Directly

Problem. Solved.

Directly believes the fundamental nature of work is changing from fixed to fluid, as AI and gig economy transform how people and companies work in the next economy. Directly is a unique-in-the-market combination of AI/chatbots (think Nuance, NextIT, Digital Genius) and the power of the crowd (like Jive and Lithium). We want to make AI more effective so it can work as a tool for people, not a tool instead of people.

Directly helps enterprises look beyond the traditional contact center and deliver better answers to customers in the moments that matter. Unlike outsourcing and emerging AI vendors, our gig economy and AI platform helps you transform customer service by systematically tapping highly skilled product experts from your customer and partner ecosystem.

Our platform combines messaging, machine learning and gig work to transform and scale customer service for world-class companies like Autodesk, LinkedIn, Microsoft, Pinterest, Samsung, and SAP, making AI a tool for knowledge workers.

As the global economy moves from fixed to fluid, solutions that ensure human beings, not technology, are the center of the workforce are crucial. Our model currently applies to customer service, but could be applied to verticals like marketing, sales, and engineering in the future. Our model ensures AI bolsters the knowledge worker, and will allow people to choose how, when, and for whom they work, that best meets their needs.

Directly is a unique-in-the-market combination of AI/chatbots (think Nuance, NextIT, Digital Genius) and the power of the crowd (like Jive and Lithium). We sit at the intersection of two very crowded spaces but are alone in the overlapping portion.

Directly’s model uses AI and feedback from experts that produces ~100x the amount of data compared to standalone AI. And the key to AI is data, the key to data is quantity, and the wall AI is running up against is providing the wrong answer because there is not quite enough data. Directly’s inclusive AI puts experts-in-the-loop, which helps to ensure the AI does not run into the wall that is lack of data.

Over the next 12 months, our goal is to expand our work with large enterprises like our current customers: Airbnb, Samsung, Microsoft, and Linkedin. We will continue to advance our AI technology, and demonstrate how this technology can work alongside knowledge workers, which will prepare them to thrive in the next economy.  

In the next three to five years, we are focused on continuing to develop our AI and scale our solution to help businesses create mobile customer service hubs. Eventually apply this technology to other verticals like sales, marketing, and engineering. The end goal is to allow people to choose, when, how, and who they work for, supported by—not replaced by—AI.

Anyone who is a trusted, authentic, and passionate customer of one of our customers can become an expert. Different enterprises have different methods for sourcing and vetting their expert community.

We work with enterprise customers, where we serve millions of customer service interactions a year. Our platform touches customers with internet access of all demographics.

As our customers grow, and as we gain new customers, we grow. Our goal is to continue to work with enterprises of all sizes to help them engage with their most passionate customers, which in turn provides a flexible source of income for individuals who work as experts while improving the customer experience our customers provide.

Directly is a unique-in-the-market company, and we’ve been able to achieve that position by having creative employees and willing, knowledgeable partners. Microsoft’s investment is our Series B funding round is a testament to the long-term sustainability and efficacy of our model.

Right now, Directly is prioritizing growth and product development over profitability. In the long term, with a customer base of large enterprises like Microsoft, Airbnb, Samsung, Autodesk, and more, we believe we are well positioned for profitability, when it makes sense to prioritize down the line.

Directly believes the fundamental nature of work is changing. If done properly, the next economy can advance economic mobility and potential for people across the globe. If done improperly, automation and technology can supplant people as the workers of the future. We want to be involved with Solve because we believe in the power of a community coming together to address the issues of our time. Solve can elevate this message and be a partner in continuing to validate that mission.

The key barrier is awareness. Right now, Directly is a unique-in-the-market combination of AI/chatbots (think Nuance, NextIT, Digital Genius) and the power of the crowd (like Jive and Lithium). Raising awareness of a unique model by working with Solve is a crucial barrier for Directly to overcome.