We are reimagining customer support with AI. Ironically, to make it more human.

Hi. I'm Brian, Founder of VerticalAI. If you are reading this then it means you are considering using our product. So I thought I would tell you a little about why I founded it and why it means a lot to me.

I got my first job at fourteen, behind the counter of a local butcher. On one of my first days the owner told me something I have never forgotten. No matter what I went on to do, he said, customer service would be a huge part of it. He was right, and I have carried that lesson into every company I have built since.

I went on to become CTO of Bamboo, a savings and investing app, through to its acquisition. We helped people find joy in long term investing. Alongside the engineering I ran our support from launch to acquisition. Every support ticket. When an issue came in I fixed it. When a customer asked for something - I prioritised it. It gave me a "pulse" on the business. But it did tire me out.

As I visit other businesses I realise it has tired them out just as much if not more. The same repetitive questions, over and over, until the work wears them down. By the time a customer arrives with a problem that genuinely needs a person, there is little energy left to give it. That is the part I care about fixing. Good support should leave room for deep connection with a customer and let you lean into those conversations without worrying that someone else might be trying to call through.

With AI we can finally rethink the shape of it. An agent carries the repetitive load and answers the routine questions at any hour, then hands over cleanly when something needs judgement or care. The people stay, freed up for the work only people can do. That is what we are building at VerticalAI, and it is why I am here.

If you have thoughts, questions, or just want to connect, feel free to email me directly at brian@verticalai.com. I'd love to hear from you.

Perth, Western Australia