Scala, a cutting-edge AI startup established by Rajeev Singh, CEO of Smartsheet, and Ardie Sameti, a former executive at Accolade, recently closed an $8.5 million seed round led by prominent Seattle venture firms Madrona and FUSE.
Previously operating in stealth mode, Scala is now unveiling its operational intelligence platform designed for contact centers in industries such as healthcare, travel, and financial services. The platform aims to offer a comprehensive view of workflows and systems within customer service operations.
CEO Ardie Sameti highlighted the challenge companies face in understanding their operations fully despite investing heavily in customer experience tools. Scala’s solution involves a three-component platform that integrates with a company’s existing technology stack:
- Pulse, a unique reasoning engine that aggregates data from various systems to provide insights and identify operational areas that need attention.
- Agent Canvas, enabling operators to create and deploy AI agents for both customer-facing interactions and internal processes.
- Pulse Assist, described as an “AI ops sidekick” that assists contact center operators in planning tasks, executing actions, and making informed decisions.
With a background in leading AI and platform initiatives at Accolade, Sameti understands the challenges faced by customer experience leaders and aims to address the limitations of existing tools and systems.
While Scala serves customers in healthcare, travel, and financial services, specific names and figures remain undisclosed. When questioned about competition from other AI customer experience startups like Sierra, Sameti emphasized Scala’s holistic approach that covers the entire operation rather than focusing on specific solutions.
Sameti compared Scala’s strategy to a restaurant’s operations, highlighting the company’s aim to understand and coordinate every aspect from the host to the bartender, offering a comprehensive service solution. He also emphasized the importance of domain expertise over AI agents as a competitive advantage.
Investors, including Kellan Carter from FUSE, recognize Scala’s unique approach in building a comprehensive service solution that spans all aspects of the customer journey. The company recently established its first permanent office in downtown Bellevue and currently employs nearly 20 individuals.
Rajeev Singh, co-founder and executive chair of Scala, has a successful track record with previous ventures such as Concur Technologies and Accolade. Mike Hilton, former chief product officer at Accolade, is also an investor in Scala, contributing to the company’s growth and development in the AI space.
