Supported by 42CAP and Dreamcraft Ventures, Waypoint AI enables fast-growing software companies to recover 15% of engineering capacity typically lost to handling customer-reported escalations.

Waypoint AI, the AI customer support engineer that triages, investigates, and resolves product defects, is announcing a $3.1 million pre-seed round led by 42CAP and Dreamcraft Ventures, with participation from Berkeley SkyDeck Fund and Lumiere AI Ventures.

Waypoint AI is a Silicon Valley startup founded in 2024 to automate software maintenance so engineers can focus on development.

Revolutionizing Escalation Management for Modern Software Teams

Founded in 2024 by Tomas Polivka, Steve Boogar and Liam Boogar-Azoulay, Waypoint AI has developed its AI Customer Support Engineer to supercharge escalation management, the most expensive cross-department challenge facing software organizations. Waypoint AI automates intake, triage, and escalation report generation for customer support teams; assists with investigation and resolution for engineers; and generates detailed timelines and post-mortems for incident commanders.

At the time of the announcement, Steve Boogar, CEO of Waypoint AI said, “As organizations scale, software maintenance eats an increasing portion of engineering resources. Intelligent escalation automation is a strategic lever for leaders to unlock critical support and engineering capacity while improving CSAT.”

Waypoint AI Slashes MTTR and Reclaims Engineering Time for Enterprise Software Teams

Enterprise software leaders, including Kpler and Clickhouse have seen their mean time to resolution (MTTR) cut in half in a matter of weeks, recapturing engineering capacity lost to reactively triaging issues. Waypoint AI embeds in clients’ existing support, engineering, and chat systems to proactively engage on new escalations.

“Our philosophy is to back exceptional, product-driven founders with global ambition,” said Thomas Wilke, General Partner at 42CAP.

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Thomas added, “The Waypoint AI team embodies this spirit. They are not just data-driven; they are using AI to fundamentally reshape how software companies operate by tackling one of their most expensive cross-departmental challenges. Their commitment to building a category-defining, intelligent automation platform is exactly what we look for, and we are thrilled to partner with them on their journey.”

The newly added funds enable Waypoint AI to rapidly grow its Prague-based engineering office as they continue to scale the platform to meet customer demand.

Waypoint AI’s existing flagship product generates deflection and escalation remediation paths leveraging large language models (LLMs) and their proprietary Escalation Graph which stitches together tribal knowledge buried in documentation, chat threads, support and engineering tickets comments, commit notes and internal tools.

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