Directly

Directly

Directly is a San Francisco-based developer of artificial intelligence systems of customer experience and chatbots founded by Antony Brydon, Jean Tessier and Jeff Patterson.

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.

Platform

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.

Integrations

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.

Industries

Technical Support

Directly will deploy an intellectual virtual agent to resolve questions related to troubleshooting, product releases, bugs, and account and billing questions.

Telecom

Directly works to automatically resolve common Telecom carrier support issues, including account billing issues to troubleshooting devices.

Gaming

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.

Timeline

May 20, 2020

Directly announces that it has added $11 million to close out its Series B at $31 million.

January 31, 2020

Directly Promotes Mike de la Cruz to CEO

November 12, 2019

Directly Software buys conversational AI startup Kylie.ai

Funding rounds

Funding round
Funding type
Funding round amount (USD)
Funding round date
Investment
Directly funding round, May 2020
31,000,000
May 20, 2020
6 Results
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People

Name
Role
LinkedIn

Amar Kapadia

Investor

Amelia Gonsalves

Employee

Andy Kieffer

Investor

Anne Mueller

Employee

Antony Brydon

Founder

Betsy Ziegler

Investor

Brian Manaois

Employee

Brian Witlin

Investor

Brion Lau

Investor

Bucky Moore

Investor

Cameron Poetzscher

Investor

Chris O Davies

Investor

Chris Russell

Advisor

Chung Ng

Investor

Dan Rose

Investor

David Beyer

Investor

David Norman

Investor

David Pitta

Employee

David Wendell Phillips

Employee

Erik Straser

Investor

Esther Dyson

Investor

Flight.VC Syndicate

Investor

Gary Clayton

Investor

Greg Sands

Board member

Hong (Henry) Xue

Investor

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Further reading

Title
Author
Link
Type
Date

Directly Software buys conversational AI startup Kylie.ai

Mike Wheatley

Web

November 12, 2019

Directly, which taps experts to train chatbots, raises $11M, closes out Series B at $51M

Ingrid Lunden

Web

May 20, 2020

Directly's Intelligent Platform Reinventing Chatbots

CIO Applications

Web

February 10, 2020

Documentaries, videos and podcasts

Title
Date
Link

Companies

Company
CEO
Location
Products/Services

News

Title
Author
Date
Publisher
Description
Ingrid Lunden
May 20, 2020
TechCrunch
Directly, a startup whose mission is to help build better customer service chatbots by using experts in specific areas to train them, has raised more funding as it opens up a new front to grow its business: APIs and a partner ecosystem that can now also tap into its expert network. Today Directly is announcing [...]

References

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