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Mountain View, California, United States
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Articles by Fang
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From Chatbots To Digital Workers: How Customer Experience AI Is Evolving
From Chatbots To Digital Workers: How Customer Experience AI Is Evolving
Despite being a fairly new technology, customer experience (CX) AI is evolving rapidly to keep pace with shifting…
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Top Ten Use Cases For AI Chatbots in Your e-Commerce Automation StrategyOct 19, 2022
Top Ten Use Cases For AI Chatbots in Your e-Commerce Automation Strategy
Learn the Top Ten Use Cases For AI Chatbots in Your e-Commerce Automation Strategy It’s fair to remember the days of…
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Best Practices for Customer Engagement at Every TouchpointMay 9, 2019
Best Practices for Customer Engagement at Every Touchpoint
Crafting an experience that will keep customers coming back makes business sense. The cost of replacing a lost customer…
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1 Comment -
How the New Silo-Less Organization is Creating a CX EvolutionMay 2, 2019
How the New Silo-Less Organization is Creating a CX Evolution
The customer experience (CX) doesn’t start when the customer arrives. Internal processes, methods, and data are the…
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1 Comment -
How the New Silo-Less Organization is Creating a CX EvolutionApr 30, 2019
How the New Silo-Less Organization is Creating a CX Evolution
The customer experience (CX) doesn’t start when the customer arrives. Internal processes, methods, and data are the…
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The four-part plan for 'hiring' the perfect AI customer service agentMar 27, 2019
The four-part plan for 'hiring' the perfect AI customer service agent
The interview with a customer service applicant is underway. After looking at skills and background, it's time to…
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The New Strategy for Lifetime Loyalty: Balancing 'Products' and 'Services'Mar 13, 2019
The New Strategy for Lifetime Loyalty: Balancing 'Products' and 'Services'
Article originally posted on Entrepreneur Take a page from these successful brands and balance products and services to…
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The Customer Care Bar Has Never Been Higher, so Brands Must Automate to Keep UpOct 18, 2018
The Customer Care Bar Has Never Been Higher, so Brands Must Automate to Keep Up
Article originally posted on readwrite. Product and price have been the foundational differentiators in retail for…
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Chatbot success 101: Why a single customer view is a mustMay 17, 2017
Chatbot success 101: Why a single customer view is a must
By Fang Cheng, CEO, Linc Global It’s not easy to give customers what they want in places and mediums that are most…
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How To Avoid A #ChatbotFailMar 31, 2017
How To Avoid A #ChatbotFail
While brands have scrambled to launch Facebook Messenger chatbots since the social media behemoth opened up the channel…
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Activity
10K followers
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Fang Cheng shared this#Transform2026 Takeaway #1: AI is redesigning the architecture of work. 🤖✨ Spending this week at #Transform2026 has made one thing clear: for the modern CHRO, AI isn't just a tool—it's the new foundational layer for how we hire, support, and care for our people. Here are the 5 shifts that are moving the needle: 1️⃣ Agentic AI is the New Standard: We’re moving past simple chatbots. "AI Colleagues" are now autonomously managing complex HR workflows, shifting the function from administrative support to strategic transformation. 2️⃣ Skills > Headcount: Leadership is pivoting to skill-based mobility. AI is finally providing the engine to map those skills across global teams, turning HR into a high-integrity data powerhouse. 3️⃣ Proactive vs. Reactive Benefits: In the benefits/fintech space, we’re seeing AI coach employees "in the flow of work." No more roadblocks with HSA/FSA claims or Letters of Medical Necessity (LMN)—AI ensures clarity before the claim is even filed. 4️⃣ Closing the Compliance Gap: "Agentic AI" is tackling the heavy lifting of data-heavy payroll and benefit validations. We can finally scale without compromising accuracy or security. 5️⃣ "Make America AI Ready": Hearing the U.S. Department of Labor emphasize this was a powerful moment. When the government moves from "caution" to "catalyst," you know the stakes have changed. We aren't just adopting tech; we’re participating in a national shift toward an AI-ready workforce. The goal isn't just to make HR faster—it's to make it more human by automating the complexity. It’s an incredible time to be building at this intersection. 🚀 #Transform2026 #FutureOfWork #AIinHR #WorkplaceBenefits #HRTech #Fintech #MakeAmericaAIReady Taylor Stockton, Archie Ford,MBA,PMP, Adam Treitler, Brandon Sammut, Anjana Sivakumar Joe Militello Amanda Scott Adem Tahiri Adam Reidel Diane Gherson Chad Thompson Anh N. Cerys Cook William Ingham Norman Volsky🎙️ 🏥 📉 Alsu Tarzimanov Jenny D. Greg Golub Jewelyn Mendoza Angeles Ann Watson Donna K. Flynn Andy Durgin Thanks for the great conversation!
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Fang Cheng shared thisI'll be at #Transform2026 next week in Las Vegas. This is where the future of people + work comes together. The global community shaping what's next will be in the room, tackling the Human + AI Equation and what it means for how we lead and grow. This is where real connections happen and the conversations that move our industry forward take place. If you are not there, you will miss the insights and cutting edge strategies your peers are already using to lead. Join me: https://lnkd.in/g-7-rFcG #FutureOfWork #AIinHR #HRCommunity #Transform2026
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Fang Cheng shared thisI’ve fallen in love with solving this problem. For months, I’ve been deep in the world of workplace benefits—talking with CHROs, Brokers, TPAs, and Investors. The deeper I went, the clearer the "Benefits Paradox" became: 1. The Budget Wall 🛑 Employers have expanded benefits significantly since the pandemic. But the era of "unlimited budget" is over. CFOs aren't looking to buy more—they are looking to get value from what already exists. 2. The Engagement Gap 🕳️ Administration is solved, but the Employee Experience is broken. Benefits are fragmented across a dozen portals. Most employees don't know what they have, let alone how to use it. 3. The Margin Squeeze 📉 Brokers and TPAs are desperate to provide more value without destroying their margins. Most "AI solutions" just become another product they have to spend time selling. The logical conclusion? ‼️ Don’t build in benefits. There's not much money to be made and it's too slow. Which is exactly why I find it so fascinating. Workplace benefits (excluding clinical care) represent a $300B+ annual spend in the US. Yet, we accept a user experience that would be laughed out of any other industry. Imagine if using your "Benefit Wallet" was as intuitive as buying a pair of sneakers. 👟 The impact wouldn’t just be better benefits utilization. It could mean healthier, happier, more productive people—and organizations. 💖 In search for the right solution, Two things became clear: ✅ It cannot require employers to spend more money. ✅ It must solve the "I don't know what I'm missing" problem for the employees. That insight is the foundation of our new venture. We’ve been quietly building alongside early partners to bridge the gap between intent and utilization. We’re excited to share more soon. If you’re looking for a better benefits experience—or building in this space—I’d love to connect. #futureofwork #agenticcommerce #benefits #hrtech #ai
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Fang Cheng shared thisThe most important part of Shopify + Google Universal Commerce Protocol isn’t commerce. It’s that it gives software — and AI agents — a STANDARDIZED WAY TO ACT in the economy, not just reason about it. This is about standardizing: 👉 intent → commerce → fulfillment → state updates 👉 happening machine-to-machine Not: ❌ UI → human → UI That shift matters. Because this is not: – “Checkout without a browser” – “Another commerce API” – “Headless commerce 2.0” It is: 🔹 A protocol-level abstraction for economic action 🔹 A bridge between AI agents and real-world transactions 🔹 A missing execution layer between LLM reasoning and actual commerce Once you see it this way, the implications extend far beyond retail — into any domain where software systems increasingly need to DO, not just decide. Ilya Grigorik Mani Fazeli #UCP #AIAgents #FutureOfCommerce #MachineToMachine #DigitalEconomyBuilding the Universal Commerce Protocol (UCP)Building the Universal Commerce Protocol (UCP)Ilya Grigorik
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Fang Cheng shared thisAfter nearly a decade building and scaling automation platforms that handle tens of billions in GMV, I'm excited to dedicate 100% of my focus to my next venture. (Deep gratitude to the incredible teams at Linc and Capacity — I’m immensely proud of what we built together.) Having experienced firsthand the complexities employers face in caring for their people, I see a massive opportunity to fix a fundamental flaw in the employee benefits ecosystem. The problem isn’t intent. It’s a system designed around administration, not utilization. I believe we can do better. We are building an AI-first platform to solve the "last mile" of benefits utilization for the modern workforce. Our goal is to shift the industry toward a utilization-driven, commerce-enabled model that finally aligns incentives for everyone involved. This is the most meaningful problem I’ve worked on so far, and I’m excited about what’s ahead. I’m currently engaging with pre-seed investors and strategic partners who care deeply about the Future of Work. If this sparks interest, I’d love to connect. #AI #FutureOfWork #HRTech #EmployeeBenefits #Entrepreneurship #VentureCapital
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Fang Cheng reposted thisFang Cheng reposted thisMCP is going crazy viral right now. AI apps can now instantly connect to any tool or live data: This is the USB-C moment for AI 🤯 A universal way for AI to interface with the software we already use. No more clunky integrations. Just instant, seamless connections. I’m sharing vetted MCPs with links so you can explore them directly. (screw you, LinkedIn algorithm 🤣) Here are 10 mind-blowing things you can do… ✅ No coding ✅ No tab switching Just type in a chat, and it happens: ___________ 1. Figma MCP Cursor codes a Figma file and runs it locally with 80% accuracy. Link: https://lnkd.in/ekWADN47 ___________ 2. Gmail MCP Summarizes your inbox and drafts replies to urgent emails. Link: https://lnkd.in/eyjFgk3i ___________ 3. Browser MCP Finds and summarizes web content on demand. Link: https://lnkd.in/epJTgVrj ___________ 4. GitHub MCP Reviews code, suggests optimizations, and drafts PRs. Link: https://lnkd.in/ekWcuD-g ___________ 5. Airbnb MCP Finds and ranks the best listings based on your criteria. Link: https://lnkd.in/eccVsUbM ___________ 6. Shopify MCP Auto-generates product pages with AI-driven content. Link: https://lnkd.in/eeS7tnEc ___________ 7. Blender MCP Creates 3D scenes from images or text prompts. Link: https://lnkd.in/ekmKkm6z ___________ 8. Firecrawl MCP Clones websites and structures extracted data. Link: https://lnkd.in/e8S8hFbD ___________ 9. LinkedIn MCP Finds and contacts people who engaged with your latest post. Link: https://lnkd.in/e4jHFpei ___________ 10. Notion MCP Transforms raw notes into structured project plans. Link: https://lnkd.in/ev8z3K4u ___________ MCPs aren’t just a trend —they’re the next layer of AI infrastructure. Now, AI chats can: - act in the real world - automate workflows - connect with business-critical tools .… without buying or setting up agents ❌ Just by chatting with your favorite AI ✅ If you’re looking for the easiest way to install them on Claude, my team built fleurmcp.com 🌼 Which use case blows your mind the most? Which ones am I missing? ____ Visual: @mincho on X
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Fang Cheng reposted thisFang Cheng reposted thisLearn how DSW Designer Shoe Warehouse is saving $1.5M in support costs with Virtual Agents 🔥 Join our host Marilyn Cassedy for a short 30-minute conversation with DSW's Tim Harpe and Simplify's Zach Jones, where we'll chat about: ✔️ How to choose an IVA vendor that helps you accomplish your goals ✔️ How the perfect combination of CX and AI can improve your bottom line ✔️ How to scale AI support across your organization for more savings Don’t miss out on this chance to learn exciting new AI strategies from a national retailer. Sign up here ➡️ https://hubs.li/Q038jvMF0
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Fang Cheng shared thisHey everyone! Who’s heading to Shoptalk Spring in Vegas? Let’s meet up! 👉 https://lnkd.in/geMVfBeF Big retail ideas, game-changing tech, and the best people in the industry—what more could you want? Oh, and did I mention it’s in Vegas? It’s gonna be a good time! Join me before prices increase TONIGHT, Feb. 14! #SeeYouAtShoptalkSpring #RetailInnovation #RetailTech #RetailEvents
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Fang Cheng shared thisLet's catching up at #shoptalk2024Fang Cheng shared thisOnly a few more days! Lets see if we can get this VIP Suite filled Register today and I'll throw in an Amazon Gift card! #shoptalk2024 #retailtech https://lnkd.in/gqNVgUcR
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Carlotta "Lotti" Siniscalco
Emergence Capital • 10K followers
The next frontier of AI isn't just about choosing the right model. It's about building moats through implementation. Across the Emergence Capital portfolio, companies like Bland and Federato are scaling faster by embedding Forward-Deployed Engineers. These engineers bridge the gap between AI and reality, ensuring real results in production. Read more from my colleagues Gordon and Kyle on why FDEs are the key to unlocking AI's full value. https://lnkd.in/gcsRRGX2
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Leo Cui, Ph.D., CFA
FoundersX Ventures • 7K followers
Arintra's CTO Preeti Bhargava, PhD on stage at #ViVEvent discussing the future of AI in healthcare. Autonomous medical coding is a massive opportunity — proud to back this team as they automate and accelerate growth for health systems. #HealthTech #AIinHealthcare #FoundersX #MedicalCoding #DigitalHealth #DeepTech Nitesh Shroff Helen H. Liang, PhD Tom Kosnik Sizi Chen Tristan Staschik Tor Parawell Yicong Li Irene Tsen
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Will Price
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mpathic is becoming THE partner to the AI industry as they work to safeguard users from adverse mental health and safety outcomes As millions of users — including large numbers of young people — increasingly turn to AI chatbots as their first-line “counselors” and confidants, Seattle-based startup mpathic is stepping in to ensure those digital agents don’t provide dangerous advice when it matters most.
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Ciarán O'Leary
BlueYard Capital • 4K followers
100 founders, builders, researchers, investors and thinkers. One big question: how to solve some of the largest challenges building at the frontiers of AI. From physical compute scaling constraints to applying AI to unlock civilizational progress from material science to drug discovery. Camps, hikes and heated debates on human x AI co-existence: this was Climbing Hard AI Peaks. Thanks to everyone for coming out and making it so special. We learned a lot from all of you. Big shout-out to our founders working on some of the biggest AI unlocks, the many researchers and builders from Center for Digital Technology and Management (CDTM), ETH Zürich, Stanford University and special guests from Anthropic, OpenAI, Google DeepMind and more. David Byrd Michael Wax Jason D. Whitmire Chad Fowler Jonah Anders Kaplan Christine Fuchs Sam Harrison Mehdi Ghissassi Antoine Moyroud Wulfie Bain Eva Spannagl Nathan Gruber Judith Dada Juan Benet Zoe Weinberg Haya Hanna Sophia Kalanovska, PhD Clayton Mellina Ricardo Sequerra Amram Evan Phoenix Hendrik Dietz Katie Hewitt Molly Mackinlay Omer Shlomovits Zied Bahrouni
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Jason Shuman
Primary Venture Partners • 38K followers
Doximity just released a free AI scribe for US clinicians, accelerating commoditization/the race to the bottom. Their product won’t integrate into the EHR like Abridge, but it’ll be interesting to see how much it impacts their ability to acquire customers, drive usage and maintain retention. This is the start of a trend that will continue across every vertical market. Counterpositioning with free products to undercut upstarts and incumbents alike. Buckle up. Your margin is someone else’s opportunity.
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Andrew Mayne
Zero Shot Fund • 2K followers
In the latest episode of the OpenAI podcast I got talk to OpenAI CFO Sarah Friar and legend himself Vinod Khosla about the AI industry. Sarah explained the relation between compute and revenue (OpenAI's revenue keeps 3x'ing each year) and Vinod provided an insightful way to tell if we're in a bubble: API calls. Are they going up or down? (Spoiler: Up, up, up!) https://lnkd.in/g2tTQBdp
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Jeremiah Owyang
Blitzscaling Ventures • 39K followers
Our latest investment from Blitzscaling Ventures: ManasAI led by Reid Hoffman and Dr Siddhartha Mukherjee: Manas AI seeks to accelerate the development of treatments for aggressive cancers, such as triple-negative breast cancer, prostate cancer, and lymphoma. By combining AI-driven molecular design with laboratory validation, the company aims to reduce the time and cost associated with traditional drug discovery. Read more here: https://lnkd.in/gFGrvDS7
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Brittany Walker
CRV • 5K followers
Voice is a super interesting modality right now - maybe the first modality we're seeing move to open source models across a number of scale ups / enterprises. Reliability concerns, high costs, and open source model performance are pushing engineers to do their own fine tuning vs. relying on third-party vendors of proprietary models. Many of these orgs have already been collecting their own first-party data and now with third-party vendors like Extrian, David AI, etc they can train really high quality models. RL has been insanely hyped, but it's been unclear how long it will take scale ups and enterprises to actually lean in. Voice AI might be hitting that inflection point faster than expected.
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Astasia Myers
Felicis • 6K followers
GPUs have gotten faster, and models have gotten larger. But storage is still stuck in the past. Modern AI workloads need instant access to huge datasets. Instead, teams waste time on slow retrieval, idle GPUs, and costly pipelines. Archil is changing this. It delivers object-storage scalability at block-storage speeds. The platform allows for seamless, high-performance access to massive datasets. By eliminating cold starts and accelerating throughput 30X, Archil enables teams to fully utilize their infrastructure and move faster on training, analytics, and AI deployment. Archil’s founder Hunter Leath brings rare technical depth and operating experience from building Amazon EFS and optimizing Netflix’s cloud performance. This is a team building the foundational layer that AI workloads desperately need. I’m thrilled to lead Archil’s seed at Felicis with Nancy Wang and support their mission to reinvent cloud storage for the AI era. https://lnkd.in/gWueXhzz
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Enke Bashllari, Ph.D.
Arkitekt Ventures • 8K followers
Clinicians want to use AI but don’t have the bandwidth to evaluate all the different models. Meet Health Olymp, an AI tool purpose-built for clinicians. Here’s why this matters 👇 1. Health and life science experts gain instant access to frontier models for free. No procurement hoops or IT bottlenecks. Every clinician gets their own sandbox to explore. 2. Clinicians can compare models side by side and pick the one that works best for their use case. That transparency builds trust and sparks ideas for novel AI applications in care delivery, diagnostics, and research. 3. Most AI benchmarks are too generic or disconnected from clinical reality. Health Olymp brings frontline feedback into the loop, helping the industry identify models that perform reliably in real world clinical environments. Congrats to Ruslan Nazarenko and the Lumos team as they put AI model benchmarking directly into the hands of healthcare professionals. ⬇️ (link in comments)
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Evan Nisselson
LDV Capital • 6K followers
Jazzed for this keynote by Jeff Erhardt at our 12th annual LDV Capital Vision Summit: The Materials Innovation Gap: Why AI Predictions Aren't Enough — And What It Will Take to Transform a $6 Trillion Industry RSVP: https://lnkd.in/eeUHN_m AI is transforming industry after industry, and generating enormous excitement in the world of materials science. Machine learning models can now predict millions of new material candidates with unprecedented speed and accuracy. At the same time, programmable material classes, including those recognized by the 2025 The Nobel Prize in Chemistry, could unlock breakthroughs in some of the most pressing challenges facing civilization, from environmental remediation to the energy transition. But their impact is constrained by something prediction alone cannot resolve: new materials must be physically produced, scaled, integrated, and qualified within the larger systems into which they are deployed, a journey that remains extraordinarily long, expensive, and unpredictable. Jeff will argue that closing this materials innovation gap requires treating AI and physical experimentation as equal partners, and building a new model of collaborative development that connects materials innovators and industrial partners far earlier in the discovery process.
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Pranay Kapadia
Notable • 8K followers
HIMSS is almost here, and I’m looking forward to catching up with so many of you. I'm especially looking forward to our session with UC San Diego Health. Karandeep Singh and Jeffrey Pan will showcase how they're using Notable's Platform and AI Agents to act as a critical workforce multiplier, transforming patient access, care operations, and RCM across the enterprise. Learn more about everything we have going on at HIMSS here: https://lnkd.in/gQifSd2A. And definitely come say hello if you're attending!
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Stanley Chan
Techstars • 11K followers
🗓️This Week at Anthropic 1️⃣ Releases Claude Opus 4.6 with 1M-token context and stronger agentic enterprise capability 2️⃣ Expands Claude Cowork plug-ins, accelerating AI-driven workflow automation across knowledge work 3️⃣ Nears $20B+ funding round at ~$350B valuation, extending compute and talent runway 🚀🚀🚀
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Monte Jennings
Sentia Health • 1K followers
Scribes, AI or otherwise, are completely useless in healthcare. You CANNOT document patient encounters with "notes" in language. All you've accomplished is putting paper records behind the glass of the monitor. That's stupid and you can tell that bizdiot Judy Faulkner I said so. You need a data driven EMR that is searchable and relatable. Before you say "mine is" or "AI," no it's not. Sentia has provided a data driven EMR that relates symptoms to observations to clinical measurements to lab results to diagnoses to treatments to outcomes. You can literally pick a list of symptoms and get her back a collection of cases with positive outcomes. You can't do that with language. It's also faster, easier and cheaper than typing "notes." Stop. You are doing it wrong. Start over with a real EMR that is built the way it should have been in the 70s if Judy had a brain in her head. Read this: https://lnkd.in/gR3ArMD9
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Sharda Cherwoo
The Carlyle Group • 8K followers
Wow! Fascinating article Andrew Antos & Nischal Nadhamuni about how the Klarity platform does knowledge capture! A total disruptor indeed for how consultants traditionally did this work! Capturing not just what happens but why it happens has always been the missing link in enterprise AI, and Klarity ’s approach to surfacing human reasoning through its intelligent platform is a real step forward. The #AI Advisor’s ability to traverse vast context graphs, uncover cross-team patterns, and turn knowledge into actionable insights shows how innovation in knowledge capture can truly transform enterprise decision-making.
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Amir Shevat
24K followers
Fundamental opportunities worth solving for in AI right now: Predictability of reasoning, planning, execution of AI. Efficiency and ease of use of running AI workloads. Multiple system integrations - from DBs and APIs to infrastructure and biz systems. Trust, security, guardrails, authorization and auth. Business/science domain specific data, workflows, and optimization. AI cost understanding, control, and reduction.
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Lynn Mason, DHA, MBA
IVI RMA GLOBAL • 6K followers
TheFounderVC has a truly compelling team - entrepreneurs and operators that have scaled from 0-1 and to exits across a variety of markets - some of whom are fellow classmates. They have built strong founder and VC networks over the last 25 years in tech and are now leveraging that access and experience on behalf of their portfolio. It clearly resonates with founders, as their early portfolio is truly compelling.
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Aike Ho
ACME Capital • 5K followers
What drew us to Arya Health wasn’t just the technology, but the clarity of purpose behind it. Kunal and Arunram are solving one of the hardest and least glamorous problems in healthcare: the broken labor operations that keep post-acute care running. This is a $500B+ market, nearly 10% of U.S. healthcare spend, yet most of it still depends on manual coordination. Every day, agencies are juggling thousands of nurses, last-minute shift cancellations, credential expirations, and payroll calculations across dozens of systems. The administrative burden is crushing, and it’s only getting worse as the population ages and demand for home-based care accelerates. Arya has built AI agents that act as a true digital workforce for healthcare operations - autonomously handling scheduling, onboarding, compliance tracking, and payroll. Their scheduling agent alone manages complex variables like patient needs, clinical fit, distance, and bonus pay, continuously rebalancing assignments in real time. The early traction has been remarkable. Customers whom we talked to consistently describe Arya as transformational - “what they’ve always dreamed of” and a product that will “forever change the industry.” Agencies are already seeing utilization rise from roughly 60% to over 80%, driving significant improvements in coverage, patient outcomes, and operating margins. What stands out most about Kunal and Arun is how deeply they care about the people behind these operations. They spend time in the field with schedulers, caregivers, and agency leaders - the unsung heroes who hold the healthcare system together - and they build with empathy and urgency. That care shows up in the product and in every customer relationship. At ACME Capital, we believe the most impactful AI companies will rebuild critical industries from the inside out. Nurses, home health aides, and post-acute caregivers are the backbone of our healthcare system, and often the backbone of their communities. Arya Health is giving them the modern infrastructure they deserve. Congratulations to Kunal, Arun, and the entire Arya team on your oversubscribed $18.2M Series A. We’re proud to lead this round and partner with you as you reimagine how care gets delivered across homes and communities.
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Santhosh Devati
Anamika Ventures • 7K followers
Organizations recovering 9 hours per person per week and achieving 46% faster time-to-market using Narratize #AI platform. Katie Trauth Taylor, PhD and the team have been relentless in building out the AI platform to assist organizations in a meaningful way.
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