Mike De La Cruz, CEO of Directly

An AI-powered platform for enhancing existing chatbots enables excellent customer satisfaction while resolving customer issues through automated conversational techniques.   

FREMONT, CA: Directly, an intelligent automation platform developer, raises $20 million to improve chatbot operations. The CEO of Directly, Mike de la Cruz, believes "AI is struggling in the 'front office,' where virtual agents often misunderstand customers and fail to provide helpful responses. We've reduced the complexity of making AI and virtual agents work, and our customers use our platform to understand what their customers want, provide answers, and solve problems. The addition of Samsung—who is also a customer—and Industry Ventures as investors validate Directly's platform and its impact on the AI economy."

The company’s intelligent platform powered by machine learning offers its expertise in analyzing contact center interactions and helps by strategically answering, automating, and preventing customer issues. Directly puts efforts to boost the performance of chatbots through an automated conversational experience while integrating the bots and human agents across every digital channel for delivering unified customer experience. The advanced intelligent platform offers automatic answering solutions and resolves informational or transactional use cases in-line and in real-time.

Directly takes an AI-powered approach for predicting the customer queries and format of questions and assigning the queries to a network of subject matter experts who can assist over digital messaging channels in real-time. The intelligent platform also helps in receiving in-depth insights into the customers' issues while creating opportunities to deliver accurate data-driven solutions. Directly’s API helps in integrating with any digital agent, mobile applications, CRM, and BI systems with top-notch enterprise security and privacy.

Founded in 2011, Directly is recognized by CIOReview magazine, which mentions the company among the Top 20 Most Promising AI Solution Providers. The company aims to develop market-best support automation and help enterprise companies by training their virtual agents. The company helps its clients with knowledgeable, personalized, and empathetic support interactions and creates more economic opportunities. The company takes such initiatives by integrating with leading CRM applications, messaging applications, and virtual agents.