Dec
11
2018
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TechSee nabs $16M for its customer support solution built on computer vision and AR

Chatbots and other AI-based tools have firmly found footing in the world of customer service, used either to augment or completely replace the role of a human responding to questions and complaints, or (sometimes, annoyingly, at the same time as the previous two functions) sell more products to users.

Today, an Israeli startup called TechSee is announcing $16 million in funding to help build out its own twist on that innovation: an AI-based video service, which uses computer vision, augmented reality and a customer’s own smartphone camera to provide tech support to customers, either alongside assistance from live agents, or as part of a standalone customer service “bot.”

Led by Scale Venture Partners — the storied investor that has been behind some of the bigger enterprise plays of the last several years (including Box, Chef, Cloudhealth, DataStax, Demandbase, DocuSign, ExactTarget, HubSpot, JFrog and fellow Israeli AI assistance startup WalkMe), the Series B also includes participation from Planven Investments, OurCrowd, Comdata Group and Salesforce Ventures. (Salesforce was actually announced as a backer in October.)

The funding will be used both to expand the company’s current business as well as move into new product areas like sales.

Eitan Cohen, the CEO and co-founder, said that the company today provides tools to some 15,000 customer service agents and counts companies like Samsung and Vodafone among its customers across verticals like financial services, tech, telecoms and insurance.

The potential opportunity is big: Cohen estimates there are about 2 million customer service agents in the U.S., and about 14 million globally.

TechSee is not disclosing its valuation. It has raised around $23 million to date.

While TechSee provides support for software and apps, its sweet spot up to now has been providing video-based assistance to customers calling with questions about the long tail of hardware out in the world, used for example in a broadband home Wi-Fi service.

In fact, Cohen said he came up with the idea for the service when his parents phoned him up to help them get their cable service back up, and he found himself challenged to do it without being able to see the set-top box to talk them through what to do.

So he thought about all the how-to videos that are on platforms like YouTube and decided there was an opportunity to harness that in a more organised way for the companies providing an increasing array of kit that may never get the vlogger treatment.

“We are trying to bring that YouTube experience for all hardware,” he said in an interview.

The thinking is that this will become a bigger opportunity over time as more services get digitised, the cost of components continues to come down and everything becomes “hardware.”

“Tech may become more of a commodity, but customer service does not,” he added. “Solutions like ours allow companies to provide low-cost technology without having to hire more people to solve issues [that might arise with it.]”

The product today is sold along two main trajectories: assisting customer reps; and providing unmanned video assistance to replace some of the easier and more common questions that get asked.

In cases where live video support is provided, the customer opts in for the service, similar to how she or he might for a support service that “takes over” the device in question to diagnose and try to fix an issue. Here, the camera for the service becomes a customer’s own phone.

Over time, that live assistance is used in two ways that are directly linked to TechSee’s artificial intelligence play. First, it helps to build up TechSee’s larger back catalogue of videos, where all identifying characteristics are removed with the focus solely on the device or problem in question. Second, the experience in the video is also used to build TechSee’s algorithms for future interactions. Cohen said there are now “millions” of media files — images and videos — in the company’s catalogue.

The effectiveness of its system so far has been pretty impressive. TechSee’s customers — the companies running the customer support — say they have on average seen a 40 percent increase in customer satisfaction (NPS scores), a 17 percent decrease in technician dispatches and between 20 and 30 percent increase in first-call resolutions, depending on the industry.

TechSee is not the only company that has built a video-based customer engagement platform: others include Stryng, CallVU and Vee24. And you could imagine companies like Amazon — which is already dabbling in providing advice to customers based on what its Echo Look can see — might be interested in providing such services to users across the millions of products that it sells, as well as provide that as a service to third parties.

According to Cohen, what TechSee has going for it compared to those startups, and also the potential entry of companies like Microsoft or Amazon into the mix, is a head start on raw data and a vision of how it will be used by the startup’s AI to build the business.

“We believe that anyone who wants to build this would have a challenge making it from scratch,” he said. “This is where we have strong content, millions of images, down to specific model numbers, where we can provide assistance and instructions on the spot.”

Salesforce’s interest in the company, he said, is a natural progression of where that data and customer relationship can take a business beyond responsive support into areas like quick warranty verification (for all those times people have neglected to do a product registration), snapping fender benders for insurance claims and of course upselling to other products and services.

“Salesforce sees the synergies between the sales cloud and the service cloud,” Cohen said.

“TechSee recognized the great potential for combining computer vision AI with augmented reality in customer engagement,” said Andy Vitus, partner at Scale Venture Partners, who joins the board with this round. “Electronic devices become more complex with every generation, making their adoption a perennial challenge. TechSee is solving a massive problem for brands with a technology solution that simplifies the customer experience via visual and interactive guidance.”

Nov
30
2018
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Enterprise AR is an opportunity to ‘do well by doing good,’ says General Catalyst

A founder-investor panel on augmented reality (AR) technology here at TechCrunch Disrupt Berlin suggests growth hopes for the space have regrouped around enterprise use-cases, after the VR consumer hype cycle landed with yet another flop in the proverbial ‘trough of disillusionment’.

Matt Miesnieks, CEO of mobile AR startup 6d.ai, conceded the space has generally been on another downer but argued it’s coming out of its third hype cycle now with fresh b2b opportunities on the horizon.

6d.ai investor General Catalyst‘s Niko Bonatsos was also on stage, and both suggested the challenge for AR startups is figuring out how to build for enterprises so the b2b market can carry the mixed reality torch forward.

“From my point of view the fact that Apple, Google, Microsoft, have made such big commitments to the space is very reassuring over the long term,” said Miesnieks. “Similar to the smartphone industry ten years ago we’re just gradually seeing all the different pieces come together. And as those pieces mature we’ll eventually, over the next few years, see it sort of coalesce into an iPhone moment.”

“I’m still really positive,” he continued. “I don’t think anyone should be looking for some sort of big consumer hit product yet but in verticals in enterprise, and in some of the core tech enablers, some of the tool spaces, there’s really big opportunities there.”

Investors shot the arrow over the target where consumer VR/AR is concerned because they’d underestimated how challenging the content piece is, Bonatsos suggested.

“I think what we got wrong is probably the belief that we thought more indie developers would have come into the space and that by now we would probably have, I don’t know, another ten Pokémon-type consumer massive hit applications. This is not happening yet,” he said.

“I thought we’d have a few more games because games always lead the adoption to new technology platforms. But in the enterprise this is very, very exciting.”

“For sure also it’s clear that in order to have the iPhone moment we probably need to have much better hardware capabilities,” he added, suggesting everyone is looking to the likes of Apple to drive that forward in the future. On the plus side he said current sentiment is “much, much much better than what it was a year ago”.


Discussing potential b2b applications for AR tech one idea Miesnieks suggested is for transportation platforms that want to link a rider to the location of an on-demand and/or autonomous vehicle.

Another area of opportunity he sees is working with hardware companies — to add spacial awareness to devices such as smartphones and drones to expand their capabilities.

More generally they mentioned training for technical teams, field sales and collaborative use-cases as areas with strong potential.

“There are interesting applications in pharma, oil & gas where, with the aid of the technology, you can do very detailed stuff that you couldn’t do before because… you can follow everything on your screen and you can use your hands to do whatever it is you need to be doing,” said Bonatsos. “So that’s really, really exciting.

“These are some of the applications that I’ve seen. But it’s early days. I haven’t seen a lot of products in the space. It’s more like there’s one dev shop is working with the chief innovation officer of one specific company that is much more forward thinking and they want to come up with a really early demo.

“Now we’re seeing some early stage tech startups that are trying to attack these problems. The good news is that good dollars is being invested in trying to solve some of these problems — and whoever figures out how to get dollars from the… bigger companies, these are real enterprise businesses to be built. So I’m very excited about that.”

At the same time, the panel delved into some of the complexities and social challenges facing technologists as they try to integrate blended reality into, well, the real deal.

Including raising the spectre of Black Mirror style dystopia once smartphones can recognize and track moving objects in a scene — and 6d.ai’s tech shows that’s coming.

Miesnieks showed a brief video demo of 3D technology running live on a smartphone that’s able to identify cars and people moving through the scene in real time.

“Our team were able to solve this problem probably a year ahead of where the rest of the world is at. And it’s exciting. If we showed this to anyone who really knows 3D they’d literally jump out of the chair. But… it opens up all of these potentially unintended consequences,” he said.

“We’re wrestling with what might this be used for. Sure it’s going to make Pokémon game more fun. It could also let a blind person walk down the street and have awareness of cars and people and they may not need a cane or something.

“But it could let you like tap and literally have people be removed from your field of view and so you only see the type of people that you want to look at. Which can be dystopian.”

He pointed to issues being faced by the broader technology industry now, around social impacts and areas like privacy, adding: “We’re seeing some of the social impacts of how this stuff can go wrong, even if you assume good intentions.

“These sort of breakthroughs that we’re having are definitely causing us to be aware of the responsibility we have to think a bit more deeply about how this might be used for the things we didn’t expect.”

From the investor point of view Bonatsos said his thesis for enterprise AR has to be similarly sensitive to the world around the tech.

“It’s more about can we find the domain experts, people like Matt, that are going to do well by doing good. Because there are a tonne of different parameters to think about here and have the credibility in the market to make it happen,” he suggested, noting: “It‘s much more like traditional enterprise investing.”

“This is a great opportunity to use this new technology to do well by doing good,” Bonatsos continued. “So the responsibility is here from day one to think about privacy, to think about all the fake stuff that we could empower, what do we want to do, what do we want to limit? As well as, as we’re creating this massive, augmented reality, 3D version of the world — like who is going to own it, and share all this wealth? How do we make sure that there’s going to be a whole new ecosystem that everybody can take part of it. It’s very interesting stuff to think about.”

“Even if we do exactly what we think is right, and we assume that we have good intentions, it’s a big grey area in lots of ways and we’re going to make lots of mistakes,” conceded Miesnieks, after discussing some of the steps 6d.ai has taken to try to reduce privacy risks around its technology — such as local processing coupled with anonymizing/obfuscating any data that is taken off the phone.

“When [mistakes] happen — not if, when — all that we’re going to be able to rely on is our values as a company and the trust that we’ve built with the community by saying these are our values and then actually living up to them. So people can trust us to live up to those values. And that whole domain of startups figuring out values, communicating values and looking at this sort of abstract ‘soft’ layer — I think startups as an industry have done a really bad job of that.

“Even big companies. There’d only a handful that you could say… are pretty clear on their values. But for AR and this emerging tech domain it’s going to be, ultimately, the core that people trust us.”

Bonatsos also pointed to rising political risk as a major headwind for startups in this space — noting how China’s government has decided to regulate the gaming market because of social impacts.

“That’s unbelievable. This is where we’re heading with the technology world right now. Because we’ve truly made it. We’ve become mainstream. We’re the incumbents. Anything we build has huge, huge intended and unintended consequences,” he said.

“Having a government that regulates how many games that can be built or how many games can be released — like that’s incredible. No company had to think of that before as a risk. But when people are spending so many hours and so much money on the tech products they are using every day. This is the [inevitable] next step.”

Oct
09
2018
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Upskill launches support for Microsoft HoloLens

Upskill has been working on a platform to support augmented and mixed reality for almost as long as most people have been aware of the concept. It began developing an agnostic AR/MR platform way back in 2010. Google Glass didn’t even appear until two years later. Today, the company announced the early release of Skylight for Microsoft HoloLens.

Upskill has been developing Skylight as an operating platform to work across all devices, regardless of the manufacturer, but company co-founder and CEO Brian Ballard sees something special with HoloLens. “What HoloLens does for certain types of experiences, is it actually opens up a lot more real estate to display information in a way that users can take advantage of,” Ballard explained.

He believes the Microsoft device fits well within the broader approach his company has been taking over the last several years to support the range of hardware on the market while developing solutions for hands-free and connected workforce concepts.

“This is about extending Skylight into the spatial computing environment making sure that the workflows, the collaboration, the connectivity is seamless across all of these different devices,” he told TechCrunch.

Microsoft itself just announced some new HoloLens use cases for its Dynamics 365 platform around remote assistance and 3D layout, use cases which play to the HoloLens strengths, but Ballard says his company is a partner with Microsoft, offering an enhanced, full-stack solution on top of what Microsoft is giving customers out of the box.

That is certainly something Microsoft’s Terry Farrell, director of product marketing for mixed reality at Microsoft recognizes and acknowledges. “As adoption of Microsoft HoloLens continues to rapidly increase in industrial settings, Skylight offers a software platform that is flexible and can scale to meet any number of applications well suited for mixed reality experiences,” he said in a statement.

That involves features like spatial content placement, which allows employees to work with digital content in HoloLens, while keeping their hands free to work in the real world. They enhance this with the ability to see multiple reference materials across multiple windows at the same time, something we are used to doing with a desktop computer, but not with a device on our faces like HoloLens. Finally, workers can use hand gestures and simple gazes to navigate in virtual space, directing applications or moving windows, as we are used to doing with keyboard or mouse.

Upskill also builds on the Windows 10 capabilities in HoloLens with its broad experience securely connecting to back-end systems to pull the information into the mixed reality setting wherever it lives in the enterprise.

The company is based outside of Washington, D.C. in Vienna, Virginia. It has raised over $45 million, according to Crunchbase. Ballard says the company currently has 70 employees. Customers using Skylight include Boeing, GE, Coca-Cola, Telstra and Accenture.

Sep
18
2018
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Microsoft is putting HoloLens to work with new Dynamics 365 applications

Microsoft HoloLens mixed reality glasses have always been interesting technology, but it’s never been clear how the company would move from novelty device to actual viable business use cases. Today, it made a move toward the latter, announcing a couple of applications designed to put the HoloLens to work in Dynamics 365, giving it a real business purpose.

Dynamics 365 is Microsoft’s one-stop shop for CRM and ERP, where a company can work on some of its key business software functions including field service in an integrated fashion. The company has been looking at for HoloLens to bring computing power to a group of field workers like repair technicians for whom even a tablet would be awkward because they have to work with both hands free.

For these people, having a fully functioning Windows 10 computer you can wear on your face could be a big advantage and that’s what Microsoft is hoping to provide with HoloLens. The problem was finding use cases where this would make sense. One idea is providing remote assistance for people out in the field to get help from subject experts back at the office, and today the company announced Dynamics 365 Remote Assist.

In this scenario, the worker is wearing a HoloLens either to understand the repair scenario before they go to the site or to get remote help from a subject expert while they are at the site. The expert  can virtually see what the technician is seeing through the HoloLens, and walk them through the repair without leaving the office, even circling parts and providing other annotations in real time.

Microsoft Remote Assist in action with expert walking the technician through the task. Photo: Microsoft

Microsoft is not the first company to create such a solution. ScopeAR announced RemoteAR 4 months ago, a similar product, but Microsoft has the advantage of building it natively into Windows 10 and all that entails including data integration to update the various repositories with information after the repair is complete.

The other business scenario the company is announcing today is called Dynamics 365 Layout. A designer can create a 3D representation of something like a store or factory layout in CAD software, view the design in 3D in HoloLens, and adjust it in real time before the design goes live. As Microsoft’s Lorraine Bardeen, who has the cool title of General Manager for Microsoft Mixed Reality says, instead of creating cardboard mockups and adjusting your 3D CAD drawing on your computer as you find issues in your design, you can put on your HoloLens and make adjustments in a virtual representation of the layout and it adjusts the CAD drawing for you as you make changes.

Laying out the pieces on a factory floor using Dynamics 365 Layout. Photo: Microsoft

Bardeen says the company has worked with customers to find real-world use cases that would save time, effort and money using mixed reality with HoloLens.  They cite companies like Chevron, Ford and ThyssenKrupp Elevators as organizations actively embracing this kind of technology, but it still not clear if HoloLens and mixed reality will become a central component of business in the future. These two solutions GA on October 1st and we will begin the process of finding out.

May
23
2018
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Meet the speakers at The Europas, and get your ticket free (July 3, London)

Excited to announce that this year’s The Europas Unconference & Awards is shaping up! Our half day Unconference kicks off on 3 July, 2018 at The Brewery in the heart of London’s “Tech City” area, followed by our startup awards dinner and fantastic party and celebration of European startups!

The event is run in partnership with TechCrunch, the official media partner. Attendees, nominees and winners will get deep discounts to TechCrunch Disrupt in Berlin, later this year.
The Europas Awards are based on voting by expert judges and the industry itself. But key to the daytime is all the speakers and invited guests. There’s no “off-limits speaker room” at The Europas, so attendees can mingle easily with VIPs and speakers.

What exactly is an Unconference? We’re dispensing with the lectures and going straight to the deep-dives, where you’ll get a front row seat with Europe’s leading investors, founders and thought leaders to discuss and debate the most urgent issues, challenges and opportunities. Up close and personal! And, crucially, a few feet away from handing over a business card. The Unconference is focused into zones including AI, Fintech, Mobility, Startups, Society, and Enterprise and Crypto / Blockchain.

We’ve confirmed 10 new speakers including:


Eileen Burbidge, Passion Capital


Carlos Eduardo Espinal, Seedcamp


Richard Muirhead, Fabric Ventures


Sitar Teli, Connect Ventures


Nancy Fechnay, Blockchain Technologist + Angel


George McDonaugh, KR1


Candice Lo, Blossom Capital


Scott Sage, Crane Venture Partners


Andrei Brasoveanu, Accel


Tina Baker, Jag Shaw Baker

How To Get Your Ticket For FREE

We’d love for you to ask your friends to join us at The Europas – and we’ve got a special way to thank you for sharing.

Your friend will enjoy a 15% discount off the price of their ticket with your code, and you’ll get 15% off the price of YOUR ticket.

That’s right, we will refund you 15% off the cost of your ticket automatically when your friend purchases a Europas ticket.

So you can grab tickets here.

Vote for your Favourite Startups

Public Voting is still humming along. Please remember to vote for your favourite startups!

Awards by category:

Hottest Media/Entertainment Startup

Hottest E-commerce/Retail Startup

Hottest Education Startup

Hottest Startup Accelerator

Hottest Marketing/AdTech Startup

Hottest Games Startup

Hottest Mobile Startup

Hottest FinTech Startup

Hottest Enterprise, SaaS or B2B Startup

Hottest Hardware Startup

Hottest Platform Economy / Marketplace

Hottest Health Startup

Hottest Cyber Security Startup

Hottest Travel Startup

Hottest Internet of Things Startup

Hottest Technology Innovation

Hottest FashionTech Startup

Hottest Tech For Good

Hottest A.I. Startup

Fastest Rising Startup Of The Year

Hottest GreenTech Startup of The Year

Hottest Startup Founders

Hottest CEO of the Year

Best Angel/Seed Investor of the Year

Hottest VC Investor of the Year

Hottest Blockchain/Crypto Startup Founder(s)

Hottest Blockchain Protocol Project

Hottest Blockchain DApp

Hottest Corporate Blockchain Project

Hottest Blockchain Investor

Hottest Blockchain ICO (Europe)

Hottest Financial Crypto Project

Hottest Blockchain for Good Project

Hottest Blockchain Identity Project

Hall Of Fame Award – Awarded to a long-term player in Europe

The Europas Grand Prix Award (to be decided from winners)

The Awards celebrates the most forward thinking and innovative tech & blockchain startups across over some 30+ categories.

Startups can apply for an award or be nominated by anyone, including our judges. It is free to enter or be nominated.

What is The Europas?

Instead of thousands and thousands of people, think of a great summer event with 1,000 of the most interesting and useful people in the industry, including key investors and leading entrepreneurs.

• No secret VIP rooms, which means you get to interact with the Speakers

• Key Founders and investors speaking; featured attendees invited to just network

• Expert speeches, discussions, and Q&A directly from the main stage

• Intimate “breakout” sessions with key players on vertical topics

• The opportunity to meet almost everyone in those small groups, super-charging your networking

• Journalists from major tech titles, newspapers and business broadcasters

• A parallel Founders-only track geared towards fund-raising and hyper-networking

• A stunning awards dinner and party which honors both the hottest startups and the leading lights in the European startup scene

• All on one day to maximise your time in London. And it’s PROBABLY sunny!

europas8

That’s just the beginning. There’s more to come…

europas13

Interested in sponsoring the Europas or hosting a table at the awards? Or purchasing a table for 10 or 12 guest or a half table for 5 guests? Get in touch with:
Petra Johansson
Petra@theeuropas.com
Phone: +44 (0) 20 3239 9325

May
10
2018
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For ScopeAR, the market is finally catching up with the technology

ScopeAR, a graduate of the Y Combinator Summer 2015 class, came to the augmented reality game very early, launching in 2011 when there was very little hardware and most people didn’t understand the technology. But it has managed to hang around long enough for the market and the hardware to finally catch with the founders’ vision of using AR as an advanced training tool in the enterprise.

Today, the company offers a pair of tools. First of all, there is RemoteAR, which CEO and company co-founder Scott Montgomerie describes as “Facetime with AR on top of it.” It allows a technician to virtually look over the shoulder at what a local person is seeing and provide directions and feedback in real time remotely. For example, the expert could circle the cover the technician needs to remove and point to the screws with two virtual arrows.

This could have great utility in any situation where you have an experienced person in the office, who doesn’t want to go on the road on anymore, but can still provide detailed instructions to a novice, acting as a trainer and helper. This is an actual problem in many industries with aging workforces.

Technician working with RemoteAR. Photo: ScopeAR

The second product, called WorkLink, lets you import a 3D CAD model, then associate that model with real equipment. When you put on hardware like Microsoft Hololens, you can see the 3D representation of the equipment and follow along with instructions on how to repair it. It also works with iOS, Android and Windows devices.

One big change since the company was established in 2011 is the variety of platforms you can use for augmented reality. “Last year was the thing where AR took off. Apple got into it with ARKit and Google with ARCore and awareness happened and people saw it was viable,” Montgomerie said.

By creating enterprise use cases like remote assistance and work instructions, the company has been gaining momentum over the last year, and reports tripling its revenue in 2017. Although they aren’t sharing a specific number, it’s fair to say they are growing quickly.

They developed an augmented reality training product early on that resonated with a mining company, and that along with consulting working with the likes of NASA, Boeing and Toyota, helped them stay afloat until things began to really click around AR in recent years, Montgomerie explained.

They also took some time to be part of the Y Combinator Summer 2015 class, and even scored a spot on TechCrunch’s list of favorite Demo Day 2 startups. During the YC experience, they developed the first version of RemoteAR. WorkLink followed a year later.

So far the company has taken on a fairly modest amount of investment with Montgomerie reporting three seed rounds including $2 million right after Y Combinator, $1.7 million last May and another $2 million this past December. If the company continues to grow at this rate, it’s a good bet they will be looking for a Series A at some point to help scale the company further.

Nov
27
2017
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AWS launches Amazon Sumerian to build AR, VR and 3D apps quickly

 We’d heard months ago that Amazon would be using its Re:Invent AWS event to roll out some a new service related to building in mixed reality — augmented reality and virtual reality. And on the eve of the conference kicking off, it’s done just that. Today the company announced Amazon Sumerian, a new platform for developers to build and host VR, AR and 3D apps quickly and… Read More

Oct
10
2017
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Upskill Skylight update aimed at bringing augmented reality to mainstream

 Upskill wants to be the development platform for your smart glasses, regardless of the brand. This agnostic approach is fairly unusual for companies building augmented reality applications and it provides enterprises with a neutral way to build these applications to work across different smart glasses systems. Company CEO Brian Ballard says the hardware is beginning to mature, but… Read More

Sep
18
2017
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Goodbye, photo studios. Hello, colormass virtual photoshoots

 Berlin-based colormass, one of the startups presenting today at TechCrunch Disrupt as part of the Battlefield, has developed a platform that lets you recreate an IKEA-style experience for your own merchandise: highly realistic, but digitally manipulated 3D facsimiles. Read More

Jul
19
2017
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Google Glass never really left

 When Google released a new enterprise version of Glass on Tuesday, a bevy of headlines suggested Glass was back. But it never really left. Even though the Explorer program aimed at consumers ended in January, 2015, Google has continued to sell Glass to businesses. In that context, yesterday’s release wasn’t a comeback so much as a continuation of an enterprise strategy for Glass. Read More

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