Customer support is notoriously hard to deliver well and at a reasonable cost. At our 2024 Future Perfect conference, Maven co-founder and CTO Sami Shalabi noted that the average support ticket today costs companies $40 in English—and $120+ in other languages.
Innovations in customer support over the past few decades have centered on ticketing systems and offshore call centers, with the focus squarely on delivering the same support at a lower cost per ticket.
But we believe artificial intelligence is changing all that, allowing companies to deliver world-class customer support at a fraction of the cost—with AI in the loop both to replace and to empower human agents. Not only does AI have the potential to drive down CS costs dramatically, but AI-native CS platforms can also generate revenue by capturing customer input that comes through the CS channel, providing valuable insights to product and marketing teams.
Venture dollars have poured into AI-native customer support disruptors, as incumbents like ServiceNow and Zendesk invest in their own homegrown AI solutions. Now, all eyes are on AI for enterprise, and we believe customers have a strong appetite to try new products.
In this environment, a new product that can resolve 90 percent of customer inquiries out of the gate can grow quickly.
David Doyle, Head of Strategic Support Programs at ClickUp, a current Maven customer, reports that Maven increased rep solves by 25% in week one, freeing up the team to invest in more proactive retention activities.
Ultimately, the Maven team has its eye on the larger “business AGI” opportunity. The Maven system ingests any customer data in any form and allows customers to build agents on top of that data—so these agents can help with not just customer support, but also product research, sales, and customer onboarding. At every point, Maven has designed its architecture for both performance and ease of use, such that customers are coming up with new ideas about how to use Maven, on their own.
In a recent case study on Maven, OpenAI noted, "Maven AGI aims to unlock the human potential trapped in input/output tasks. Customer interactions extend beyond support, and combining the technology of Maven and OpenAI will improve the coordination of customer-facing functions like support, sales, and marketing."
“Maven AGI is transforming how we engage, interact with, and support our customers. It autonomously handles 90% of incoming queries, significantly exceeding our initial expectations.”
—Rahul Todkar, Tripadvisor Head of Data and AI
As investors, seeing such a well-executed product so early in its life cycle seriously impressed us. And when two portfolio companies we introduced to Maven promptly became customers, it confirmed that we wanted to invest! The potential of Maven is clear even in a first sales call.
In a competitive and fast-moving space, having the right team is everything, and rarely does a team come along that impresses us as much as the MavenAGI founding team. The combination of Jonathan Corbin, Sami Shalabi, and Eugene Mann is another key reason we were excited to back Maven. Each brings deep leadership experience over decades at companies like Adobe, Marketo, Stripe, Google, and Hubspot, and they’ve previously worked together and known one another for years. This team understands the opportunity in front of them, and they understand how to build a world-class team and company.
“Creating a better customer experience has been an obsession, and it’s why I’ve spent time at so many industry-leading companies in the CX space,” says Maven CEO Jonathan Corbin. “Organizations spend billions of dollars on people and technology to create personalized experiences, but siloed data structures, lack of training, and disparity in tools across functions meant that we could never achieve success. That’s why I left Hubspot—to build the customer experience of the future.”
We’re proud to have partnered with Maven AGI on this journey, leading their $20M Series A and investing alongside our peers at Lux Capital and E14 Ventures.
Customer support is notoriously hard to deliver well and at a reasonable cost. At our 2024 Future Perfect conference, Maven co-founder and CTO Sami Shalabi noted that the average support ticket today costs companies $40 in English—and $120+ in other languages.
Innovations in customer support over the past few decades have centered on ticketing systems and offshore call centers, with the focus squarely on delivering the same support at a lower cost per ticket.
But we believe artificial intelligence is changing all that, allowing companies to deliver world-class customer support at a fraction of the cost—with AI in the loop both to replace and to empower human agents. Not only does AI have the potential to drive down CS costs dramatically, but AI-native CS platforms can also generate revenue by capturing customer input that comes through the CS channel, providing valuable insights to product and marketing teams.
Venture dollars have poured into AI-native customer support disruptors, as incumbents like ServiceNow and Zendesk invest in their own homegrown AI solutions. Now, all eyes are on AI for enterprise, and we believe customers have a strong appetite to try new products.
In this environment, a new product that can resolve 90 percent of customer inquiries out of the gate can grow quickly.
David Doyle, Head of Strategic Support Programs at ClickUp, a current Maven customer, reports that Maven increased rep solves by 25% in week one, freeing up the team to invest in more proactive retention activities.
Ultimately, the Maven team has its eye on the larger “business AGI” opportunity. The Maven system ingests any customer data in any form and allows customers to build agents on top of that data—so these agents can help with not just customer support, but also product research, sales, and customer onboarding. At every point, Maven has designed its architecture for both performance and ease of use, such that customers are coming up with new ideas about how to use Maven, on their own.
In a recent case study on Maven, OpenAI noted, "Maven AGI aims to unlock the human potential trapped in input/output tasks. Customer interactions extend beyond support, and combining the technology of Maven and OpenAI will improve the coordination of customer-facing functions like support, sales, and marketing."
“Maven AGI is transforming how we engage, interact with, and support our customers. It autonomously handles 90% of incoming queries, significantly exceeding our initial expectations.”
—Rahul Todkar, Tripadvisor Head of Data and AI
As investors, seeing such a well-executed product so early in its life cycle seriously impressed us. And when two portfolio companies we introduced to Maven promptly became customers, it confirmed that we wanted to invest! The potential of Maven is clear even in a first sales call.
In a competitive and fast-moving space, having the right team is everything, and rarely does a team come along that impresses us as much as the MavenAGI founding team. The combination of Jonathan Corbin, Sami Shalabi, and Eugene Mann is another key reason we were excited to back Maven. Each brings deep leadership experience over decades at companies like Adobe, Marketo, Stripe, Google, and Hubspot, and they’ve previously worked together and known one another for years. This team understands the opportunity in front of them, and they understand how to build a world-class team and company.
“Creating a better customer experience has been an obsession, and it’s why I’ve spent time at so many industry-leading companies in the CX space,” says Maven CEO Jonathan Corbin. “Organizations spend billions of dollars on people and technology to create personalized experiences, but siloed data structures, lack of training, and disparity in tools across functions meant that we could never achieve success. That’s why I left Hubspot—to build the customer experience of the future.”
We’re proud to have partnered with Maven AGI on this journey, leading their $20M Series A and investing alongside our peers at Lux Capital and E14 Ventures.
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