P.V. Kannan

So I started asking myself in this new age of digital, is there a better way to do this?

You know, because what I noticed in the contact centers is chat is still being treated like a phone call, right?

They'll say, how can I help you?

And then, you know, go through the same script that they did if you were on the phone.

But if you think about the 800 number system, it was really designed for the 80s when nothing else existed, right?

Today, customers are on web, on apps.

They're like well-informed.

So the old paradigm of how can I help you is kind of almost obsolete.

The new paradigm is you should already know what the customers are doing, leveraging AI in the backend in real time, be able to predict what they're attempting to do, right?

And then be supportive of what they're trying to do online, not like trying to do the task for them.

And customers love

wanting to control the experience and do it themselves.

And especially when you talk about 2019, everything is pretty much on demand, right?

Music, content, food, name anything.

You can just click an app, order and get it.

And the only thing that's missing and full of friction is customer service.

We're serving over 150 customers.

And the company is roughly about 300 million in revenues.

The first round of funding was done by the two founders.

That's me and co-founder Nags.