Brainfish has secured USD $6.4 million in pre-Series A funding led by Prosus Ventures, with plans to establish its headquarters in the United States and extend its AI-powered customer experience technology to new international markets.
The funding round also saw continued support from existing investors, including Peak XV's Surge and Macdoch Ventures. This latest investment increases Brainfish's total funding to USD $10 million.
Expansion and strategy
Originally established in Australia, Brainfish is focusing on building a U.S.-based team as it pursues expansion in the United States and accelerates go-to-market initiatives globally. The capital from the pre-Series A round will be used to expand Brainfish's engineering resources, quicken product development, and deploy its AI and machine-learning solutions across an expanding list of enterprise customers worldwide.
Describing the company's vision, Daniel Kimber, Chief Executive Officer and co-founder of Brainfish, stated, "Customer support isn't broken-it's outdated. It waits for problems and tickets, when support should be seamlessly embedded inside the product. That's why we built Brainfish. Our ambient AI agents, fused with computer vision, don't wait for problems. They watch how people actually use a product, understand where they struggle, and deliver the right answer before they even ask. This funding fuels our next chapter: scaling globally, establishing and growing our U.S. presence, and making invisible, intelligent support the new standard for digital products."
Backing and market opportunity
The investment comes as demand increases for AI-powered tools that rethink digital customer support, with Brainfish aiming to address a USD $22.6 billion segment within the USD $350 billion global customer experience market. The technology is targeted at both established enterprises and growing SMEs seeking to automate and enhance their user engagement.
"Brainfish is redefining what modern customer support can look like - intelligent, instant, and deeply aligned with how users actually engage with digital products," said Sachin Bhanot, Head of SEA & ANZ Investments at Prosus Ventures. "As more businesses, especially SMEs, turn to AI to deliver better customer experience at scale, Brainfish stands out as a category-defining solution. Their ability to combine real-time support with deep behavioral insights is a game-changer, and we're excited to back their next phase of growth as they expand into the U.S. market."
Technical deployment and customer impact
Brainfish combines generative AI with computer vision to provide proactive, contextual user support that engages as soon as a customer encounters a challenge. Early adopters of the platform have reported faster responses, with sub-second support times, a 70% to 90% reduction in the number of customer service tickets, and quicker issue resolution - all within the digital products themselves.
Kimber commented on the technical foundation of Brainfish's offering. "We collaborated with NVIDIA to build a vision pipeline that continuously learns from real user behavior. By running on cutting-edge AI infrastructure, our system delivers real-time, personalized support that evolves with every product update - helping customers get answers faster and reducing friction at every step."
Since launching in 2023, Brainfish reports that it now serves over 5 million users worldwide. Its customer base includes startups such as Relevance AI, as well as publicly listed firms like Mad Paws. The company states that initial users have achieved improvements in customer satisfaction of between 30% and 40%, and experienced a reduction in time-to-value from months to days. Its active user base encompasses customers in Australia, Asia, the United Kingdom, and the United States, with year-over-year growth of 400% cited by the company.
Looking ahead
Brainfish aims to increase adoption of autonomous, AI-powered customer experience solutions and solidify its presence in the United States following the funding round. The new headquarters and expanded team are designed to support the continued development and delivery of the company's platform to enterprise customers and technology vendors worldwide.
