Servicefriend

Messaging and Customer Service Hybrid Artificial Intelligence

Business Software

Acquired (Inactive) by Meta on Sep 2019 - closed due to acquisition

Company Overview

Snapshot

Founded in March 2015 by Shahar Ben Ami and Ido Arad, Servicefriend operates with 1–10 employees. The company was acquired by Meta in September 2019, marking a significant exit in the AI customer service space.

Business overview

Servicefriend specializes in developing scalable customer service bots that leverage hybrid interactive text-response technology supported by artificial intelligence. Its core technology integrates human assistance into the bot's workflow, ensuring a natural and conversational experience for users while maintaining scalability. The company serves enterprises, providing solutions that include built-in identification and verification processes, and connectors for common CRM and user management systems. Servicefriend operates within the Business Software sector, focusing on AI-driven customer service and marketing solutions.

Strategic signal

In September 2019, Servicefriend was acquired by Meta (formerly Facebook) to support customer service for Calibra. This acquisition highlights the growing importance of hybrid AI chatbot technology in large-scale customer support operations and validates Servicefriend's innovative approach to combining AI with human oversight for enhanced customer experience.

Company Intelligence Q&A

When was Servicefriend acquired?: Servicefriend was acquired by Meta in September 2019.
Who founded Servicefriend?: Servicefriend was founded by Shahar Ben Ami and Ido Arad.
What recognition did Servicefriend receive in 2017?: In June 2017, Servicefriend was designated as a Gartner Cool Vendor in CRM Customer Service and Support.
What was Servicefriend's involvement with Google RCS Messaging Platform?: In August 2018, Servicefriend participated in a joint expansion of the Google RCS Messaging Platform, as featured at the Mobile World Congress (MWC).
What type of technology does Servicefriend develop?: Servicefriend develops scalable customer service bots using hybrid interactive text-response technology supported by artificial intelligence.

External links

Servicefriend — full profile (machine-readable)

Servicefriend has developed a scalable customer service bot that uses hybrid interactive text-response technology supported by artificial intelligence. Servicefriend's hybrid architecture allows humans to quickly assist the bot in situations that it doesn't yet know how to handle. Humans are tightly integrated into the process flow, and the user does not know which messages are generated with human assistance. The result is a natural, conversational experience. In some cases, the bot's persona outperforms live agents in terms of customer satisfaction by over 20%. Servicefriend's Hybrid Bot Architecture offers the scalability of a bot with the intelligence, comprehension, and empathy of a human. With Servicefriend, the bot is always the front-end, and every conversation receives the same branded, consistent, and cohesive experience. Servicefriend contains a built-in identification and verification process, a built-in connector for common CRM systems, and a built-in connector for common user management systems (LDAP/Kerberos). Servicefriend was named a cool vendor in "Cool Vendors in CRM Customer Service and Support, 2017" by the Gartner Research Group.

Facts
Name	Servicefriend
One-liner	Messaging and Customer Service Hybrid Artificial Intelligence
Type	Startup
Primary sector	Business Software
Founded	2015
Employees	1-10
Employees (exact)	0
HQ / location	Bnei Brak, Bar Kochva Street 21, Bnei Brak, Israel, Center District
Product stage	Released
LinkedIn	https://www.linkedin.com/company/10045449
Crunchbase	servicefriend
IL Registrar	515206373

Facts

Name

Servicefriend

One-liner

Messaging and Customer Service Hybrid Artificial Intelligence

Type

Startup

Primary sector

Business Software

Founded

2015

Employees

1-10

Employees (exact)

HQ / location

Bnei Brak, Bar Kochva Street 21, Bnei Brak, Israel, Center District

Product stage

Released

https://www.linkedin.com/company/10045449

Crunchbase

servicefriend

IL Registrar

515206373

Classification
Sectors	Business Software, Sales & Marketing Solutions, e-Commerce Tools
Core technology	Artificial Intelligence, Chatbots
Target customers	Enterprise & Professional Services, Enterprises
Business models	B2B
Tags	customer-retention, mobile-applications, social-commerce, marketing, enterprise-solutions, customer-service, crm, messaging, hybrid-cloud, enterprises

Classification

Sectors

Business Software, Sales & Marketing Solutions, e-Commerce Tools

Core technology

Artificial Intelligence, Chatbots

Target customers

Enterprise & Professional Services, Enterprises

Business models

B2B

Name	Role	Founder
Shahar Ben Ami	Co-founder & CEO	yes
Ido Arad	Co-founder & CMO	yes
David Saidon	VP R&D

Date	Source	Summary
Apr 1, 2021	en.globes.co.il	Facebook sued for alleged fraud in buying Israeli startup
Sep 21, 2019	techcrunch.com	Facebook has acquired Servicefriend, which builds 'hybrid' chatbots, for Calibra customer service
Aug 8, 2018	www.prnewswire.com	As Featured at the MWC, Servicefriend is Participating in a Joint Expansion of the Google RCS Messaging Platform
Jun 6, 2017	www.prnewswire.com	Servicefriend Designated as a Gartner 2017 Cool Vendor in CRM Customer Service and Support

Servicefriend

Company Overview

Snapshot

Business overview

Strategic signal

Company Intelligence Q&A

External links

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