As enterprise AI spending surges previous $100B yearly, a important divide has emerged: whereas billions movement into horizontal AI platforms promising to resolve all the pieces, enterprises deploying these instruments face a harsh actuality test when their generalist brokers wrestle with the complexity of real-world operations. The disconnect is especially acute in customer support, the place voice stays the highest-stakes channel the place one mistaken reply can price hundreds in income or irreparably harm buyer relationships. Flip CX has constructed its enterprise on a essentially completely different thesis: vertical specialization beats horizontal breadth each time. Slightly than coaching AI to deal with any job superficially, Flip has spent years constructing deep integrations with industry-specific techniques in retail eCommerce, healthcare, and transportation, enabling its voice AI to autonomously full advanced buyer requests end-to-end. The method is paying off at exceptional scale; Flip now processes greater than 300 million automated requires 250 international manufacturers together with Below Armour, Tory Burch, and Newell Manufacturers, automating as much as 90% of inbound quantity whereas enhancing buyer satisfaction scores. With enterprises more and more demanding confirmed outcomes over theoretical guarantees, Flip’s mixture of vertical depth and production-grade reliability has positioned it because the class chief in automated voice assist.
AlleyWatch sat down with Flip CEO and Cofounder Brian Schiff to be taught extra in regards to the enterprise, current funding spherical, and far, far more….
Who had been your buyers, and the way a lot did you increase?
We not too long ago closed a $20M Sequence A financing co-led by Subsequent Coast Ventures and Ridge Ventures, with participation from Knowledge Level Capital, ScOp Enterprise Capital, Bullpen Capital, Discussion board Ventures, and a gaggle of angel buyers. This brings Flip’s whole funding to $31 million thus far.
Inform us in regards to the services or products that Flip CX gives.
Flip is a vertical Voice AI platform purpose-built to automate advanced customer support calls. Not like generalist AI brokers, Flip’s know-how integrates deeply with a model’s current techniques and workflows to reply calls immediately and autonomously resolve high-stakes interactions end-to-end. We concentrate on delivering measurable CX and value outcomes at scale throughout industries the place the cellphone stays mission-critical.
What impressed the beginning of Flip CX?
Flip started with a easy remark: customer support, particularly voice assist, is pricey, inefficient, and damaged. Sam Krut(cofounder) and I first constructed a ride-hailing app at Cornell and noticed firsthand the operational pressure and buyer frustration that encompass dwell assist. That have sparked the thought to use AI the place it issues most: actual buyer conversations over the cellphone. We rebranded as FlipCX in 2022 to concentrate on vertical, industry-specific techniques quite than generic AI brokers.
How is Flip CX completely different?
Most AI platforms take a horizontal, one-size-fits-all method and wrestle when deployed in manufacturing environments. Flip is completely different in three key methods:
- Vertical specialization: Constructed for particular industries with workflows and integrations that replicate actual enterprise complexity.
- Deep system integration: We work with the identical backend techniques human brokers use, so the AI can really full duties, not simply simulate them.
- Confirmed scale: Flip has processed greater than 300 million dwell requires a whole lot of manufacturers, delivering actual ROI quite than theoretical efficiency.
What market does Flip CX goal, and the way huge is it?
Flip targets enterprise customer support, beginning with retail and eCommerce, healthcare, and transportation, the place voice interactions stay a serious price and threat issue. With Gartner projecting that conversational AI will account for 70% of service journeys by 2028, the chance for AI-driven automation in high-volume voice channels is important.
What’s your corporation mannequin?
Flip is a B2B SaaS platform with enterprise pricing tied to utilization and outcomes. Prospects license our Voice AI to automate inbound voice assist and combine the assistant with their current techniques and CRM stack. We accomplice intently with manufacturers to roll out tailor-made workflows that drive measurable price financial savings and buyer satisfaction enhancements, the identical metrics that assist gasoline robust renewal and growth movement.
How are you making ready for a possible financial slowdown?
We’re constructed for an financial slowdown – whereas some AI merchandise are propped up on hype, funding, and govt relationships, we’ve earned in delivering actual outcomes for a whole lot of consumers.
What was the funding course of like?
It was just a few week course of, we obtained 3 time period sheets, and had been excited to decide on the most effective companions.
What are the most important challenges that you just confronted whereas elevating capital?
It’s about discovering the suitable companions, so simply balancing being environment friendly with respecting the magnitude of the choice.
What components about your corporation led your buyers to jot down the test?
Our buyers shared that in back-channel buyer references they obtained the most effective suggestions of any firm of their multi-decade careers investing. That mixed with nice market, traction, development, money effectivity, staff.
What are the milestones you propose to attain within the subsequent six months?
Much more outcomes for much more manufacturers – we are going to keep centered on retail eCommerce, healthcare, and transportation.
What recommendation are you able to provide corporations in New York that don’t have a recent injection of capital within the financial institution?
Focus and consistency – simpler mentioned than finished, however the profitable elements.
Where do you see the corporate going now over the close to time period?
Our staff is the most effective factor we’ve constructed – doubling down on that to attain our milestones.
What’s your favourite winter vacation spot in and across the metropolis?
An indoor tennis court docket…or a great chunk of time spent with the staff in our LA workplace.
