Tymely

About Tymely

Tymely operates as a specialized artificial intelligence-driven contact center, focusing on delivering automated customer support solutions for the e-commerce sector. The company was established in November 2021 by co-founders Ohad Rozen (CEO) and Roy Penn (CTO), both of whom have prior experience in successful startups. Rozen was previously the CEO of Toonimo, a venture that improved online user experiences, while Penn served as the VP of Engineering at Amenity Analytics. Rozen also holds a Ph.D. candidacy in Natural Language Processing (NLP) and AI, with a background as an NLP research scientist at Amazon and Yahoo, which directly informs Tymely's core technology.

The firm's business model is centered on providing a turnkey, AI-based outsourced contact center for e-commerce brands through text channels like email and chat. Its revenue is generated on a per-ticket basis for fully resolved customer issues, a model that underscores the company's confidence in its resolution accuracy. In September 2022, Tymely secured $7 million in a Series A funding round led by Hetz Ventures and D.E. Shaw Group's venture studio, DESCOvery, to enhance its Natural Language Understanding (NLU) technology and expand its sales efforts.

Tymely's core service is a guided AI agent that handles complex customer service inquiries from start to finish. The platform uses Generative AI to manage tasks such as partial order exchanges, shipping address changes, refunds, and applying coupons. A key feature is its hybrid "AI-human" approach, where every AI-generated response is verified in real-time by human experts before being sent to the customer. This process aims to achieve a 99.5% accuracy rate, combining the speed of AI with the nuance of human oversight, making the interactions often indistinguishable from those with top-tier human agents. The service integrates with major e-commerce and customer service platforms like Shopify, Salesforce, Zendesk, and Magento, and complies with security standards such as SoC2, ISO27001, and GDPR.