Waypoint AI secures €2.7 million to automate software support and engineering escalation

Czech Startup Waypoint AI Secures €2.7 Million to Launch AI-Powered Support Engineer

Waypoint AI, a Prague-based startup focused on AI-driven customer support engineering, has raised €2.7 million in a pre-Seed funding round. The investment will help expand its engineering team and scale its platform. Leading the round were 42Cap and Dreamcraft Ventures, with additional backing from Berkeley SkyDeck Fund, Lumiere AI Ventures, and others.

Waypoint AI’s core product tackles a common challenge for customer support teams: managing escalations and resolving product defects efficiently. By automating triage, investigation, and resolution processes, the platform aims to alleviate the burden on engineering resources that typically grow with software scale.

How Waypoint AI Supports Customer Support Teams

The startup’s AI Customer Support Engineer combines large language models (LLMs) with a proprietary Escalation Intelligence Knowledge Graph (EIKG). This knowledge graph connects insights from diverse sources such as documentation, chat threads, support tickets, engineering comments, commit notes, and internal tools.

• Automates intake, triage, and escalation report generation for support teams
• Assists engineers with investigation and resolution of issues
• Produces detailed timelines and postmortem reports for incident management

Customers including Kpler and Clickhouse have reported cutting their mean time to resolution (MTTR) by half within weeks of deploying Waypoint AI. This improvement frees up engineers from reactive issue triaging, allowing them to focus on higher-value work.

Integration and Impact

The platform integrates with existing support, engineering, and chat systems to proactively engage on new escalations. This seamless embedding reduces friction and enables faster response times across teams.

According to Steve Boogar, CEO of Waypoint AI, “As organisations grow, software maintenance consumes more engineering capacity. Intelligent escalation automation helps leaders reclaim critical support resources while boosting customer satisfaction.”

Thomas Wilke, General Partner at 42CAP, emphasized the startup’s potential: “Waypoint AI is addressing one of the most costly cross-department challenges in software companies by building an intelligent automation platform that improves operational efficiency.”

What This Means for Customer Support Professionals

For customer support teams, Waypoint AI offers a practical solution to streamline escalation workflows and reduce manual overhead. Using AI to automate routine triage and generate actionable insights can improve response times and support quality.

Support teams interested in AI tools to optimize their workflows may also find value in exploring relevant courses and training. For example, Complete AI Training offers resources tailored to customer support roles looking to implement AI-driven solutions.

With this new funding, Waypoint AI plans to grow its engineering capabilities and enhance its platform to meet growing customer demand.