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Customer support is a clear area for deploying AI solutions, but if not done correctly, it can seriously backfire. For example, several Chevrolet dealerships used a version of OpenAI’s GPT and ended up with customers tricking it into offering car discounts down to just $1.
Ask-AI is taking a different route. Today, they launched a new model-agnostic enterprise AI assistant as a Chrome extension called ASK. This tool is designed to support human customer service agents by providing real-time contextual data about the customer, answers to common queries, and information about the company’s products and services—all easily accessible.
Founded by Alon Talmor in Tel Aviv, Israel in 2021, and with a major office in Toronto, Canada, Ask-AI is a 40-person company focused on empowering human agents with AI. They announced they have raised $11 million in Series A funding led by Leaders Fund and supported by seed investors including Vertex Ventures and others. Overall, they have raised over $20 million, including earlier rounds.
The ASK sidekick works as a Chrome browser extension appearing as a sidebar that provides relevant apps and information based on your current tasks. It aims to help you work faster and more effectively by offering answers for emails, tickets, and other queries.
For customer service personnel, ASK provides a comprehensive view of each customer, including all past interactions and important details like upcoming renewals or potential churn risks. ASK can also handle tasks related to generative AI, such as drafting emails in the company’s tone, answering questionnaires, and performing support audits.
Importantly, ASK functions as a supplement to human agents, who use the information to make informed decisions, thus avoiding the errors and lofty claims of fully automated systems.
Ask-AI is committed to high accuracy and security, reducing AI hallucinations by thoroughly processing and summarizing company data, including unique internal jargon. They utilize various AI models, including OpenAI’s GPT-3.5/4, Google Gemini, and Meta’s Llama.
One major advantage of Ask-AI’s offerings, including their real-time dashboard MosAIc, is compatibility with over 50 widely-used enterprise applications like Salesforce, Zendesk, Confluence, and Slack. This means businesses can continue using their existing software without any need to switch systems.
The MosAIc dashboard visualizes recurring issues in customer tickets and internal communications, thus enhancing company efficiency. Ask-AI claims that using both their products significantly improves department efficiency, with customer support seeing a 20% reduction in ticket resolution time.
Ask-AI’s client base, including Monday.com, Callrail, and Yotpo, has seen tangible improvements in various metrics. With its new funding, the company plans to double its team size over the year.
Alon Talmor’s previous AI venture, BlueTail, was acquired by Salesforce. His team at Ask-AI includes experienced professionals and academics. Their innovative approach to integrating generative AI into corporate workflows aims to distinguish them in a crowded market.