Customer service phone calls are important yet often challenging for businesses. Despite advances in chatbots and online support, voice calls remain necessary to address the toughest and most emotional customer issues.
However, long wait times, insufficient staff, rising costs, and inconsistent service quality can frustrate both customers and companies. While significant investment has been made in AI for support, many businesses find that these systems don’t perform well in real-time situations.
Here’s where New York-based Flip comes into play!
The US company that automates customer service phone calls for large brands has raised $20 million in a Series A round. The funding was co-led by Next Coast Ventures and Ridge Ventures, with participation from Data Point Capital, ScOp Venture Capital, Bullpen Capital, Forum Ventures, and several angel investors.
The round brings Flip’s total funding to $31 million.
Phone AI provider
Led by Brian Schiff, Flip is a phone AI provider for retail e-commerce, healthcare, and transportation. The company provides an integrated AI assistant that answers calls instantly and autonomously resolves complex customer issues end-to-end.
Founded in 2018, Flip focuses on vertical AI. Its systems are designed specifically for high-volume, high-stakes voice interactions in retail e-commerce, healthcare, and transportation. At present, Flip supports hundreds of enterprise customers, including brands such as Under Armour, Tory Burch, and Newell Brands.
“Customer service is one of the obvious AI opportunities in enterprise, and the vertical approach is emerging as the winning way to do it—maybe not yet in funding, but in traction and customer love. It’s just the only way the technology can deliver on its promise for brands,” says Brian Schiff, co-founder and CEO of Flip.
“Rather than huge teams building and integrating custom solutions from scratch, industry-specialised solutions like Flip come with hundreds of integrations and proven workflows for all of the top call drivers that can be easily customised and launched,” adds Schiff.
The company has achieved over 60% market adoption in transportation, its initial focus. In retail and e-commerce, Flip is a leading player, and its entry into healthcare last year has led to significant growth.
“Building a bespoke solution sounds great, sometimes even required for a large enterprise, but the degree of complexity is extremely high. Even with something simple like cancelling an order, there are multiple integrations and dozens of edge cases. Why would any brand want to spend the next five years building itself 10 per cent of what we have out of the box today? At Flip, we want customers to get phone AI right the first time,” said Sam Krut, co-founder and CRO at Flip.
What’s next?
The company plans to use the new funding to accelerate product development and expand its engineering and go-to-market teams in New York, Los Angeles, and the UK.
