ML/AI within enterprises, customer support stands out as one of the most tangible areas that could be fundamentally disrupted through technology,” he wrote in a blog post. “By using intelligent routing, automated responses, and predictive modeling, SmartAssist helps enterprises significantly increase the efficiency and quality of services while decreasing customer service costs.” SmartAssist, which plans to grow its workforce from 10 people to 25 by next year, is the latest Seattle-area company using machine learning and artificial intelligence as part of its core technology. Last year, Madrona hosted an event that focused on this vertical, which has become a recent investment theme for the venture capital firm.
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