Introducing Silk, a groundbreaking Perplexity-like search interface for internal customer data. Silk harnesses the power of data and generative AI to transform how service teams operate in B2B SaaS/PaaS companies. By streamlining access to crucial information across multiple platforms, Silk empowers service professionals to provide superior service while significantly reducing workload and costs.
The Problem: Painful, Repetitive, and Expensive Customer Service
1
Scattered Information
Customer success professionals must scan 6+ information repositories to prepare for a single meeting, including customer websites, survey results, Salesforce, Gong, Zendesk, Slack, Looker, Linkedin, and more.
2
Time-Consuming Research
Professionals may have 5-20 account meetings per week, each requiring extensive preparation and post-meeting follow-up across multiple data sources.
3
Repetitive Problem-Solving
Service professionals often solve the same problems repeatedly, consulting various sources like public docs, historical tickets, and internal wikis.
Silk: The AI-Powered Solution
Perplexity-like Search Interface
Silk provides an intuitive search interface for customer data from internal and external sources, allowing professionals to quickly access comprehensive account information.
Intelligent Summaries
Generate on-demand or scheduled account summaries, including recent account events, product usage stats, sales notes, incident history, contract details, survey results, etc. Results contain links to all source documentation, enabling professionals to verify information and dive deeper when needed.
Efficiency Boost
Silk reduces service team workload by up to 25% while improving the quality of customer interactions.
Product Architecture
User Interface
Perplexity-like front-end for service professionals to make customer-info queries. Features include GenAI text-based summaries with links to source data, and on-demand or scheduled account research and analysis.
Backend
A comprehensive datastore for internal customer-related graph, entity, and event data provides a source of truth for your proprietary account information, and supports RAG for genAI. An application layer prepares queries and post-processes responses from a secure third-party LLM.
Market Opportunity
Business Model
Competitive Landscape
1
AI Support Bots
Intercom and Kustomer focus on deflecting frontline support tickets rather than comprehensive customer research.
2
Traditional CS Tools
Gainsight, Vitally, and other healthscoring tools lack Silk's AI capabilities and comprehensive data integration.
3
Emerging AI Solutions
Companies like Crescendo, OpenCallAI, and Sierra are still unclear in their offerings or lack established customers.
Expert Team and Advisors
Michelle - CEO
17 years building customer services teams & solutions. Previously scaled $20M PS business at Twilio and $4M analytics startup Keen IO (CCO).
Jevon - CTO
10+ years of startup CTO experience, 10+ years of customer success engineering in B2B SaaS/Platform companies. Former CIA.
Advisors
Extensive personal network of founders, Keen IO investors, and former colleagues in notable GTM organizations.
Investment Opportunity
Silk is currently seeking $4M in funding, with $200k portion reserved for angel investors. Your investment would support product development, customer development, marketing, and infrastructure.