(L-R) Brainfish founders Ajain Vivek and Daniel Kimber
Brainfish, an AI-powered self-service customer support platform for businesses, has raised US$2.5 million in seed funding.
The latest round was led by Peak XV’s Surge, with participation from Macdoch Ventures, Black Sheep Capital, existing angel Justus Hammer (CEO MadPaws), and new angels.
This brings its total capital to US$3.3 million.
Brainfish will use the new funds to double down on product innovation and accelerate international expansion.
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For online businesses today, customer service is based on the premise of helping people understand how a product works. Customers do not want to sift through numerous help articles or go through a chatbot workflow just to get through to a human to answer their questions. They just want their question answered instantly.
Brainfish is an AI product expert who helps customers understand a product and helps businesses understand their customers. The Brainfish AI search function combines a company’s knowledge documents and contextual understanding of the user to deliver instant, real-time answers that are personalised to the specific customer scenario.
“Customer support has not changed much in decades. The tooling might be better today, but primarily people want to speak to a human when they have a problem because human support is armed with institutional knowledge of a product. We’re turning this on its head at Brainfish. We aggregate complex data to create one digital source of truth, eliminating 90 per cent of the need for humans to support and interact with the customer and saving companies countless hours,” said Daniel Kimber, CEO and Co-founder of Brainfish.
AI has emerged as a transformative force in the customer service market and is poised to reach US$7.08 billion by 2030. Businesses have begun to leverage machine learning and automation to streamline customer interactions, optimise efficiency, and develop personalised experiences to revolutionise customer experience (CX) for the future.
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While businesses are predominantly using AI for customer support, it has yet to trigger a significant decline in the number of human agents required2. Brainfish addresses this issue by deflecting queries from a human interaction altogether and has recorded the highest deflection rate of any AI self-service solution on the market.
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