Wise.io
company on 2 shows · 8 statements across 2 episodes · said 6 times in 3 episodes since 2015
the MAD Podcast 5 
the a16z Podcast 1
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8 statements about Wise.io, every show
Josh Bloom: Real-time astronomy ML know-how directly transfers to enterprise problems
“The actual insight that we wind up sort of learning how to do with astronomy data in real time on noisy streaming data is exactly that sort of same know-how that we wind up applying to more of these conventional problems.”
Wise.io chose customer success as its first target for ML automation
“In an industry, the place where we wound up landing is in customer success.”
Wise.io serves millions of monthly predictions across dozens of customers
“And we're at the millions of predictions level a month over dozens of customers now”
Wise.io chose managed cloud services over building infrastructure in-house
“So we made, as a young startup, the decision that if there was a managed service around what we needed to do to get something into production, and we're at the millions of predictions level a month over dozens of customers now, we were just going to, we were j…”
Bloom: 95% of production machine learning code is just glue code
“Algorithms are important, but 95% of all machine learning code in production is actually just glue code. It's connecting all of these different pieces together.”
Wise.io uses agent acceptance and rejection of suggestions as model feedback
“What we do in Wise is we give, essentially, the agents the ability to take our suggestions for how to answer a support ticket, and if they don't, then that becomes feedback for us, and if they do, that also becomes feedback.”
Bloom: Support headcount still scales linearly with incoming ticket volume
“Support is still that last sort of place where you wind up having to scale the total number of people in your support system and support operations by the number of incoming tickets.”
Wise.io's ML automatically resolves 5% to 20% of support tickets
“Over time, the system becomes so confident in some fraction of the answers, Five to 10 to 20%. It can basically just answer them without any humans on our client side actually looking at it, and those tickets get solved and people are satisfied.”