Overview
ReflexAI is a training and quality assurance software for high stakes contact centers. The software helps train agents through simulations, where agents can practice conversations, not with real humans but with AI. The software also evaluates and gives feedback to agents based on how they’re doing in live conversations, scoring them on factors such as word choice, empathy, responsiveness, etc.. In an industry where training and quality assurance are still largely done manually and agent turnover is high, ReflexAI aims to improve both the efficiency and quality of experience within contact centers.
Investment Rationale
To create a product truly differentiated from the rest, ReflexAI has developed their own AI frameworks and models around high stakes conversations. The more data these models have to train on, the better the ReflexAI product offering gets. ReflexAI has an inherent moat built into it with the data it collects over time through the conversations that run through their Training product and their QA product. ReflexAI has since proven its ability to extend beyond high-stakes contact centers into healthcare, sales, and finance. Additionally, we've seen early signs of demand for ReflexAI’s offerings in adjacent markets: a) in-person high stakes conversation training and b) contact center hiring. We believe ReflexAI has the potential to become a leader in AI contact center training and quality assurance.