Customer support as we know it is fundamentally reactive. Users get stuck because of an unclear product flow or out of date help docs, submit tickets, wait for responses, and hope someone understands the context of their problem. Meanwhile, support teams spend their days answering the same questions over and over, never getting ahead of the real problems.
Product teams face an even more frustrating challenge: sometimes they're building in the dark. By the time feedback reaches them through support tickets or user surveys, customers are already confused or churning. They ship features that users can't find or don't know how to use. They maintain help documentation that's constantly outdated because every product update requires manual content revisions across multiple systems.
Worse, product teams often don't see the connection between their design decisions and support volume. A confusing onboarding flow becomes dozens of "how do I get started" tickets. An unclear feature interface generates endless questions about functionality that should be intuitive. A product update that changes the UI invalidates hours of carefully crafted documentation.
Just like their Support counterparts, Product teams are constantly reacting to problems instead of preventing them, and they're missing the real-time insights they need to build products that actually work for users.
We built Brainfish because we know there's a better way.
What We're Actually Building Instead of waiting for users to get frustrated and reach out for help, our ambient AI observes how people actually use your product. Brainfish understands where users typically struggle, spot patterns across thousands of interactions, and deliver the right guidance at exactly the right moment. Plus, Brainfish ensures you never have to write product docs again. We can detect a change in the product and automatically update or create help documentation for your users.
Think of it like having your best support expert embedded directly in your product, available 24/7, learning from every user interaction to get better at helping the next person.
The Problem We're Solving If you're a CX leader, you know this pain intimately. Your team is constantly playing catch-up, answering questions that could have been prevented with better guidance. Your help documentation is always out of date. And despite your best efforts, users still get stuck on the same things over and over.
Product teams face their own version of this challenge. You ship features that users don't discover or don't know how to use effectively. You get feedback through support tickets and surveys, but by then, users are already frustrated. You're building in the dark, without real visibility into how people actually experience your product.
What Success Looks Like Our customers are seeing some pretty remarkable results:
Smokeball reduced their support tickets by 92% while actually improving customer satisfactionSupport teams are shifting from reactive firefighting to proactive problem-solving Product teams are getting real-time insights into user behavior instead of waiting for lagging indicatorsUsers are getting faster support and they're getting a product experience that feels naturally intuitive, where help appears exactly when they need it, without breaking their flow.
Why This Funding Matters This $6.4M USD round led by Prosus Ventures isn't just about growing our team (though we're definitely hiring). It's about proving that there's a better way to think about customer support entirely.
"Customer support isn't broken – it's outdated," says our CEO, Daniel Kimber. "It waits for problems and tickets, when support should be seamlessly embedded inside the product."
We're creating AI agents that understand your product context, learn from real user behavior, and prevent problems before they happen. We're not just building another chatbot or help desk tool.
U.S. Expansion We've now established a U.S. headquarters in San Francisco (for Allie Justin
Our (growing) U.S. team. What's Next We're using this funding to:
Scale our engineering team to handle the growing demand from companies who want to transform their customer experienceExpand our U.S. presence to better serve the market where we're seeing incredible tractionAccelerate product development to make our ambient AI even more sophisticated and helpfulThe Bigger Picture Our (also growing!) Australian team. We're part of a shift that's happening across the industry. Companies are realizing that customer experience isn't only about handling problems faster (although that is important). It's also about creating products that don't create problems in the first place.
The best support interaction is the one that never needs to happen because the user naturally succeeds on their own.
For CX leaders, this means moving from reactive support to proactive prevention. For product teams, it means having real visibility into user behavior so you can build experiences that actually work.
Want to Learn More? If you're a CX or product leader dealing with these challenges, we'd love to show you how ambient AI can transform your user experience. The companies using Brainfish are reducing support tickets and customer effort, and creating products that feel naturally easier to use.
Book a demo to see how it works, or reach out if you want to chat about ambient AI.
Read the full press release here.
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