o11

Companies with self-serve B2C or B2B products have many users but no way to give each one the attention a flagship client would get. Users hit friction, like a failed PDF export or a stuck onboarding step, and either struggle silently, churn, or require a support team to manually watch sessions and write individual messages. Giving every user that level of personal account management is not feasible through manual staffing. The text frames this as the core gap: 'the care of a flagship B2B client, without the staffing cost or manual work of managing every conversation.'

o11 watches session replays and reads conversations with a company's AI product to understand what each user was trying to do and where they got stuck. It then initiates personal outreach over iMessage or email, answers replies, and follows the conversation through to resolution, including sending a follow-up when a changelog confirms a fix. Companies can create an AI persona for o11 by connecting Gmail and rating sample messages so outreach matches their tone and phrasing. The product also aggregates session evidence and customer replies into a dashboard of insights, and includes a human handoff option plus SOC 2 certified controls, encryption at rest and in transit, workspace-level access, and a no shared-model-training policy for customer data.