Why we invested in deepdots

Businesses have to understand what customers want to succeed. And if you can’t understand what your customer is telling you – or would tell – it’s game over. 

Yet, too often data stays trapped in customers’ heads. 

The first step is to find a way to collect data at scale to power your analytics. The issue is that in releasing this tsunami of information, it becomes very difficult  to sift out the quality data from the noise. This means many enterprises are still putting in hundreds of hours of manual work to figure out what customers are actually saying. It’s a setup that is both expensive, and makes it hard to work out if you’re doing a good job. How can you know when data is siloed and your process is manual?

This should be a natural use-case for AI tooling. It is.  However, it’s surprisingly complex to make it work since the AI starts with symptoms (“service is bad”)  and must drill down to root causes (“not enough staff during peak”).  And this taxonomy must be built dynamically based purely on data, to prevent the situation where a tool only surfaces what it had already been told to look for.,  

Enter deepdots – the company that has managed to crack the problem. 

deepdots gives enterprises a smart customer feedback platform that uses in-house AI-driven models to automatically collect and analyse customer feedback and other data channels in one place, at scale, and with human-level accuracy. Customer experience and product teams no longer have to waste time searching through disparate silos for data, or spend hours manually sifting through feedback, as the product integrates collection, analysis and action in a single platform. 

The deepdots platform is clever: it dramatically improves quality of the feedback and allows the customer to be specific. And it does all this without compromising on privacy or safety due to being run on proprietary in-house models. 

deepdots also offers a second layer of insight through building AI agents to help enterprises make improvements in their processes and deliver results. All this saves customers huge amounts of time and money. 

Crucially, deepdots is also the right solution for today – but will bring businesses into the world of tomorrow. Some may not be quite ready for “machine does it all”, but we are at a point where businesses are ready to trust AI to take decisions. deepdots uses AI to help its enterprise customers sift out better quality data, make better decisions, and implement changes quickly. deepdots genuinely empowers enterprises to perform better, and we believe that this company is ideally positioned to capture the multi-billion dollar ‘Voice of Customer’ market.

A feisty, knowledgeable founding team and proven customer traction – why we’re so excited about deepdots’ potential 

deepdots is a perfect example of a company that succeeds through ‘show not tell’. 

We deeply researched this space before backing Nima and Francisco – who had stellar careers at Google and Humio. Since launching in 2023, deepdots has attracted large enterprises as customers in its home market, including  pharmacy chain Matas (263 stores, 4BN kroner+), real estate firm NREP, and water solutions leader, Culligan. 

deepdots has managed to do this through making everything easy for customers – it integrates with tools including Intercom, Zendesk, and HubSpot and is easy to use and implement –  and delivering results. It also listens to every one of its customers, using their feedback to continually iterate on its product, ensuring the rapid development that is essential given the rate of change in AI.

As Stefan Kirkedal, Head of Customer Insights, Loyalty and Matas Media at Matas A/S said: deepdots has already “transformed” the way the group works with NPS, helping it move from a traditional setup to an AI-driven approach, and “gain deeper customer insights while saving significant time”. 

deepdots’ early success is also down to its founders’ expert customer knowledge and punchy GTM motions.  

Nima Vali Rajabi (CEO) and Francisco Arias (CTO) had personally felt the pain of working through customer feedback at Humio and Google, and so built a solution they knew customers would want. Geeta Schmidt (former CEO and Co-founder of Humio) has also backed them for this reason: she knows the appetite is there, and that the team has what it takes to succeed. 

Nima and Francisco are inspiring, ambitious and have a clear vision, and they have gathered a highly talented team to help take them to the next stage. We’re proud to be supporting them along the way.