Directly is a provider of resilience to companies by delivering more automated and elastic customer support operations. Founded in 2011 by Antony Brydon, Jean Tessier, and Jeff Patterson and based in San Francisco, Directly offers AI-powered solutions to help customer support resolve customer issues with a mix of automation and human support. Their platform integrates into the contact center to understand customer issues, automate common solutions, and engage community experts. Companies like Airbnb, Microsoft, and Samsung use the Directly platform to improve the customer experience, boosting CSAT by 20%, while saving millions per year.
Directly's platform offers users analysis of customer conversations with detailed recommendations on what should be automated or sent to someone for assistance. They offer API's to deliver an automated solution, including customer question answers or automated actions. They work to recruit brand advocates with deep knowledge of products to resolve issues at a fraction of the cost of a contact center. And Directly's platform offers active reports visualizing a living cluster map of a users contact center to see where the automation is performing.
The platform offers enterprise security and privacy, including SOC-2, Type II certified and GDPR compliant, and EU-US Privacy Shield certified by the Department of Commerce.
Directly offers integration into a users existing software or technology stack, helpdesk, or CRM. Their API's integrate with existing virtual agents, mobile applications, chats, messaging, CRM or Business Intelligence system.
Their integration will review customer interactions and work to improve automation outcomes; review messaging platforms and work to improve the success and coverage of these channels; work in leading CRM platforms to record support interactions and engage agents when needed.
Directly will deploy an intellectual virtual agent to resolve questions related to troubleshooting, product releases, bugs, and account and billing questions.
Directly works to automatically resolve common Telecom carrier support issues, including account billing issues to troubleshooting devices.
Directly can be integrated into a gaming support system to help resolve support questions related to gameplay, new releases, outages, bugs, account issues, and connected consoles.
Chris O Davies
David Wendell Phillips
Hong (Henry) Xue
Directly Software buys conversational AI startup Kylie.ai
November 12, 2019
Directly, which taps experts to train chatbots, raises $11M, closes out Series B at $51M
May 20, 2020
Directly's Intelligent Platform Reinventing Chatbots
February 10, 2020