As the world turns, customer service seems to evolve much more slowly than most all other services. The problems that induce more hair-pulling and teeth-gnashing than solutions only seeming to be further abstracted by bad tech and the customer is these days left hanging up the phone after cussing out a robot.
For how much effort has been paid to stepping up the subpar quality of Siri and Alexa’s voice recognition capabilities, the tech used on customer service lines that people call up seems even more frustratingly antiquated by comparison. Interactions, a 12-year-old virtual assistant startup based in Franklin, Mass., has been bolstering its natural language processing tech to bring phone calls beyond “press zero to talk to a human” functionality.
The company announced Tuesday that it had closed a $56 million funding round led by Revolution Growth, NewSpring Capital and Comcast Ventures. The round was its largest to date, and brings the company’s total funding to nearly $167 million. Previous investors also include Softbank Capital and Sigma Partners.
“Just having the endorsement of these firms really speaks to the credibility of what we’re doing in the market,” Interactions CEO Mike Iacobucci told me.