Category: UNCATEGORIZED

19 Mar 2020

Ada raises $44M Series B to improve its chatbot customer service platform

Ada today took the wraps off its $44M Series B that it hopes will allow the company to expand its offering of the company’s AI-powered customer service chatbot.

Accel lead the round with participation from existing investors, including Bessemer Venture Partners, FirstMark, Version One, Leaders Fund, and Burst Capital.

“Although AI gets thrown around a lot in the enterprise, we are focused on companies offering solutions that are driving real business value, and Ada is doing exactly that. Ada is breaking through the crowded market of chatbots to define a new category of automated customer experience that can manage far greater customer inquiry volumes while delivering some of the strongest customer satisfaction scores we’ve seen,” said Ben Fletcher, partner at Accel, in a released statement.

He adds that Ada delivers compelling value through “uniting automation, personalization, speedy implementation, and a no-code platform for non-technical users.”

Ada’s ACX platform features a chatbot powered by an AI engine that allows the company to deliver personalized customer service conversations. The company says it uses machine learning to increase the accuracy of its platform, and allows its customers in different markets to tailor the experience to its customers. For instance, for a company in fintech, the ACX platform can be trained to understand the industry’s jargon, typos, spelling errors, and work with 100 languages.

“Our founding team spent over a year in the trenches of customer support and saw first-hand that existing solutions just couldn’t scale in the face of soaring ticket volumes and sky-high customer expectations,” said Mike Murchison, Co-founder, and CEO of Ada, in a released statement. “We designed Ada to help customer service teams take advantage of all the benefits of automation without sacrificing the personalized touches that are so essential to winning loyal, long-term customers. Ada will use this investment to lead the next phase of this market, extending our best-in-class AI with the aim of delivering personalized experiences across all customer properties, while providing more tools to help businesses better calibrate their customer service strategy and optimize their bottom line.”

Several years back, the chatbot market suffered a quick rise and fall, but the current players are providing a critical service to its customers. They’re up against rising expectations from consumers and increasing demands from organizations looking to scale operations. Mature startups like Ada are well-positioned to continue to capitalize on the increased requirements, and this funding round should carry the company to new markets.

19 Mar 2020

Microsoft Teams jets to 32M DAUs, announces new features as remote work booms

Today Microsoft announced that its Teams product, a Slack competitor and likely beneficiary of the COVID-19 remote work boom, has reached 32 million daily active users (DAUs). The new figure represents a huge gain on the number Microsoft shared in November 2019, when the product had 20 million DAUs.

Slack, Microsoft’s arch-rival in this particular niche of the productivity space, last announced 12 million DAUs in October of 2019. Of course, as Slack has also grown since the start of Q4 2019, that figure is dated.

Microsoft and Slack have been locked in a competition to build the biggest internal-work chat service since Teams’ launch in late 2016 — it’s a rivalry I’ve written about since early 2017. The strife has a rich history, including a reported decision to not buy Slack by Microsoft’s brass, and an open letter from the then-private upstart that took aim at its older, larger rival when it brought Teams to market.

It’s a fun rivalry to track, with a cool, Silicon Valley-popular unicorn taking on Microsoft, a decreasingly uncool enterprise behemoth.1

But for Slack, the Teams news comes at an unwelcome time. Its share price has been under fire lately, with investors repricing it to lower and lower revenue multiples. The implication is that the public markets are expecting the company to grow more slowly over time, generating less future cash.

(Reviewing Slack’s earnings transcript it appears that the company is conservatively discussing its future as it watches product usage grow ahead of product revenue; we’ll know a hell of a lot more after its next earnings report which will include the post-usage revenue result of the COVID-19 era. Ironically its Microsoft’s CEO Satya Nadella who likes to say that “revenue is a lagging indicator, usage is a leading indicator.”)

Teams is likely part of investor reaction to Slack’s numbers, given that Microsoft is aggressively working to grow its mind- and marketshare in Slack’s market. The Big Five firm recently launched an ad campaign for Teams, to pick an example. And it’s dropping new DAU figures pretty quickly after the smaller company’s earnings were poorly received by Wall Street.

Microsoft didn’t announce the new DAU figure by itself. The company also detailed a number of new Teams features, including “noise suppression” for calls, a “raise hand” feature that lets users better juggle whose turns it is to speak, the ability to break-out discrete chats into smaller windows, “offline and low-bandwidth support,” along with a few integrations. (Bits of that should sound familiar, Zoom has a hand-raise feature for example.)

Usage

Slack has made noise in the past about what daily active users means as a concept, underscoring how active its users are at the same time. Microsoft detailed how it counts DAUs in a blog post today, saying that it requires a user to make an “intentional” action inside a 24-hour period, including “sending or replying to a chat, joining a meeting, or opening a file,” while discounting “passive actions like auto boot, minimizing a screen, or closing the app.”

That seems pretty reasonable. But I’m less convinced by the how active are the DAUs discussion due to differences in userbase targeting. Microsoft has spoken repeatedly about how it wants to help non-office workers stay in touch with Teams. Today it discussed how it’s working towards “bringing technological solutions to traditionally underserved professionals, including first-line and healthcare workers.” I’d hazard that those workers are, on average, less active on an internal chat app during the day than, say, your local startup employee.

Wrapping as we’ve said enough for today, it’s worth keeping in mind that there is room in this market for a few players. From our current point in time, it seems unlikely that either Slack or Teams will take the whole market. Not that they aren’t trying, naturally.

  1. Increasingly cool?
19 Mar 2020

Storj brings low-cost decentralized cloud storage to the enterprise

Storj, a startup that developed a low-cost, decentralized cloud storage solution, announced a new version today called Tardigrade Decentralized Cloud Storage Service.

The new service comes with an enterprise service level agreement (SLA) that promises 99.9999999% file durability and over 99.95 percent availability, which it claims is on par with Amazon S3.

The company has come up with an unusual system to store files safely, taking advantage of excess storage capacity around the world. They are effectively doing with storage what Airbnb does with an extra bedroom, enabling people and organizations to sell that excess capacity to make extra money.

It’s fair to ask if that wouldn’t be a dangerous way to store files, but Storj Executive Chairman Ben Golub says that they have come up with a way of distributing the data across drives on their network so that no single file would ever be fully exposed.

“What we do in order to make this work is, first, before any data is uploaded, our customers encrypt the data, and they hold the keys so nobody else can decrypt the data. And then every part of a file is split into 80 pieces, of which any 30 can be used to reconstitute it. And each of those 80 pieces goes to a different drive on the network,” Golub explained.

That means even if a hacker were able to somehow get at one encrypted piece of the puzzle, he or she would need 29 others, and the encryption keys, to put the file back together again. “All a storage node operator sees is gibberish, and they only see a portion of the file. So if a bad person wanted to get your file, they would have to compromise something like 30 different networks in order to get [a single file], and even if they did that they would only have gibberish unless you also lost your encryption keys,” he said.

The ability to buy excess capacity allows Storj to offer storage at much lower prices than typical cloud storage. Golub says his company’s list prices are one-half to one-third cheaper than Amazon S3 storage and it’s S3-compatible.

The company launched in 2014 and has 20,000 users on 100,000 distributed nodes today, but this is the first time it has launched an enterprise version of the cloud storage solution.

19 Mar 2020

Home diagnostics startup Everlywell is launching an at-home coronavirus test sample kit

The state of testing for the novel coronavirus currently spreading globally in the U.S. is abysmal, relative to other developed countries, but there are a number of efforts underway to help improve availability. One company doing their part is at-home lab testing startup Everlywell, which has been offering a number of in-home self collection kits for things like food sensitivity, metabolism, thyroid and more. As of Monday March 23, it’ll also offer a COVID-19 sample collection kit for home use.

Everlywell’s test kit includes swab-based collection equipment, as well as shipping materials that ensure safe transport of a person’s sample as outlined by the CDC and UN Committee of Experts on the Transport of Dangerous Goods to help prevent any possible risk to mail carriers or couriers actually moving the packages. The samples collected are then tested by labs certified for COVID-19 testing under the FDA Emergency Use Authorization issued to help build out America’s testing capacity.

The company also includes overnight shipping labels for the samples, and says that results will be available in a secure, online format within 48 hours. For anyone who tests positive, Everlywell will also be connecting them with certified physicians that can provide them with consultations and guidance via telehealth, and it notes that any positive results will also be sent to federal and state reporting agencies, as is currently required by mandate.

I asked Everlywell about the accuracy of these tests relative to other methods, and they noted that their at-home collection method have been validated by a number of peer-reviewed medical studies. Experts have been calling for use of at-home collection as one way to increase collection volume and lower the risk for front-line medical staff, too. The tests themselves are also all conducted at certified private labs, with results reviewed by board-certified physicians for accuracy.

Initially, Everlywell says it will have 30,000 at-home diagnostic kits available, though it hopes to eventually scale that to up to be able to offer tests to up to 250,000 people weekly. Getting to that target could “take several weeks” or even “a few months,” however, according to the company, because of a global shortage of the nasopharyngeal swabs that are used in COVID-19 testing, which affects not only the startup’s ability to produce test kits, but everyone else’s as well. The company also says that it’s working on potential validation of testing for the new coronavirus using different types of biological samples that would use different collection methods, in case of future approval of their use by health regulators.

Everlywell will have a screening process in place via their website, based on CDC guidelines, to determine who gets the kits. They also carry a $135 charge, which Everlywell says it sees no profit from, and which can also be covered by participating insurance providers. The company is also trying to see if it can provide them free of charge in partnership with government and public health partners.

19 Mar 2020

Y Combinator-backed Kosh is a neobank for blue-collar workers in India

Dozens of startups have stepped up in India in recent quarters to improve banking experience for millions of users and businesses in the country. As a result, tens of thousands of people who could not get a loan or a credit card from a bank can now secure both from fintech startups.

But this push to bring financial inclusion to everyone still has many areas to cover. Blue-collar workers, for instance, are still facing challenges in availing some basic banking services.

Kosh, a Y Combinator-backed startup (W20), is beginning to tackle this challenge. It groups three or as many as ten blue-collar workers and gives them a loan.

“When a user logs into our Android app, they are able to apply for a loan. But before they do that, they need to add some of their colleagues and friends who are also looking for a loan,” explained Aayush Goel, co-founder of Kosh, in an interview with TechCrunch.

This way of banding together people allows Kosh to charge a lower rate of interest on the loan, said Goel.

“We have borrowed this from the world of microfinance. Essentially, we have a joint liability model. Let us say there were three people who were looking for a loan. We band them together and instead of giving each of them a separate loan, we give the group one loan” he said.

Aayush Goel (pictured above), and Sahil Bansal co-founded Kosh in March last year

In each group, at least one member is credit-worthy in the traditional sense, he explained. The startup also uses alternative data such as information gleaned from text messages to determine a person’s eligibility.

Such an arrangement has traditionally seen fewer people default (or fall behind paying their debt) because of social pressure from their colleagues and friends, as all of them are liable.

Kosh started to disburse loans in December. It currently offers loans up to twice the salary of an individual and over a tenure of up to 10 months, said Goel. The startup has disbursed close to 150 loans worth $35,000. It works with a Noida-based non-banking financial company to fund these loans.

The startup said it plans to broaden its neobanking offering this year by creating bank accounts for its customers. “There is a general lack of discipline in how these people spend their money. Having access to a bank account that works for them could prove very useful,” said Goel.

In recent years, a handful of startups such as Bangalore-based Open and NiYO Solutions have developed neobanks or alternative banks to serve businesses and individuals. In January, two former Google Pay executives announced their own neobank startup that aims to serve millennials.

GIGI Benefits, another Y Combinator-backed startup (W20), offers insurance and savings — perks that only full-time employees typically have — to gig-economy workers and freelancers.

“We help each worker set aside part of a paycheque to cover their costs of insurance, short-term expenses, and plan for their retirement,” said Sowmya Rao, founder and chief executive of GIGI Benefits, in a post.

19 Mar 2020

When the ‘dry powder’ disappears

Venture capitalists have raised record-breaking funds in recent years, but that doesn’t always mean the money is there for them when they want it. In extreme downturns, limited partners or LPs — the people and institutions that promise capital to venture capital firms, and then wire it when the VCs need it for their startups — have little choice but to answer the phone less. The alternative is to sell others of their positions — including in publicly traded stocks —  at a steep loss, and they’d prefer not to do that.

“The public markets end up being the ATM for the illiquid stuff,” says Chris Douvos of Ahoy Capital, an LP who has backed such firms as First Round, Data Collective, and True Ventures. When the markets are in free fall as now — today the S&P closed nearly 30% below a record set last month — the collective reaction of asset managers, he says, is: “Holy smokes, this kind of sucks.”

What happens next depends on how sustained and deep the downturn, but LPs seem to agree that the the industry could be in for a reckoning this time that’s beyond their control. They have little choice but to get practical, fast.

Already, newer managers are seeing LP interest dissipate before their eyes. Though Douvos says he doesn’t “think we’re there yet,” he also shares the story of a fund manager who has been struggling to close a $50 million fund and on whose behalf Douvos has been “pinging a bunch of my LP friends, and the response I’m getting is, ‘We’e not investing in new relationships right now. We’re not even investing the time.'”

Joanna Rupp, a managing director at the University of Chicago’s Office of Investments, notes that the school’s endowment has stakes in many smaller managers with whom it has strong relationships, including Pear in Palo Alto. She echoes what Douvos is seeing, explaining that, “Everyone who is currently in our pipeline and who we committed to invest in three weeks ago, I’m still investing with them.” But given the financial gut punch the economy has taken, “some [new managers] who we wanted to build relationships with and who could be interesting to invest with, I now don’t have the capacity to add them.”

Adds Rupp, “It’s going to be very difficult for newer managers without established LP bases to raise.”

Perhaps more relevant to the broader startup industry is that, absent a quick economic rebound, older relationships can also start to receive the cold shoulder. This means less dollars for the venture firms that have already closed their funds, and fewer capital for startups that might need it.

“At some point,” says Douvos, fear and uncertainty starts to “creep into your existing portfolio, and you start doing portfolio triage, and you’re like, ‘Wait, I have 24 venture managers and I’ve got to cut somewhere.” The questions begged are: “Do I make smaller commitments to each of them? Do I start saying sayonara to the bottom third?”

It’s precisely the scenario that played out exactly 20 years ago, when following the dot-com boom and bust, limited partners — from pension funds to charitable foundations to school endowments — saw their overall assets shrink, forcing venture managers to whom they’d committed capital to slow their investments.

Some venture firms were eventually forced to shut down. Others had to downsize their ambitions. Accel, for example, not only reduced a $1.4 billion fund it had raised at the time, but its partnership actually cut back the fund twice, in both 2002 and 2003, releasing some of its backers from their obligations.

Certainly, many of the surrounding circumstances feel familiar to longtime industry participants who’ve awaited some kind of a correction — one more dramatic than the 2008 financial crisis, which hit Wall Street far harder than Silicon Valley. Indeed, with record amounts of venture capital raised, a market peak, then sudden plunge, the moment feels very much like it did in the spring of 2000 when the high-flying market, rife with young internet companies, abruptly nose-dived, wiping out thousands of startups — and hundreds of venture firms — over the following three years.

At least some lessons were learned in the aftermath of that earlier crash. For one thing, says Rupp, in these “unprecedented times, people will show their character. You get a sense of who people are and how they think about the world, and GPs need to be really mindful of that and how supportive they are in communicating with their portfolio companies.”

Rupp also suggests that LPs, like savvy VCs, can sometimes use downturns as a way to ease out of some positions and double down on others. Even faced with possible budget cuts, says Rupp, “Some folks we wouldn’t cut back, while you hope you might get additional allocation as other LPs become more conservative.”

Elizabeth “Beezer” Clarkson, who has led Sapphire Partners investments in numerous venture firms, further posits that companies might realize now that IPO “windows aren’t opened forever.” While a generation of startups has subscribed to the notion that should stay private as long as possible — earning the patience of early investors and employees by overseeing smaller secondary share sales — many could have made their employees, venture investors, and the industry’s limited partner more had they moved faster to go public.

“Can everyone be made a millionaire off secondaries?” Clarkson says. “It must be harder.”

Of course, much remains to be seen. Coronavirus vaccines are being researched around the world, and should something work soon, economies around the globe could spring back. In the meantime, VCs might want to give their LPs a break, for as long as they can, while these investors are getting whipsawed.

Says Douvos of the current atmosphere, “Everybody believes that, ‘Oh my gosh, all of a sudden, entrepreneurs are willing to accept term sheets at like 10% less,’ The [VCs] see this as a value.

“What they don’t realize is that [right now], there’s so much more value out in the rest of the world,” he continues. “All things being equal, you’d rather buy a public stock that you can buy on sale and get out of when it runs up again than a private company that you have to hold for eight or nine years . . . Being asked to lock in losses to buy illiquid assets doesn’t feel that great.”

19 Mar 2020

Facebook’s $1,000 bonus only applies to full-time employees working from home, not contractors

Facebook CEO Mark Zuckerberg said in an internal memo earlier this week that the company will give employees working from home during the COVID-19 pandemic a $1,000 cash bonus. But, as the Intercept first reported, contractors will not receive the bonus.

When TechCrunch asked Facebook why contractors won’t get the bonus, a company spokesperson sent us a statement similar to the one it gave the Intercept, saying that “The $1,000 is for full-time employees who are working from home. For contract workers, we are sending them home and paying them in full even if they are unable to work, which is much more meaningful than a one off payment.”

The BBC reported earlier today that Zuckerberg said in a call with reporters that contract workers will also get their full salaries even if they are unable to complete all their usual tasks. But Joe Rivano Barros of the Worker Agency, which coordinates campaigns for advocacy groups like Gig Workers Rise and RAICES Texas, told the publication, “it’s great that they are letting them work from home, but it seems like the bare minimum Facebook could do.”

Facebook has an estimated 15,000 content moderators, working through third-party contractors. In the call covered by the BBC, Zuckerberg said that Facebook full-time employees will take over decisions about sensitive topics, including self-harm and suicide, in part to reduce the mental health impact of viewing such content on contractors, and added he was “personally quite worried that the isolation from people being at home could potentially lead to more depression or mental health issues, and I want to make sure that we are ahead of that supporting our community.”

A portion of Facebook’s content moderation is also performed by algorithms, though the shortcomings of its filters was highlighted this week when a bug blocked sharing of coronavirus-related content on the platform, even from legitimate new sources (posts were later restored). Human workers are still essential to Facebook’s content moderation system.

The impact of screening content, including violent or disturbing material, on human moderators was brought to attention last year after a major report from The Verge in February 2019 about the mental health toll experienced by many contractors. Afterward, Zuckerberg said the company would commit to paying all Facebook contractors in the U.S. “a wage that’s more reflective of the local costs of living. And for those who review content on our site to make sure it follows our community standards, we’re going even further. We’re going to provide them a higher base wage, additional benefits, and more supportive programs given the nature of their jobs.”

As part of its COVID-19 response, Facebook also said that it will pay contingent workers who cannot work as offices close because people have been ordered to work from home, following similar measures from Microsoft and other companies.

But as TechCrunch’s Jonathan Shieber and Alex Wilhelm noted, many tech companies have created a “dual-class worker system in recent years, keeping their more technical and product-oriented staff as full-time workers for the main company, while exporting elements of labor to third-party companies… Moving to comp more, or all workers, is not only good PR, though it is also that, it’s simply good ethics.”

19 Mar 2020

Twitter will broadly delete any COVID-19 tweets that could help the virus spread

You don’t have to go far to find someone online downplaying the severity of a global pandemic that’s shut down entire economies and ground everyday life to a halt. Knowing that, Twitter will take extra steps to remove tweets that put people at risk of contracting the novel coronavirus as it rapidly sweeps through communities around the globe.

On Wednesday, Twitter updated its safety policy to prohibit tweets that “could place people at a higher risk of transmitting COVID-19.” The new policy bans tweets denying expert guidance on the virus, encouraging “fake or ineffective treatments, preventions and diagnostic techniques” as well as tweets that mislead users by pretending to be from health authorities or experts.

Given the new guidelines Twitter has outlined, the platform is going to have its work cut out for it. Under the ruleset, a tweet that claims “social distancing is not effective” would be subject to removal. Twitter also wants to delete telling followers to do ineffective or dangerous things like drinking bleach, even if the tweet is “made in jest” because that content can prove harmful when taken out of context.

Twitter also wants to delete tweets that make calls to action encouraging other users to behave in a way counter to what health authorities recommend, with the example tweet of “coronavirus is a fraud and not real – go out and patronize your local bar!!” Some political figures have faced criticism for similar statements in recent days, including Rep. Devin Nunes (R-CA) who encouraged Fox Business viewers “to just go out… go to your local pub.”

The rules will also ban tweets in which people play armchair doctor and make claims like “if you have a wet cough, it’s not coronavirus – but a dry cough is.” Users will also not be allowed to make coronavirus claims that single out groups of people based on race or nationality, like discouraging followers to eat at Chinese restaurants. Other race-based claims like John McAfee’s tweet that “Coronavirus cannot attack black people” won’t fly either.

Twitter’s new set of coronavirus-related misinformation rules is as thorough as it will be difficult to enforce. Many, many tweets would appear to fall under the deepened policy designed to prevent health misinformation from spreading on the social network.

To meet the unique challenge posed by the pandemic, Twitter said it has put a “content severity triage system” in place so that the most potentially damaging tweets can be identified and removed, with less emphasis on users flagging the tweets themselves. The company previously announced that it would be relying more heavily on automation and machine learning to act on content that violates platform rules, which Twitter admits may lead to mistakes in some cases.

In an effort to rise to the gravity of the situation, Twitter’s policies lay out an aggressive and fluid approach that we don’t always see from social networks. We’ll be following along to see how the platform experiment goes in the coming days and if Twitter can help stem the flow of potentially lethal misinformation as the world wakes up to the global threat of COVID-19.

19 Mar 2020

FreshDirect says worker who tested positive for COVID-19 not involved in food prep or delivery

Popular online grocer FreshDirect sent an email today notifying consumers that a warehouse worker has tested positive for COVID-19. CEO David McInerney stressed that the worker had not been present in the facility since reporting feeling unwell. Nor were they involved in either the food preparation or delivery aspects of FreshDirect’s service.

The news is unsurprising, as the pandemic spreads across the U.S. As of tonight, more than 8,000 people have tested positive for the novel coronavirus, across all States and D.C. As residents increasingly adhere to stay in place orders, food deliver is becoming an even more essential aspect of daily life.

Last week the company noted on its site that the system was being slammed by consumer demand, writing. “due to high demand, delivery time slots are filling up faster than usual so please plan ahead.”

In his letter, McInerney explains that FreshDirect had a course of action in place for just such an event. “This occurrence triggered the implementation of our COVID-19 response protocol, as well as a deep cleaning of the impacted area, its equipment, and all other appropriate business areas,” the executive writes. “The employee is currently self-isolating and has reported that they are doing fine.”

This is no doubt not the last of these sorts of stories we’ll hear about impacted services. Most stay in place orders continue exceptions for essential services including groceries, meaning they’ll likely continue operations even as many other businesses go on hiatus. Companies are encouraging sick employees to stay away over concern for their health and that of their customers. However, a lack of access to testing, paired with a lack of safety net for many in the gig economy can disincentivize the drive to keep away.

The company confirmed the statement in an email to TechCrunch.

18 Mar 2020

The 20 best startups from Y Combinator’s W20 Demo Day

With world events overtaking the tech world’s preferences to meet for coffees and convene at events, Y Combinator skipped its famous two-day live Demo event and went for a radical experiment: no demos at all, but instead a long list of the nearly 200 startups in its Winter 2020 batch, with links to their sites and one-page slides. We’ve done the legwork for you in giving you a full rundown of who does what, and we have also come together on a group video chat on Zoom to talk through our takeaways of the format this year (missed it? here’s the recording). Now, in no particular order, here is our shortlist of some of our overall favorites.