Zoomin, a so-called “knowledge orchestration” platform that helps users extract answers from enterprise documentation, today revealed that it has raised $21 million from investors including Salesforce Ventures, Bessemer Venture Partners, and Viola Growth. The investment, which has been undisclosed before today, came in several tranches starting in 2018.
Founded in 2015, Zoomin, which has hubs in New York and Tel Aviv, is setting out to help businesses make their vast pools of technical content easier to find and more usable. Companies may have many thousands of manuals, guides, training paraphernalia, online community discussions, and more, but all this disparate content is typically created and managed by different teams, people, and systems, and often exists in silos. Zoomin “unifies” this content, and delivers it in a more “intuitive and personalized way,” according to Zoomin CEO and cofounder Gal Oron.
Zoomin’s product can perhaps be crudely described as a white-label search engine for enterprise product content, though Oron argues that traditional federated search solutions focus on indexing content and taking users from their point of search to whatever external channel contains the results. Zoomin, on the other hand, brings the answers to the user wherever it is they are conducting the search — wherever a company has deployed Zoomin’s technology.
“This means they don’t need to navigate across different sites and experience the fragmentation and drop-off that naturally accompanies this kind of ‘context switching,’ Oron told VentureBeat.
How Zoomin is used pretty much depends on what the customer needs from it. It could be a standalone technical resource center, perhaps something akin to a company-wide intranet or even a public portal, transforming disparate static content into a dynamic search interface replete with filters, auto-suggestions, recommendations, and more. Or it could be a widget that offers content relevant to the context of a given situation, baked into the customer’s own applications such as a customer relationship management (CRM) tool.
“In some cases, customers replace their existing portals with Zoomin, in other cases they keep their portal but use Zoomin to create an enhanced, intuitive, personalized experience,” Oron added.
Under the hood, Zoomin says that it uses both supervised and unsupervised machine learning (ML) models, developed and trained in-house, alongside off-the-shelf ML services.
“Zoomin’s knowledge graph ties together enterprise content, users and interactions, powering the platform’s text analysis and classification, dynamic ranking, content recommendations and predictive insights,” Oron explained.
Analytics also play a sizable part in Zoomin’s offering, including “traffic insights,” which details where traffic is coming from (including the referring domain and location); “content insights,” which surfaces which topics and publications receive the most engagement; and “search insights,” which gives companies search pattern data which can be used to tweak the UX.
“These insights are designed to help our customers understand what users are searching for, learn which search terms are yielding no results, analyze the usage of search filters, and more,” Oron added.
Although Zoomin has operated fairly under the radar, it has amassed a number of notable clients including now Adobe-owned Workfront, Chinese hospitality giant Shiji, and cybersecurity veteran Imperva.
Zoomin was entirely bootstrapped up until Bessemer’s inaugural investment in 2018, which was followed by Salesforce Ventures follow-on investment in 2019. Both VC firms re-invested in the startup this year, alongside Israel’s Viola Growth.