Fixify nabs $25M for its AI-supported help desk service – SiliconANGLE

Fixify Inc., a startup helping companies process employees’ technical support requests more efficiently, today announced that it has raised $25 million in funding.

Costanoa Ventures, Decibel Partners and Paladin Capital Group jointly led the Series A investment. Scale Venture Partners chipped in as well. Fixify’s total outside capital now stands at $32 million.

Assembling a help desk team that can field technical support questions from a company’s employees is a costly and time-consuming endeavor. Arlington-based Fixify offers a managed help desk service that spares organizations the hassle. Companies can reroute their workers’ support requests to the startup’s support professionals, who use artificial intelligence software to identify the root cause of each issue and find a fix. 

Fixify also uses AI to power an internal sentiment analysis tool. According to the company, the software measures how an employee’s mood changes from the moment a support ticket is filed until the help desk team fixes the issue. It analyzes the collected data to find areas where the user experience can be improved. 

“Our new take on the IT help desk keeps humans in the loop by investing in tech to do what tech is good for – gathering data, providing context and automating the fix,” Fixify co-founder and Chief Executive Officer Matt Peters wrote in a blog post. 

The company’s service covers several use cases. According to Fixify, its help desk teams can fix technical issues that affect employee devices and other hardware assets. The company also takes on software-related tasks such as creating accounts for new employees in business applications and recovering accidentally deleted data. 

The service can integrate with a company’s existing help desk software. As a result, employees don’t have to familiarize themselves with a new application in order to submit support tickets to Fixify. That streamlines the onboarding process: the company says its service can be deployed in weeks instead of the months usually required for the task. 

Fixify also integrates with other applications besides a company’s ticketing software. One of those applications is Jira, which developers use to track bugs in their code. When users submit support tickets about a technical issue that is caused by a software bug, Fixify can send technical information about the incident to Jira.

The company’s service has so far been adopted by 15 organizations. According to TechCrunch, Fixify will use its newly raised funding to grow its customer base and hire more employees. 

Several of the enterprise technology market’s largest players are also applying AI to technical support tasks. Google LLC, Salesforce Inc. and other companies offer tools that provide support representatives with guidance on how to answer customer questions. There are also AI tools for related tasks such as training help desk teams and measuring the efficiency with which tickets are processed. 

Image: Fixify