Czech startup Waypoint AI raises €2.7 million to deploy AI-powered support engineer

Prague-based Waypoint AI, an AI customer support engineer that triages, investigates and resolves product defects, announced a €2.7 million pre-Seed round to grow its engineering office.

The round was led by 42Cap and Dreamcraft Ventures, with participation from Berkeley SkyDeck Fund, Lumiere AI Ventures, and others.

“As organisations scale, software maintenance eats an increasing portion of engineering resources. Intelligent escalation automation is a strategic lever for leaders to unlock critical support and engineering capacity while improving CSAT,” said Steve Boogar, CEO of Waypoint AI.

Founded in 2024 by Tomas Polivka, Steve Boogar and Liam Boogar-Azoulay, Waypoint AI has developed its AI Customer Support Engineer to supercharge escalation management; a crucial cross-department challenge facing software organisations.

Their flagship product generates deflection and escalation remediation paths leveraging large language models (LLMs) and their proprietary Escalation Intelligence Knowledge Graph (EIKG) which stitches together tribal knowledge buried in documentation, chat threads, support and engineering tickets comments, commit notes and internal tools.

Waypoint AI automates intake, triage and escalation report generation for customer support teams; assists with investigation and resolution for engineers; and generates detailed timelines and postmortems for incident commanders.

Enterprise software companies including Kpler and Clickhouse, as well as OEMs and industrial software leaders deploying Waypoint AI on-premise, have reportedly seen their mean time to resolution (MTTR) cut in half in a matter of weeks, recapturing engineering capacity lost to reactively triaging issues.

Waypoint AI embeds in clients’ existing support, engineering and chat systems to proactively engage on new escalations.

“Our philosophy is to back exceptional, product-driven Founders with global ambition,” said Thomas Wilke, General Partner at 42CAP. “The Waypoint AI team embodies this spirit. They are not just data-driven; they are using AI to fundamentally reshape how software companies operate by tackling one of their most expensive cross-departmental challenges. Their commitment to building a category-defining, intelligent automation platform is exactly what we look for, and we are thrilled to partner with them on their journey.”

The newly added funds enable Waypoint AI to rapidly grow its engineering office as they continue to scale the platform to meet customer demand.

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