#customer-service-automation

#customer-service-automation

You start internally, like on things that have customer benefit but not direct customer impact, then you learn and expand out your reach, said Brian Conneen, chief information officer at Finance of America (FOA). At FOA, employees now use a large language model trained on company policies and procedures to answer questions and link back to source documents. That shift has brought a huge efficiency gain while reducing escalations to managers, Conneen said.

Y Combinator startup Eloquent AI has raised $7.4 million in seed funding to provide AI-fueled customer service in the financial services industry. The startup says its AI product can help with complex, regulated workflows, such as onboarding new customers and unfreezing bank cards. Eloquent was cofounded by Tugce Bulut, who previously cofounded market research startup Streetbees. Bulut left the company two years ago. Last month it went into administration and laid off all staff.