How one startup is using AI to improve customer service

Maven AGI, a startup founded in 2023 by Jonathan Corbin, Sami Shalabi, and Eugene Mann, uses AI agents built on Microsoft Azure to resolve customer issues end-to-end across chat, voice, email, and SMS, aiming to improve customer satisfaction and operational efficiency. The company, supported by Microsoft for Startups, reports measurable results in customer support, with CEO Jonathan Corbin emphasizing that AI should resolve requests fully within existing systems rather than just deflect tickets.

Customer expectations have never been higher. Organizations are expected to deliver fast, personalized support across the entire customer journey while managing growing ticket volumes, rising costs of retention, and increasingly complex customer and prospect needs. Many AI-powered support tools focus on deflecting tickets or routing customers elsewhere. Maven AGI is taking a different approach. The company helps organizations resolve customer issues end-to-end through AI agents that work across chat, voice, email, SMS, and the systems support teams already use every day. The moment a customer asks for help is often the moment they decide whether to upgrade, expand, or leave, Maven’s agents take action to support the entire customer lifecycle. With support from Microsoft for Startups https://www.microsoft.com/en-us/startups?wt.mc id=maven signup blog mfsmktg , Maven has built its platform on Microsoft Azure https://azure.microsoft.com/en-us and is using AI to help enterprises improve customer satisfaction, increase operational efficiency, and give agents the right instructions for the exact moment in front of it. The same agent that resolves a support question can also move a customer or prospect forward on their journey. The bar for enterprise AI isn’t whether it can hold a conversation. It’s whether it can resolve the request end to end, inside the systems a company already runs. Microsoft for Startups helped us build toward that from day one, and it’s now working at enterprise scale. Jonathan Corbin, CEO, Maven AGI Building AI agents that resolve customer issues For decades, customer support teams have faced the same challenge: balancing efficiency with customer experience. As support volumes grow, many organizations are forced to choose between hiring additional agents, extending wait times, or implementing automation that often frustrates customers by creating more work rather than solving problems. Maven https://www.mavenagi.com/product/agent-maven was built around a different belief: AI should do more than answer questions or route tickets. It should resolve customer issues from start to finish, and supporting the full customer journey across an organization. Maven was founded in 2023 by Jonathan Corbin, Sami Shalabi, and Eugene Mann. Corbin spent more than two decades building and scaling customer-facing organizations, most recently as Global VP of Customer Success and Strategy at HubSpot, with earlier roles at Adobe, Marketo, and Sprinklr. When he saw GPT-4 for the first time, he realized the constraints that had defined customer experience for years were suddenly gone. The three founders spent a weekend in a room with no slides, just product thinking, and came away convinced the technology had finally caught up to a problem they had all lived inside for years: fragmented customer journeys and support agents juggling seven to nine disconnected systems to answer a single question, producing slow, inaccurate responses that eroded customer trust at the moment it mattered most. Today, Maven’s AI agents help organizations automate customer interactions across chat, voice, email, and SMS while integrating directly into existing support, sales, and marketing workflows. Rather than acting as a gatekeeper between customers and support teams, Maven is designed to help organizations deliver real resolutions at scale. For years, the conversation was about deflection rates and ticket volume. That’s the wrong frame. The question businesses should be asking is: did the customer actually get what they needed, and did it happen fast enough that they didn’t feel it? We’re finally at a point where AI can reason through complexity, take action across systems, and deliver a real outcome. This drives customer retention, sales, nurture campaigns, the paths in front of us are growing daily. Jonathan Corbin, CEO, Maven Delivering measurable customer support results Maven’s approach is already delivering measurable business outcomes across a growing customer base. Legal software provider Clio uses Maven to automate customer support interactions while maintaining a high-quality customer experience. Today, the company resolves 80% of chat inquiries autonomously and handles live support interactions four times faster.1 Similar results are emerging across Maven’s customer base. Mastermind answers 93% of live chat questions autonomously while reducing response times by 75%.1 ClickUp reported a 25% increase in representative solves per hour within the first week of deployment.1 Exclaimer reduced ticket volume by 18% while saving more than 10 hours of work each week.1 Customer satisfaction improvements have been equally impressive. Thumbtack measured customer satisfaction scores more than 15% higher https://www.mavenagi.com/customer-stories/thumbtack than every vendor it evaluated during a six-month review involving more than 50 competing solutions.2 Meanwhile, Rho maintained a 95% customer satisfaction score while handling 12% more monthly customer contacts without adding headcount.1 These results reinforce Maven’s core philosophy: AI should help organizations solve customer problems, not simply move them elsewhere. Building secure enterprise AI on Microsoft Azure Behind these results is a secure and scalable foundation built on Microsoft Azure. Maven hosts customer service data within Azure data centers and uses AES-256 encryption at rest to help protect customer information. The company also uses Azure Language https://azure.microsoft.com/en-us/products/ai-foundry/tools/language for personally identifiable information PII detection, helping ensure sensitive data is identified and removed before information is sent to external AI models. This approach allows Maven to bring advanced AI capabilities to enterprise teams while maintaining the security and compliance standards organizations expect. The platform also integrates with Microsoft Teams https://www.microsoft.com/en-us/microsoft-teams/group-chat-software , empowering teams to collaborate and manage workflows within tools they already use. In enterprise, accuracy isn’t a nice-to-have, it’s a trust requirement. Getting an answer wrong at scale in a customer interaction can do real damage to a brand. That’s why we built a proprietary evaluation framework from day one to continuously measure whether a response was actually right, on-brand, and as good as what a human would have done. Founders who treat accuracy and safety as a product feature, not a constraint, will win enterprise deals others can’t close. Jonathan Corbin, CEO, Maven Through Azure, Maven has been able to build a platform that balances innovation, security, and scalability as customer adoption continues to grow. Supporting customers across chat, voice, email, and SMS The customer journey no longer happens in a single channel. Organizations today communicate with customers across chat, voice, email, SMS, help desks, and messaging platforms while maintaining consistent experiences throughout the customer journey. Maven’s AI agents are designed to operate across channels, providing organizations with a unified approach to customer support regardless of how customers choose to engage. Today, the company has voice agents operating in production environments across consumer, healthcare, telecommunications, and public sector organizations. These capabilities allow customers to extend AI-powered support beyond traditional chat experiences and into real-world customer service workflows. One of Maven’s key differentiators is its ability to operate across multiple communication channels while integrating directly into existing enterprise systems, helping organizations modernize support without requiring disruptive migrations. Building trust with AI security and compliance As organizations expand their use of AI, trust remains a critical consideration. Maven has invested heavily in security, compliance, and responsible AI practices, including ISO 42001 certification for AI management systems. These investments help organizations adopt AI while maintaining the governance and trust standards enterprise customers expect. For enterprises evaluating AI solutions, these safeguards help ensure innovation can move forward without compromising security, privacy, or compliance obligations. Scaling AI-powered customer support AI is rapidly reshaping how organizations think about customer journeys. Rather than forcing companies to choose between efficiency and customer experience, AI agents can help organizations achieve both. Organizations can deliver faster service, maintain high customer satisfaction, and scale operations without proportionally increasing support costs. Maven continues to expand its capabilities across voice, chat, email, SMS, and types of workflows while helping organizations deploy AI on top of the systems they already use. Customer support was always the wedge, not the destination. We’re expanding into the full customer journey, moving beyond reactive support into proactive, connected experiences across sales, marketing, and operations. Enterprises have been sold too many point tools, and the fragmentation is catching up to them. The companies that win over the next few years are the ones that become the operating layer, the intelligence that sits across all of it. That’s exactly what we’re building. Jonathan Corbin, CEO, Maven Looking ahead, Maven remains focused on helping organizations move beyond ticket deflection and toward faster, more effective issue resolution. Maven is moving their agents onto the next step in the agentic AI journey, pushing the customer relationship forward. Build the next big thing with Microsoft for Startups Maven is one example of how startups are using Azure and AI to transform enterprise customer support. Whether you’re building AI agents, enterprise software, or the next breakthrough technology, Microsoft for Startups provides access to Startup credits, technical guidance, AI tools, and go-to-market resources designed to help founders grow faster. Get started with Microsoft for Startups today. Access your startups benefits today Microsoft for Startups helps founders build fast, scale smart, and sell more. Apply today to unlock up to $150,000 in Startup credits to start building immediately. 1 Reported by Maven AGI based on a customer case study. 2 Why Thumbtack Chose Maven AGI: A Q&A on Investing in Agent-Based CX https://www.mavenagi.com/customer-stories/thumbtack