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Working in buyer assist typically means navigating disjointed instruments to search out information and resolve points. Nonetheless, many of those actions are routine and repeatable, making them supreme candidates for automation. 8Flow.ai, which is launching out of stealth immediately and asserting a $6.6 million seed funding spherical, desires to do precisely this.
The corporate is rolling out an enterprise-grade, self-learning workflow automation engine that integrates with instruments like Zendesk, ServiceNow and Salesforce Service Cloud to help brokers of their every day duties. However that’s solely the 1st step. The corporate then plans to make use of all of this information to coach machine-learning fashions to generate AI-led workflows which might be tailor-made to every consumer’s wants.
8Flow co-founders Josh Russ, Yev Goldin, Boaz Hecht Picture Credit: 8flow
“Finally, the place we’re headed is that we’re constructing a device that learns what an agent is doing immediately,” 8Flow co-founder and CEO Boaz Hecht informed me. “However ultimately, it actually doesn’t matter when you’re a assist agent, otherwise you’re a finance individual, otherwise you’re an HR individual, or no matter — the purpose is, we’re constructing an engine that learns in an effort to construct a mannequin that’s then wealthy sufficient for use.”
Proper now, although, the workforce continues to be centered on part one and on optimizing the consumer interface and expertise. Hecht famous that this already helps out brokers fairly a bit and creates sufficient worth for enterprises to pay for the product immediately. As well as, it additionally permits 8Flow to seize information and gather suggestions.
“The concept is that we’re capturing information — we’re gathering the suggestions — that means we’re iterating for the agent on what they’re doing,” he defined. “Then, as they do this, we observe what they do after which we create — I virtually consider it like constructing Lego bricks from the underside up — we be taught what bricks have to be constructed. As soon as we construct the bricks, we learn the way you set them collectively. And as soon as you set them collectively, we see what you’ve constructed and we recreate these into pre-built workflows.”
Picture Credit: 8flow
At present, this takes the type of a Chrome extension that may routinely copy and previous related information from one software to a different. The device routinely learns frequent steps for every agent after which presents them as actions they will set off with a single click on.
As Hecht famous, fulfilling an order return, for instance, might take dozens of clicks for a assist agent, nevertheless it ought to actually solely be a handful as a result of most steps are about copying and pasting information from one software to a different. There are only some steps the place the agent has to decide (to challenge the refund or not, for instance) — and ideally, that’s what a device like 8Flow permits these brokers to give attention to.
“8Flow has allowed my workforce to considerably enhance effectivity and accuracy,” mentioned Heather English, a senior buyer assist supervisor at FloorFound. “We save hours utilizing 8Flow to get rid of the necessity to change between browser tabs to repeat and paste information. We’re enthusiastic about their roadmap forward, as every launch leads to liberating up extra worthwhile time for our workforce members.
There’s additionally an extra profit right here for companies, as they get information about which instruments their brokers really use (and which they will cancel as a result of they aren’t getting used) and the way they use them.
Picture Credit: 8flow
Hecht isn’t any stranger to workflow automation. He was additionally the co-founder and CEO of SkyGiraffe, an early enterprise mobility platform, which he then bought to ServiceNow in 2017. After that, he stayed at ServiceNow till March 2022, in the end changing into the VP of Platform, main the corporate’s groups that centered on its core platform, cellular, AI chatbots and most employee-facing merchandise. By late 2021, he determined that he wished to construct one other startup, although, taking former SkyGiraffe and ServiceNow colleagues Josh Russ and Yev Goldin with him to co-found the corporate.
Whereas 8Flow’s focus proper now’s on assist brokers, largely as a result of that’s the market the founding workforce is aware of finest, there’s no motive it couldn’t add simply as a lot worth to companies in different verticals as properly.
8Flow‘s seed spherical was led by Caffeinated Capital, with BoxGroup, Liquid2, HNVR and Trilogy additionally becoming a member of the spherical. A variety of outstanding angel traders, together with former GitHub CEO Nat Friedman, Airtable co-founder and CEO Howie Liu, and Snowflake CFO Michael Scarpelli, additionally participated.
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