Voyc: Turning customer call analysis into a superpower, with the help of AI

Customer support has always been key to successful business strategies and plans, yet it is not always without misunderstandings. Startup Voyc is tackling this problem by ensuring that both customers and companies are treated fairly during verbal exchange. How? Voyc’s artificial intelligence (AI) software enables companies to gain deeper understanding of their customers’ needs and problems, and resolve issues as efficiently and fairly as possible.

FROM A SIMPLE IDEA

Call monitoring is essential in identifying potential risks, improving agent performance and enhancing the overall customer experience.

In their venture to ensure understanding between companies and customers, Matthew Westaway and his co-founder, Lethabo Motsoaledi, developed an AI-based solution that adds value to customer service. “We hope that one day everyone will feel trusted and that their voices will be heard,” says Matthew.

Currently focused on the insurance sector, the startup is working with more than 10 companies, enabling them to maintain strong and positive relationships with their customers.

The Quality Assurance (QA) team plays a key role. It is in charge of recording and analyzing all calls that take place, and providing insurance companies with relevant information that allows them to handle clients’ requests fairly and reliably. Voyc’s AI-driven software is able to transcribe and analyze calls within minutes, and deliver data-packed reports to the team. 

“We basically give our QA Team superpowers to protect both the company and the customer,” says Matthew. “That way we can ensure that there are no issues between them.”

THROUGH YES!DELFT

Delft-based incubator YES!Delft and their professional network of experts have been a part of Voyc’s entrepreneurial journey so far. As one of the startups in its Accelerator program, Voyc has enjoyed the wide range of expertise they have had access to and the good connections they have been able to make. 

“YES!Delft’s strong network has been very valuable for our company, especially in the early days,” Matthew says. “It employs amazing people that are ready to help and that want you to do well.”

Today, two years after being founded, Voyc has a team of 10 who share the same passion and energy for establishing equal relations between companies and their clients.

TO A GROWING COMPANY

During this journey, the startup has gone through periods of trial and error that have expanded its understanding of the potential risks that both companies and their customers have to bear in the business world. 

“Most of the issues usually come up on service calls when customers are just extremely unhappy”, Matthew says. “It is often the case that customers misunderstand what service they are being offered and end up receiving something they never asked for.”

He makes another point that while customers could misjudge some of the information they are offered, misinterpretation on the company’s side is also a possibility. 

“Our clients, mostly insurance companies, generally have a lot at stake so being able to analyze their customer service calls is crucial for them,” Matthew says. “On the other hand, their customers can also end up largely affected should it come to a misunderstanding.” 

In a way, both sides have a lot to gain from a solution like that of Voyc.

The past two years of running their company has taught Matthew and his co-founder a lot not just about entrepreneurship but about their industry as well. For the coming months, they have locked their sights on expanding to the UK and establishing a foothold in the market there. 

With a few investments from accelerators such as Techstars and several Dutch angel investors, Voyc is certainly on the right path. From this point on, the team will be venturing onto even bigger and better business opportunities, both in the Netherlands and abroad. 

Milestones

Mar 2018: Founded company

Sep 2018: Joined Techstars SAP.iO Berlin

Nov 2019: Signed first large insurance company

Jan 2020: Hired 5th Team Member

Feb 2020: Setup HQ in the Netherlands

Mar 2020: Joined YES!Delft

Nov 2020: Signed 4th large insurance company

Dec 2020: Hired 10th Team Member

Dec 2020: Monitored the call of 100 000’th end-customer

Give your 2021 a kick start and sign up for our Accelerator Program! 

Get to know more

Top 10 Startup Success Stories: December

It is almost time to jump into the new year. It’s been a crazy ride but nonetheless a ride with a lot of ups for the startups along the way! So just before we pop the champagne bottle to celebrate that we made it to 2021, we would like to share the last startup successes of this year! Read all about it in the Top 10 of December, with this month not 10 but 11 success stories!

1. KVK Innovation Top 100

aQysta and Somnox got nominated for the KVK Innovation Top 100. On the 21st of January, we will get to know who will take over PHYSEE, the winner of last year’s edition.

2. Qblox

Qblox got awarded € 4.8 million in funding from the European Innovation Council! The startup applied for funding from the European Commission Accelerator Program in August of this year. Qblox is amongst the 1% successful DeepTech startups, only 38 companies, who eventually succeeded.

You only have a few more days to apply for our next DeepTech program. 

Join now

3. CES 2021

Circularise, Delft Circuits, Qblox, SenseGlove, Hardt Hyperloop, and Birds.ai are joining CES 2021, among the 80 most innovative Dutch startups and scaleups!

4. Loop

VICE Media has chosen Bob Hendrikx, founder of Loop, as one of the 20 Humans of the Year 2020! This is a list that honors scientists, engineers, and visionaries who are changing the world for the better.

5. Mapiq

Mapiq launched their brand new website. Paired with a fresh look and feel, and filled with new inspiration, the scale-up gets you ready for the next chapter of work

6. Supersola

The CleanTech startup Supersola installed four ready-made solar panels on the roof of the DreamHûs. This is a test house in The Green Village on the TU Delft campus where innovations are introduced first hand! The test results from this realistic usage situation will be used in a discussion to eliminate ambiguities in the legislation and regulations of solar panels.

7. UbiOps

UbiOps announced that BAM Energy Systems started using their platform for data-driven analytics. “We want to use UbiOps to further develop propositions for optimising energy consumption for our clients in both the utility and residential market.”

8.Effect.AI

Effect.AI has been recognized by the public and the Blockchain Netherlands (BCNL Foundation) being the best public solution made with blockchain technology in the Netherlands!

9. STIL

The startup that develops a wrist brace that suppresses tremor using the concept of noise-canceling won € 20.000, by making it to second place in the MedTech category of the EIT Health Catapult. 

10. Noria

Because of all the votes from friends, family, followers, and fellow fighters against plastic waste in our waters, this startup took home the Audience Award at the finals of the WIS Award.

11. Hardt Hyperloop

This month there were so many successes, so for once, we are adding an extra success! Just before the end of this month, Hardt Hyperloop announced the participation of the Dutch Government in their hyperloop development. Together with their partners Hardt Hyperloop have initiated the Hyperloop Development Program. This program is a public-private partnership to develop hyperloop as a high-speed, zero-emissions transport solution that could play a significant role in the climate transition. The Dutch Government grants a subsidy of € 4.5 million to these developments.

Don’t miss out on the successes anymore!

SIGN UP FOR THE NEWSLETTER

Summer is not slowing the YES!Delft startups

Top 10 Tech Startup Success Stories: JULY

Certainly, summer is not slowing YES!Delft startups! Are you curious to see what everyone has been up to? Read all about it in this top 10 tech startup success stories. Featuring among others: Hardt Hyperloop’s first functional hyperloop in Europe, aQysta’s brand new pump in Spain and last but not least, Envision and Dutch Analytics at Startup Tuesday in YES!Delft The Hague.
1.Hardt Hyperloop

Not too long ago we celebrated Hardt Hyperloop for their grand achievement of the first functional hyperloop in Europe. But summer is not slowing down the Validation Lab and Accelerator alumnus: CEO Tim Houter has been nominated by EIT for the Innovators Award.

 

Join the Accelerator Program!

2.Effect.ai 

This AI/Blockchain Validation Lab alumnus just launched the first phase of their decentralized AI platform. Consequently, data science teams can upload their vast quantities of data – for example for a chatbot. Finally, ambassadors around the world then structure, enrich and annotated it. In this aspect, it works similarly to Mechanical Turk. 

3.Skel-Ex 

Commercial Director Jaap Hoogland received the prestigious Red Dot Design Award for the design of the Skelex360. The design for the exoskeleton with its high ergonomic wearability was made in collaboration with Van Berlo. Above all,  The Red Dot jury praised the way the Skelex360 supports ­wearers without limiting their freedom of movement.

 

 

4.Physee 

Opened its doors for the GESTE summer school, which aims to make tech accessible to everyone. The Validation Lab and Accelerator alumnus believes age, nationality, gender or education systems shouldn’t be limiting factors of learning. Therefore, they welcomed twenty children between the ages of 10 and 12 during the summer school program, and help them get enthusiastic about tech! Gemeente Delft, TNO, YES!Delft, TU Delft, Designathon Works & Kids Akademie support this inaugural edition.

 

Join the Accelerator Program!

5.AidX Medical 

Last year’s EIT Health Validation Lab winners — AidX Medical got the chance to pitch on national radio, in BNR Zakendoen. Co-founder Mirte Vendel represented the MedTech startup and impressed the jury of entrepreneurs with her pitch. Their product makes malaria detection cheaper, faster, accessible to all and more reliable. Finally, their goal is to enable malaria diagnoses to be executed without the need for medical expertise, to be implemented in rural areas. 

 

6.KVK Innovation Top 100

Four YES!Delft startups, Physee, Envision, CloudCuddle, and Kitepower, have been nominated in the Innovation top 100 by the KVK (Dutch Chamber of Commerce).  Finally, the exact raking will be presented by the jury on September 25. Moreover, Robotics startup Somnox and CleanTech startup Qlayers were featured in the KVK YouTube series Beyond Business. 

 

7.Startup Tuesday in YES!Delft The Hague

On the 25th of June YES!Delft The Hague was proud to host Startup Tuesday! This weekly event is a collaboration between the innovative hubs in The Hague with the aim to strengthen connections and support impact-driven entrepreneurship. Certainly, it’s the perfect occasion to learn from experienced startup founders! Therefore, YES!Delft The Hague had local AI startups Envision and Dutch Analytics to pitch to the visitors. Startup Tuesday is a collaboration between The Hague Tech, Impact City, The Hague Humanity Hub, Apollo 14, and World Startup Factory

Join the AI/Blockchain Validation Lab!

8.aQysta 

The CleanTech startup operates in 19 countries worldwide already, but now they have broken new ground with their brand new HyPump. This second-generation hydro-powered irrigation-pump is stationary and specially designed for large volumes of irrigation. Furthermore, HyPump in Lliria (Spain) is estimated to pump 6 liters of water per second. So that comes to 500m3 per day up to the height of 35 meters or to a distance of 3.5 km, all without any fuel or electricity.

9.Nowi & VSParticle 

INSEAD Summer Start-Up Tour (‘SSUP!) is a discovery tour of the top entrepreneurial hot-spots around Europe and Asia. They interview entrepreneurs, angels, and VCs – and on their stop in the Netherlands they, of course, visited YES!Delft.  Therefore, our startup trainer Ruben Kranendonk took them on a tour of our incubator, and introduced them to Nowi and VSParticle, who for them exemplify inspired (deep) tech solutions at YES!Delft. 

 

10.VSParticle 

More good news from the NanoTech startup! They welcomed the EU Science, research and Innovation in Petten as a new customer. Therefore, the new customer will use VSParticle’s equipment to study the behavior of nanoparticles under ion and neutron bombardment, in view of radioisotope production studies. 

 

Join the ComplexTech Validation Lab!

Summer is not slowing YES!Delft startups, what about yours? Tip our PR Coordinator Nan de Bruin on nan@yesdelft.nl for the next top 10 tech startup success stories.

Get weekly updates of YES!Delft startups and incubator news

Get in touch