Encore AI, a startup that studies companies’ customer interactions to train and deploy AI voice agents that can work alongside customer support and sales teams, or operate autonomously, has raised $30 million in a Series A round led by Team8.
Founded in 2022 as Insait IO by CEO Dvir Ginzburg, the company started out building recommendation software for financial advisers and relationship managers. Now rebranded as Encore AI, the startup has expanded that system into a platform that analyzes conversations between a company’s employees and customers to identify which approaches resulted in successful outcomes, and uses those findings to train its AI agents.
The result, according to Ginzburg, is an AI agent that leverages the strongest parts of the playbooks used by an organization’s employees.
“Sometimes our agents even tell the jokes that the relationship managers are telling, or give the anecdotes or examples that the relationship managers are giving, because we literally run by the playbooks that we see working […] The agent we build is a package of many different playbooks that have worked throughout the process,” he told TechCrunch in an exclusive interview.
Ginzburg calls the process “interaction mining.” The company’s platform collects call recordings, emails, text messages, and connects that info with CRM systems. It then divides the customer interactions into stages and tries to find out which parts of a conversation helped move the process along, and which failed.
