AI-powered CX platform opens US base, raises £7.3m
Posted on February 3, 2021 by Jonathan Symcox
An AI-driven ‘gig customer experience’ platform has raised £7.3 million and will open a base in the US.
London-headquartered Limitless allows customer service to be crowdsourced from the gig market, with advisors connected through a secure platform.
It announced Series B financing led by Redline Capital and featuring new investment from Genesys – with whom it has entered into a technology partnership – as well as continued participation from AlbionVC and Unilever Ventures.
Genesys is a global leader in cloud customer and contact centre solutions. The two have partnered to combine Genesys Cloud with the Limitless GigCX platform, making it possible for product and technical experts to provide gig customer support.
The combined solution enables businesses to easily scale resources during busy periods and deliver faster response times 24/7 – a need which has been felt more acutely throughout the COVID-19 pandemic.
The knowledge and expertise of gig experts train AI algorithms, at no incremental cost, by suggesting answers to experts on the Limitless GigCX platform.
The Series B funding follows on from a nearly $7 million Series A round in 2019. Since its launch by co-founders Roger Beadle and Megan Neale in 2016, Limitless has welcomed a growing list of global customers, including Microsoft, eBay, Unilever and L’Oréal.
“The Genesys investment and partnership marks a significant achievement for Limitless as we continue to expand globally,” said Roger Beadle, CEO, Limitless.
“As consumers turn increasingly to digital support channels and products become more complex, businesses need access to more diverse and agile talent pools. By integrating Genesys Cloud and the LimitlessGigCX platform, we offer businesses the opportunity to seamlessly blend call centre agents with their own passionate and knowledgeable gig experts to provide empathetic support, at scale.”
Olivier Jouve, executive vice president and general manager, Genesys Cloud, said: “Today, businesses need digital solutions that enable them to meet customers wherever they are in their journeys while providing a memorable, differentiated experience.
“By partnering with Limitless, we’re giving businesses a new way to optimise their contact centre resources while expanding the reach of the overall service experience for their customers.”