AI resolution engine for complex customer service workflows
By 2029, 80% of common customer support problems will be autonomously resolved by AI systems, reducing operating costs by 30%.
(Gartner)
Mid-market* is struggling with human-dependent resolution
In manufacturing, critical knowledge is locked in a few senior technicians, creating bottlenecks and constant escalation.
Backoffice are overwhelmed by repetitive, low-value requests, leading to poor service quality.
Legacy tools route problems, they don't solve them.
Enterprise solutions are not designed for low-digitized mid-market.
70%
of problems are not captured by traditional communication processes
*50-500 employees, 10M-200M€ annual revenues
Customer service has reached a breaking point
AI maturity
AI voice agents have recently reached production-grade reliability, enabling real-time, natural language interactions
Operational bottlenecks
Critical knowledge remains tacit, fragmented and concentrated in a few experienced operators, making resolution inconsistent and slow
Legacy systems are saturated
Too rigid, with high technical debt and long onboarding cycles, struggling to evolve toward autonomous resolution.
The AI market in customer service
Global customer service*
(2030)
CAGR**
Yearly SAM. Mid-market and Manufacturing across Europe***
< 0.05% of SAM ARR
Within 3 years (120 clients)
*software + human costs. Sources: ResearchNester, Consegic Business Trends
** European AI-driven customer service market is 2024-2032. Source: Fortune Business Insights, 2024 (https://www.fortunebusinessinsights.com/europe-contact-center-as-a-service-ccaas-market-104283)
**Labor cost of internal customer service teams across 65,000 mid-market manufacturing companies in the EU (50-500 employees), plus inbound BPO outsourcing. Source: Eurostat SBS 2023; Business Market Insights. CCaaS/helpdesk software excluded: Helia integrates with existing PBX infrastructure, not replaces it. TAM filtered for companies with a structured CS function (85%), share of inbound interactions automatable by AI (65%), and inbound-only BPO (50%). Source: McKinsey/Gartner automation benchmarks applied to Eurostat labor cost data.
Helia augments customer service by resolving requests and continuously building company-specific knowledge
Answers
24/7 request handling across different channels (voice, mail, messages).
Understands
Intelligent triage based on company-specific continuously evolving knowledge graph.
Resolves autonomously
Searches throughout the knowledge to solve issues without human intervention.
Escalates when it matters
Transfers to a human operator fostering the human-in-the-loop paradigm
Accumulates knowledge
Interactions expand the knowledge base, making Helia increasingly effective over time.
Sounds good?
Environmental report
Voice change + after-sales support
Helia creates a proprietary, continuously improving knowledge layer for each customer
No pre-defined workflows
Captures tacit knowledge directly from real interactions
Data Flywheel
Learns and improves with every resolved case.
Integration
Adapts to legacy environments without requiring system changes
Higher resolution rate
Reduced need for human intervention
Growing dependency on Helia's knowledge layer
Competitive analysis
● full · ◐ partial · ○ not covered. Comparison based on public features (June 2026).
Concrete validation from real customers
Strong early validation with paying customers from day one: no pilots, no free trials.
Hundreds of real customer interactions already handled autonomously.
The channel model is validated through early references and partnerships
SIGNED
7 paying customers
35k€ setup fees | 28k€ ARR
UNDER NEGOTIATION
21 opportunities (leads) + 3 partnerships (reseller): >150k€
Commercial partner
Reseller
Usage/domain-based pricing aligned with value creation
Customers start with a single domain and expand over time across additional functions and use cases. This drives natural ACV expansion.
Entry point
Setup fee + SaaS subscription. Single domain, rapid onboarding, fixed bundle of interactions included.
Scale w/ usage
Pricing scales with usage volume and communication channels (email, IM, videocall)
Expansion across domains
Organic growth to other operational domains (IT support, QC), and premium features (outbound, custom integrations)
Plans
One product, two adoption modes. Same platform, different onboarding experience.
Self-Service
For those who want to get started fast.
- Standardized onboarding in 2–4 weeks
- Streamlined setup on channel templates (PBX, CRM)
- Reactive customer success + knowledge base
- Ideal for mid-market 50–500 employees
Enterprise
For those with custom integrations and processes.
- Forward-deployed engineer dedicated to the project
- Custom integrations (ERP, internal management systems, complex workflows)
- Dedicated Customer Success Manager post go-live
- Ideal for organizations with complex processes or vertical flagship
Founding Team & Cap Table
Marco Vita
COO
Marco Pinelli
CTO
Andrea Mordenti
CEO
Luca Torresan
Heaf of Product
Leonardo Carboni
AI R&D
€1M
Capital allocation
40% Customer acquisition & go-to-market
30% Operations & Customer success
30% Product Enhancement
Milestones (18 months)
- 100k+ handled requests
- 120+ active clients
- Team growth (4x SDR/BDR, 2x Account Executive, 2x Customer Success Manager, 2x AI Engineer/Full Stack Developer)
- Partnerships (5x resellers, 2x CRM/telephony system integrators)
- Integration with any major helpdesk suite and telephony partners
- Development of Helia proprietary AI model suite
- PoC on other verticals for expansion (public administration, life sciences, financial services..)
- Ready for Series A round in 2028
€18k
monthly burn rate (pre-seed)
Expected: €40k
monthly burn rate (post-funding)
6 months
Net runway (pre-seed)
Helia