Directly, a San Francisco, CA-based crowd-powered AI platform for customer service, raised $20m in Series B funding.
The round was led by Northgate Capital with participation from Microsoft Ventures, Costanoa Ventures and True Ventures.
The company intends to use the funds to further develop its platform.
Led by Antony Brydon, CEO and co-founder, Directly provides a crowd-powered AI platform for customer service which allows companies to build trusted networks of experts (i.e. affiliates, champions, and power users with deep product expertise) that earn rewards for answering customer questions, creating help content, and training the AI.
The machine learning technology routes support questions to a company’s high performing experts whose responses and interactions train the AI to improve.
The platform is used by such brands as Autodesk, LinkedIn, Microsoft, Pinterest, Samsung, and SAP.