Thought Leaders in Big Data: SupportLogic CEO Krishna Raj Raja (Part 1)

The field of customer service is getting revolutionized as AI and ML drive tremendous value out of data. SupportLogic works in the B-to-B tech sector and drives immense gains.

Sramana Mitra: Let’s start by introducing our audience to yourself as well as to the company.

Krishna Raj Raja: I’m the CEO of SupportLogic. I started the company in 2016. The foundation of the company comes from my personal experience dealing with support issues day in and day out for a company called VMware back in 2002.

The fundamental problem that we solve is how to deliver great support experience to customers at scale. A lot of important data is included into the body of the support ticket so that it’s very difficult to extract unless you use AI and natural language processing.

Once we extract signals from the body of the ticket, you can understand all the patterns in your cases. You can understand why the customer is frustrated or confused. All of the signals can be used to improve your support experience delivery.

Sramana Mitra: This is a space that we have covered extensively. Aisera is one. You probably know them well. There are a variety of others in various flavors from the support industry. Freshworks was incubated in 1M1M. We know Zendesk very well.

Help me understand how to position yourself vis-a-vis the ecosystem. Where is your sweet spot? What kind of customers do you go after? Where do you shine?

Krishna Raj Raja: All the companies that you listed are potential customers for us. Some of them are already customers. Yellow.ai is an example. What we do is complementary to what these products already do. If you look at support, you can look at tools that help you with case collections, tools that help you register what the customers are saying in system of record, and tools that help you deliver a great experience.

We fall into the third category. Case collection tools would be chat bots, robotic process automation, or knowledge management tools. There are a plethora of companies that do that. Yellow.ai is an example. It’s a tool for engagement. Aisera is very similar.

The second category is that you store this information when the customer lodges a ticket into a system of record. That’s where companies like Zendesk and Freshdesk fall. They focus on recording conversations in one place, support different channels because customers might communicate with you via WhatsApp or social media and capture everything in one place.

We come in when customer communication is captured. We analyze that using natural language processing. We predict customer escalations. We identify who’s the right subject matter expert who might be able to help this. We analyze customer sentiment, find patterns, and give recommendations. We come after the case has been recorded. We coined this term called support experience. We are the market leader right now.

This segment is part 1 in the series : Thought Leaders in Big Data: SupportLogic CEO Krishna Raj Raja
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