{"id":74302,"title":"🐙 Octo - AI agents to replace customer support outsourcing","tagline":"We generate AI agents from historical data to instantly resolve 70% of support tickets","body":"Hey YC fam, we’re [Ohad](https://www.linkedin.com/in/ohad-navon-639b356a/) and [Nadav](https://bookface.ycombinator.com/user/1422243), founders of [Octo.](http://getocto.ai)\n\nOcto is an AI agent that actually replaces support outsourcing - it can take **actions via APIs**, read help center article, and email/chat with customers\n\nTop support teams from top 500 Amazon brands to fintech unicorns are using Octo to **replace 70% of their support team**.\n\n![uploaded image](/media/?type=post\u0026id=74302\u0026key=user_uploads/158086/c6c5c471-9dc6-4498-bcf5-1b750dc4e5cf)\n\n### Support teams can’t build good chatbots\n\nAfter chatting with 100+ support teams we found that support teams lack the tools to build good bots, and even simple issues like refunds are often escalated to human agents.\n\nHere’s a real screenshot from one of our customers who spent **6 months building their chatbot** (which was ultimately implemented by professional services team at Intercom!), resulting in **\u003c15% of tickets solved.**\n\n![uploaded image](/media/?type=post\u0026id=74302\u0026key=user_uploads/158086/20ce41c6-b478-4173-905f-c683df59b7a7)\n\n### Octo resolves 70% of tickets instantly\n\nOcto makes it really easy to connect to the CRM, help center articles and internal systems via APIs, to instantly generate **human-level AI agents** from historical data.\n\nThere are 3 main reasons our AI agents can solve more tickets:\n\n1. **Taking actions via APIs** - based on our real-world experience about 80% of tickets require pulling customized data or take actions on behalf of customers.\n2. **Learning from past tickets** - enabling significantly higher accuracy and eliminating the frequency of AI hallucinations. Technically speaking we’ve built retrieval augmented generation that can easily generalize across customers and industries.\n3. **Multi-party conversations** - much of the work of human agents often involves tasks outside of the ticket itself like investigating delays with couriers.\n\n![uploaded image](/media/?type=post\u0026id=74302\u0026key=user_uploads/158086/6e027f10-fec4-4147-a7de-0232e106176e)\n\n### Built by AI Engineers\n\n![uploaded image](/media/?type=post\u0026id=74302\u0026key=user_uploads/158086/8c74656a-fdd0-4da0-8015-68c140cc33d4)\n\nOcto’s accuracy draws from Nadav’s experience as **Director of AI at Alibaba** where he built and launched LLMs to improve Alibaba search used by millions of consumers every day.\n\nThe idea was born when Ohad launched an AI support chatbot that took Roundforest **to $1B GMV.**\n\n### The ask\n\n* **Take Octo for a spin** - tell us what’s your most painful support use case and we’ll create a personalized demo of Octo based on your support context.\n* **Spread the love -** if you can think of other support teams that are overworked and looking to automate their customer support we’d really appreciate and introduction 🙏\n\nSounds interesting to you? Email us at [founders@getocto.ai](mailto:founders@getocto.ai)","slug":"JKQ-octo-ai-agents-to-replace-customer-support-outsourcing","created_at":"2023-08-22T14:43:16.720Z","updated_at":"2026-05-25T03:51:25.543Z","total_vote_count":22,"url":"https://www.ycombinator.com/launches/JKQ-octo-ai-agents-to-replace-customer-support-outsourcing","share_image_url":"//bookface-static.ycombinator.com/assets/ycdc/yc-og-image-c440a0ad1dacfb86eeeb343717479cc54d256614449b4ef719977a0a451f8bc8.png","company":{"id":29081,"name":"Minded","slug":"minded","url":"https://www.minded.com/","logo":"https://bookface-images.s3.amazonaws.com/small_logos/c4a8b8741148369773db260cddde6892a1c95cba.png","batch":"Summer 2023","industry":"B2B","tags":["Artificial Intelligence","B2B","API","Customer Support","AI Assistant"],"search_path":"https://bookface.ycombinator.com/company/29081"}}