Redapto

What do they actually do

Redapto provides an automated quality-assurance platform for customer support teams. It evaluates every interaction across chat, voice, and email using customizable rubrics to flag missed intents, policy/compliance breaches, and AI hallucinations (website; launch coverage).

The product groups issues by root cause and turns them into suggested agent feedback, training content, and SOP/knowledge-base updates. Teams can also run realistic simulations to test updated flows before changes go live (website; product video).

Who are their target customer(s)

• Head of Support / Support Ops at a mid-market SaaS: Manual QA doesn’t scale, so most conversations go unreviewed and issues surface only after customer complaints. They need automated coverage and faster feedback loops to shorten time-to-fix (website; YC listing).
• QA / Quality Analyst on a support team: Sampling is slow and inconsistent, making it hard to spot recurring root causes across channels. Automated scoring and failure-type tagging would let them spend time on fixes rather than sifting tickets (website).
• Learning & Development / Coaching lead for support: Turning ticket findings into targeted training and SOP updates is manual and reactive, so agents repeat mistakes. They need auto-generated training snippets and SOP/KB edit suggestions to standardize coaching (website; launch coverage).
• Contact-center / Voice Operations manager: Reviewing calls at scale is costly, and missed policy/compliance breaches are risky. They want multi-channel QA and simulations to surface issues earlier (website; launch coverage).
• Product or Automation owner running AI assistants in support: AI responses can hallucinate or break when prompts drift, and there’s no easy way to catch systemic errors. They need hallucination detection and regression testing to find broken flows before customers see them (website; product video).

How would they acquire their first 10, 50, and 100 customers

• First 10: Use YC and founder warm intros to land paid, short pilots with mid-market SaaS support teams; do hands-on integrations and custom rubrics, and capture ROI metrics and testimonials to create initial case studies.
• First 50: Convert pilots into references and run targeted SDR outreach to similar accounts; hire 1–2 sales engineers to speed implementation and build direct integrations with top ticketing/voice platforms, plus joint webinars/co-marketing.
• First 100: Add a lower-touch onboarding tier and packaged rubrics/templates to serve smaller customers; formalize channel partnerships (BPOs, consultancies, marketplaces) and productize onboarding and ROI dashboards to shorten cycles and scale references.

What is the rough total addressable market

Top-down context:

Customer-service/contact-center software is broadly estimated at $15B–$52B in 2024, depending on scope (Verified Market Research; Fortune Business Insights).

Bottom-up calculation:

Focusing on QA/quality-related spend, the Quality Assurance Services market is ~ $5.3B in 2024; if 30–50% of that shifts to QA automation software over time, it implies a SAM in the ~$1.6B–$2.7B range for vendors like Redapto (Verified Market Research).

Assumptions:

• 30–50% of QA/quality services spend is addressable by software automation over time.
• Redapto targets mid-market and enterprise support orgs (not the full SMB base).
• Vendors win via integrations with major helpdesk/CCaaS platforms, enabling budget shift into software.

Who are some of their notable competitors

• Observe.ai: Conversation-intelligence platform offering AutoQA across voice/chat with coaching and compliance analysis; overlaps on automated scoring and insights, with a strong focus on voice and real-time agent assists (AutoQA).
• MaestroQA: Quality-assurance and coaching tool for support teams with customizable scorecards and grading workflows; competes on making QA repeatable but is less focused on simulation/regression testing or automated SOP/KB edits (features).
• Tethr: Conversation-intelligence platform emphasizing automated QA and root-cause analysis at scale for contact centers; overlaps on auto-review and issue surfacing, with greater emphasis on enterprise analytics/reporting (QA automation).
• Playvox: Workforce engagement and QA suite with AutoQA, coaching, learning, and WFM; overlaps on automated scoring and turning findings into coaching/training within a broader WFO suite (AutoQA).
• Zendesk (QA / Klaus): AutoQA embedded in the Zendesk ecosystem via the Klaus acquisition; direct competitor for teams on Zendesk that want native automated scoring/coaching inside the agent workspace (acquisition).