Decimal AI Secures $4 Million Seed Funding to Revolutionize Customer Support in Software

Decimal AI, the innovative platform designed to enhance customer engineering for technical support teams, has announced the closure of a $4 million seed funding round. This funding was co-led by Khosla Ventures and Kearny Jackson, with contributions from Atlassian Ventures, Weekend Fund, and notable individuals from the tech space. The newly acquired funds will be utilized to expand their pioneering Customer Engineering Platform, ensuring software companies can address customer issues more efficiently with the power of artificial intelligence.

Founded in March 2025, Decimal AI aims to transform the hidden costs associated with customer support in the software industry. According to Vinod Khosla, the founder of Khosla Ventures, software support has grown to become one of the larger unseen burdens of the industry. He believes that the advanced AI platform developed by Decimal AI is poised to change the economic landscape of customer service by providing an understanding of software coding and customer context akin to that possessed by the finest support engineers.

Since its inception, Decimal AI has gained traction among prominent software firms, including Granola, Resilinc, Tealium, BuildOps, and Lucidworks. The platform’s AI Support Engineer is designed to resolve customer queries comprehensively. It swiftly handles everything from addressing customer questions and resolving billing issues to investigating code and creating bug fixes for engineering review. As a testament to its effectiveness, the platform claims to have increased the volume of supported interactions it resolved by a staggering 15 times in early 2026.

With its newfound funding, Decimal AI also emphasized the importance of drastically reducing the mean time to resolution (MTTR). Resilinc, one of its customers, has reported a remarkable reduction in MTTR from 6.5 days to just 2.5 days. Granola has been able to improve its operations significantly, managing to double its ticket volume handled and solving 70% of common inquiries through chat before they escalate into formal tickets.

The journey for Decimal AI has been led by its co-founders, Sanjeet Hajarnis and Kevin Raji Cherian. Both have rich backgrounds in technology and engineering. Hajarnis previously drove AI initiatives at Eightfold, while Cherian was pivotal in building Databricks' vector search product. Their complementary expertise equips them to bridge the gap between customer support and engineering, making them reliable leaders in this space.

Hajarnis stated, “Customer support should not rely on secondhand information about the product.” He explained that the solution to customer inquiries often resides in the direct outputs of the product itself. Decimal AI seeks to provide immediate access to the necessary information when a ticket arises, preventing customers from enduring prolonged escalation processes.

In pursuit of its mission, Decimal AI is focusing on broadening the array of technical complications that its system can examine, enhancing integration across the varied support and engineering tools that its customers utilize. This strategic expansion invites investment, as experts like Sriram Krishnan suggest the emergence of a new category, Customer Engineering, paralleling how GTM Engineering has developed in the tech sector.

As more software businesses acknowledge the demand for customer support solutions that intricately understand their products, Decimal AI positions itself as a leader in driving innovation through AI-enhanced support systems. The company’s ongoing journey suggests an exciting future dedicated to redefining customer support as a whole, ensuring efficiency and quick resolutions are at the forefront.

Decimal AI represents the next evolution in customer engineering technology, creating significant advantages for companies striving for excellence in service delivery. As their customer base expands and capabilities grow, the implications of their success will likely reshape the software industry's approach to technical support.