As enterprise AI spending surges previous $100B yearly, a important divide has emerged: whereas billions move into horizontal AI platforms promising to resolve all the pieces, enterprises deploying these instruments face a harsh actuality test when their generalist brokers battle 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 improper reply can value hundreds in income or irreparably harm buyer relationships. Flip CX has constructed its enterprise on a basically totally different thesis: vertical specialization beats horizontal breadth each time. Moderately than coaching AI to deal with any process superficially, Flip has spent years constructing deep integrations with industry-specific methods in retail eCommerce, healthcare, and transportation, enabling its voice AI to autonomously full advanced buyer requests end-to-end. The strategy 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 help.
AlleyWatch sat down with Flip CEO and Cofounder Brian Schiff to be taught extra concerning the enterprise, current funding spherical, and far, way more….
Who had been your buyers, and the way a lot did you increase? We just lately closed a $20M Collection A financing co-led by Subsequent Coast Ventures and Ridge Ventures, with participation from Information Level Capital, ScOp Enterprise Capital, Bullpen Capital, Discussion board Ventures, and a bunch of angel buyers. This brings Flip’s complete funding to $31 million up to now.
Inform us concerning the services or products that Flip CX presents.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 present methods and workflows to reply calls immediately and autonomously resolve high-stakes interactions end-to-end. We give attention to 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 statement: customer support, particularly voice help, is dear, 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 help. That have sparked the concept to use AI the place it issues most: actual buyer conversations over the cellphone. We rebranded as FlipCX in 2022 to give attention to vertical, industry-specific methods slightly than generic AI brokers.
How is Flip CX totally different?Most AI platforms take a horizontal, one-size-fits-all strategy and battle when deployed in manufacturing environments. Flip is totally 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 methods human brokers use, so the AI can truly full duties, not simply simulate them.
Confirmed scale: Flip has processed greater than 300 million dwell requires a whole bunch of manufacturers, delivering actual ROI slightly than theoretical efficiency.
What market does Flip CX goal, and the way massive is it?Flip targets enterprise customer support, beginning with retail and eCommerce, healthcare, and transportation, the place voice interactions stay a significant value and danger 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 critical.
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 help and combine the assistant with their present methods and CRM stack. We accomplice carefully with manufacturers to roll out tailor-made workflows that drive measurable value financial savings and buyer satisfaction enhancements, the identical metrics that assist gasoline robust renewal and growth movement.
How are you getting 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 bunch of consumers.
What was the funding course of like?
It was a number of week course of, we acquired 3 time period sheets, and had been excited to decide on the very best companions.
What are the largest challenges that you simply 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 elements about your corporation led your buyers to write down the test?
Our buyers shared that in back-channel buyer references they acquired the very best 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 firms in New York that would not have a recent injection of capital within the financial institution?
Focus and consistency – simpler stated than accomplished, however the successful components.
The place do you see the corporate going now over the close to time period?
Our staff is the very best 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 courtroom…or a great chunk of time spent with the staff in our LA workplace.
