Insync — The AI Customer Experience

E-Commerce sales have grown 14% to $870B over the past year and over 50% since 2019 with the global pandemic accelerating e-commerce adoption. The rapid growth has driven increased demand for e-commerce customer experience tools that enable sales, support, and digital interactions. Companies that were unprepared and lacked technology-based solutions to meet this increased demand were negatively impacted. One option for organizations to address customer experience is agent-based call centers; however, these can be costly and have been difficult to staff in a tight labor market. Another option is traditional chatbot solutions; although more scalable, these solutions have lacked the capabilities to fully resolve customer issues, ultimately routing these issues back to call center agents. The future successes of enterprises will rely heavily on their ability to implement effective customer experience automation solutions.

These macro trends convinced us to invest in Insync and we believe the company is well positioned for the rapid growth in this category. Insync is a next generation enterprise artificial intelligence platform that automates the customer experience through chat, voice, and other mediums. Insync’s technology can automatically identify intent, handle context switching, and support omnichannel functionality. Its intelligent AI agent is continuously learning, using past customer interactions combined with knowledge artifacts to improve the customer experience. Further, the product is designed for flexible implementations on top of existing enterprise customer experience systems to ensure that customers see immediate ROI. The flexibility of the product allows it to span across multiple industries. Insync’s early customers include several Fortune 500 enterprises that power their customer experience with Insync AI technology. One such enterprise has been able to reduce monthly call volume by over 25K, achieve over 40% resolution rate without agent intervention and increase annual CSAT scores by over 10% since implementing Insync.

Finally, we are firm believers in investing in people and the Insync team impressed us from our initial meeting. Co-founders Raj Ramaswamy and Ashish Patel were seasoned Yahoo executives that left to solve the customer experience problem. They have worked closely together for over 15 years and possess extensive knowledge in the development of artificial intelligence technology. The team embodies the notion of continuous improvement, and we are excited to partner with the Insync team as they continue to deliver a critical solution to help enterprises provide an elevated customer experience.

Learn more at https://www.insyncai.com/.