Conversational AI provider NLX raises $5M to enhance voice-driven customer support

Effective AI solutions should be built with a methodology that accounts for the infinite ways customers speak, not just the happy path of a given call type. In addition, a high resolution rate is only achievable with features that ensure reliability, scalability and security. Embedded enterprise measures include AI guardrails that protect caller data, high-reliability infrastructure and built-in redundancy to manage spikes in call volume. These features are essential to not only maintain a high resolution rate but prevent a solution from hallucinating, experiencing outages or harming your brand. We give you the inside scoop on what companies are doing with generative AI, from regulatory shifts to practical deployments, so you can share insights for maximum ROI.

Companies empowered by this level of CX data can generate insights that help them on a variety of fronts. Doing so greatly increases the chance of sales success, moving people down the sales funnel from prospect to customer or from customer to repeat customer, Boyd adds. “We’re going to grow in ways that resonate with a more digitally forward consumer, and a key part of that will be embracing AI to help improve the member experience,” said WeightWatchers CEO Sima Sistani.

Cresta’s decision to market its tools directly through Zoom is a good indicator of how these tools are becoming more of a commodity. Instead of being a product on its own, the company is blending into the feature set of other platforms. The move is unsurprising as Zoom was one of the investors in Cresta’s $80 million series C round led by Tiger Global back in March.

What most customer support leaders don’t understand is that conversational AI is more than just a chatbot. Instead, it spans the entire customer support journey and can provide immediate ROI, retain customers, and keep agents happy. Founded by tech visionaries John Furrier and Dave Vellante, SiliconANGLE Media has built a powerful ecosystem of industry-leading digital media brands, with a reach of 15+ million elite tech professionals. The company’s new, proprietary theCUBE AI Video cloud is breaking ground in audience interaction, leveraging theCUBEai.com neural network to help technology companies make data-driven decisions and stay at the forefront of industry conversations.

Conversational AI provider NLX raises $5M to enhance voice-driven customer support

DIY solutions could take nine months to a full year to get into production, and many never do. While every AI solution is deployable in theory, the proven success of a solution’s delivery team is crucial to give buyers full peace of mind. Look for solutions that offer support from experienced, onshore engineers who understand the nuances of conversational AI and are available when and where you need them. NLX provides organizations and technical decision-makers with a solution for automating customer support so that users can resolve problems quickly without needing to contact a support agent. The organizations’ flagship solution, Voice Compass, is a voice-driven self-service product that verbally guides customers through an onscreen journey to complete tasks, including everything from booking flights online to changing an account password.

Breaking Boundaries: How AI is Powering Seamless Customer Service Workflows Across the Enterprise

After seeing the full range of AI approaches play out firsthand, here are the principles of conversational AI buying I believe every leader must know. Now, machines can not only better understand the words being said, but the intent behind them, while also being more flexible with responses. “That means we can create much more sophisticated virtual assistants or customer care agents, whether they are text-based or voice-based,” Sutherland said. “\With the ability to create and manage all your call conversations in a central, low-code environment, and by leveraging multiple modalities in synchronization, Voice compass helps resolve inquiries that would normally require human support,” Papancea said. However, NLX is aiming to differentiate itself from taking a low-code approach that enables organizations to manage their AI-driven support strategy from a centralized location. Conversational AI platform Parloa has nabbed $66 million in a Series B round, a year after it raised $21 million from a swathe of European investors to propel its international growth.

Can the solution do that all in English, Spanish and Canadian French without being tripped up by loud background noise? The ability to manage complex, multiturn interactions and adapt to different contexts is vital for comprehensive AI support. Aside form lead investor Altimeter, Parloa’s Series B saw checks from EQT Ventures, Newion, Senovo, Mosaic Ventures and La Familia Growth. Today’s funding brings the company’s total capital raised to $98 million, following its $21 million Series A, which was led by EQT Ventures, in 2023. Parloa is well positioned to capitalize on the “AI with everything” hype that has hit fever pitch these past couple of years as companies seek new ways to improve efficiency through automation.

• Overall, the conversational AI market in the customer service space is divided into three key categories, Roberti explained.
• This allows AI agents to be contextually aware of how to resolve customer service needs, such as if a customer wants to know when a store is open, how to find directions or how to open a ticket for a return.
• Conversational AI can also be used to generate more sales or increase existing order values.

They remain focused on supplementing the agent seat model rather than overcoming it. They often focus on marginal improvements rather than comprehensive AI-driven transformations and can minimally reduce agent call volumes. Many of those solutions focus on routing or deflection versus full call resolution.

FUTURE OF CONVERSATIONAL AI IN SALES

Put your brand in front of 10,000+ tech and VC leaders across all three days of Disrupt 2025. Integration with other CRM, analytics, and related technologies boosts the success for companies using conversational AI, Hakim says. But, as with any modern CRM system or other business application, conversational AI cannot be used in a vacuum, experts agree. Conversational AI works best when it can pull information from and feed information to other business systems of record.

• Selecting an AI solution involves more than just ticking off a list of features.
• While many point solutions can show impressive demos, they don’t have depth, resilience or guardrails against hallucinations.
• The announcement comes as more enterprises are looking to AI-driven customer support to offer a compelling customer experience, with AI expected to power 95% of all customer interactions by 2025.
• If a customer expresses joy after a product purchase, AI can respond with an upsell offer and collect more acute and actionable feedback for future customer journeys.
• Agents are also designed to remain authentic and understanding even when customers are emotional.
• Download this white paper and gain insights into how to leverage Conversational AI in your contact center to drive better, more efficient experiences for customers and agents alike.

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Regularly review the performance of your AI and make adjustments based on user feedback and changing business needs. This benefits both your customer service team and your customers, creating a mutually advantageous situation. Don’t think of AI as a faceless, emotionless robot; envision it as a versatile tool that can tackle a wide array of customer service tasks with precision and scale. In essence, it’s like having a tireless, always-on-point customer service representative who doesn’t require coffee breaks or sick days. A PwC study reveals that 73% of individuals consider customer experience a vital factor in their purchasing decisions. Selecting an AI solution involves more than just ticking off a list of features.

When evaluating AI solutions, it’s crucial to focus on features that contribute to a high first-call resolution rate. This starts with accuracy and human-like experiences, which allow a solution to fully complete requests and prevent callers from escalating to an agent. Generative AI can maximize intent recognition and understand complex contextual utterances while also offering low latency and natural voices. Roberti cites two primary types of buyers in the market for conversational AI tools for customer service and support. First, there are buyers who own the contact center or customer-facing support systems.