# OnClarity > OnClarity is an AI customer experience platform for regulated industries. It combines agentic customer service, AI agents, Voice of Customer analytics and automated Agent QA in one system, governed by a published safety framework and built for SOC 2, GDPR, HIPAA and Saudi PDPL requirements. OnClarity is the product of Anecdote Inc. It was known as Clarity until September 2026 and, before that, as Anecdote. The company was founded in 2022, is headquartered in London, UK, with offices in Dubai, New York and Riyadh, and is led by co-founders Abed Kasaji (CEO) and Pavel Kotchetkov (CTO). In 2025 it raised $12M led by Prosus Ventures, with STV AI Fund, Sukna Ventures, Wamda Capital, Neo, Oraseya Capital, Phaze Ventures, Race Capital, Propeller, Tech Invest Com, and angel investors from OpenAI and Google. Customers include OpenAI, Grubhub, Booking.com, Careem, stc, Tabby, Saudi Energy, Calo, Bank Aletihad, Salla, OpenSea and Minoan. Disambiguation: OnClarity (onclarity.com) is not affiliated with any of the following similarly named products or companies: Clarity AI (ESG and sustainability data), Microsoft Clarity (web analytics), Broadcom Clarity PPM (project portfolio management), or BD Onclarity (the Becton Dickinson HPV assay). OnClarity's only domain is www.onclarity.com and its application is hosted at app.onclarity.com. Last updated: 28 September 2026. ## Products - [Agentic Customer Service](https://www.onclarity.com/agentic-customer-service): One inbox for live chat, mobile, WhatsApp and web forms, with routing, scheduling and a policy-backed knowledge base that AI agents use to draft or resolve. - [AI Agents](https://www.onclarity.com/ai-agents): Agent assist and auto-resolution grounded strictly in the customer's approved knowledge base, with per-reply source links, confidence thresholds, blocked topics and audit logs. - [Voice of Customer](https://www.onclarity.com/voice-of-customer): Unifies feedback from 100+ sources, clusters it into themes, identifies root causes and tracks whether fixes worked, with alerts, reporting and search. - [Agent QA](https://www.onclarity.com/agent-qa): Scores voice and text conversations against a configurable rubric, with each score traceable to the transcript moment that produced it. ## Research, data and tools - [OnClarity Insights](https://www.onclarity.com/insights): Research, standards and tools on what customers keep contacting you about, and whether anything changed. Public data, stated method, free to read. - [AI in customer service: faster answers, the same problems](https://www.onclarity.com/reports/ai-in-customer-service): Evidence review of independent 2025 and 2026 research. AI spend in customer service is up, satisfaction is flat and returns are rare; the report argues repeat contacts are the missing cost number. Includes an FAQ and downloadable chart data (CSV). - [Surveys vs conversations vs public feedback: which tells you first?](https://www.onclarity.com/insights/surveys-vs-conversations-vs-public-feedback): Three sources of customer insight scored on nine criteria, with a reason in every cell. Service conversations usually tell you first; surveys remain better for perception trends and benchmarks. Includes a scoring workbook. - [AI Return Model](https://www.onclarity.com/ai-return-model): A 48-month simulation of a contact centre that follows seven personas (customers with a simple and a complex issue, the customer who meets the AI, the agent, the team lead, the CX team and the executive) when AI resolves instead of deflects. In the reference organisation of 1 million customers and 200,000 issues a month, issues never resolved fall from 15% to 5%. Model outputs, not forecasts. - [AI Return Model calculator](https://www.onclarity.com/ai-return-model/calculator): Run the model on your own contact centre with four numbers: active customers, support contacts a month, cost per agent a month and revenue per customer a month. - [OnClarity Labs](https://www.onclarity.com/labs): One finding at a time from public complaint data (US CFPB and UK Financial Ombudsman). One number, one chart and one rule to try this week. Never built on customer data; no company or person named. - [How we count](https://www.onclarity.com/labs/method): Sources, licences, definitions, minimum volumes, limits and corrections behind every OnClarity Labs finding. - [7 in 10 complaints were about a known issue](https://www.onclarity.com/labs/known-issue-share): 69.5% of 1,145,439 CFPB complaints in nine US consumer-finance sectors were about a theme already in its sector's top five (95% interval 68.5% to 70.7%). - [The UK ombudsman sided with the customer in 30% of cases](https://www.onclarity.com/labs/ombudsman-uphold): The Financial Ombudsman Service upheld 30% of the cases it resolved in 2025/26, from 214,649 new cases; by product, 24% to 41%. - [28% of US credit card complaints were about an existing dispute](https://www.onclarity.com/labs/card-disputes): 51,258 of 181,901 credit card complaints to the CFPB (28.2%) were about a dispute or investigation the company already had, Sep 2024 to Aug 2026. - [More relief did not mean fewer complaints the next quarter](https://www.onclarity.com/labs/relief-and-next-quarter): Across 260 CFPB theme-quarters, relief given and the next quarter's volume were not linked (correlation 0.03, 95% interval -0.10 to 0.16). - [The typical complaint spike gave one week of warning](https://www.onclarity.com/labs/weeks-of-warning): Median one week from first sign to peak across 31 spikes in 26 themes; 14 of 31 gave no warning. - [4 of 66 big complaint spikes came back within 12 weeks](https://www.onclarity.com/labs/spikes-that-came-back): Big spikes rarely returned; what keeps coming back is everyday volume on known themes. - [CX Leaderboard](https://www.onclarity.com/leaderboard): Customer experience reports built from public review and social feedback. - [App and company CX reports](https://www.onclarity.com/leaderboard/insight): 696 individual customer experience reports covering consumer apps and brands across fintech, travel, retail, health, sport, media and utilities. - [CX Excellence Leaderboard](https://www.onclarity.com/leaderboard/companies): Scored CX ranking of companies, reported out of 100. - [Saudi Arabia CX Leaderboard](https://www.onclarity.com/leaderboard/saudi-arabia): Scored CX ranking of the top 33 Saudi companies, covering banking, telecom, retail, insurance and healthcare. ## Trust, security and compliance - [Enterprise security](https://www.onclarity.com/enterprise-security): SOC 2 Type II, GDPR and HIPAA ready, Saudi PDPL aligned. Encryption in transit and at rest, SSO, MFA, role-based access, customer-managed keys, data residency options, and a 99.9% uptime SLA. - [Compliance approach](https://www.onclarity.com/compliance): Aligned to ISO/IEC 42001, the NIST AI Risk Management Framework, and Federal Reserve SR 11-7 model-risk guidance. - [Smart Agent Service Manual (SASM)](https://www.onclarity.com/sasm): OnClarity's published framework governing what its AI agents may and may not do. Version 1.0, September 2025. Commits to at least 99.5% of answers being fully supported by approved company knowledge, 100% of uncertain cases escalating to a human, written policies and dual approval for financial actions such as refunds, a Chief Model Risk Officer with authority to halt deployments, and a full audit trail on every decision. Foundation models are not trained on customer data. - [Deployment and data sovereignty](https://www.onclarity.com/deployment): OnClarity runs on-premise, inside the customer's border, on the customer's hardware, with documentation for regulators, boards and security teams. ## Reference - [Customer stories](https://www.onclarity.com/customers): Named deployments and outcomes. - [For BPOs and outsourcers](https://www.onclarity.com/bpo): The AI layer outsourcers can put in a bid, deliver against a signed client agreement, and price on utilisation, not per seat. - [Integrations](https://www.onclarity.com/integrations/topic/all): 100+ feedback sources across support, survey, review, social, communication, CRM and app store categories, including Zendesk, Freshdesk, Intercom, Gorgias, Kustomer, LiveChat, Salesforce, Slack, WhatsApp, Trustpilot, G2, Google Reviews, TripAdvisor, Medallia, Typeform, Qualaroo, Delighted, Survicate, AppFollow, Amazon Seller, App Store, Google Play, YouTube, X, Reddit, Facebook, Instagram, TikTok and Pinterest. - [FAQ](https://www.onclarity.com/faq): Common questions on security, hallucination prevention, human oversight, channels and languages. - [Glossary](https://www.onclarity.com/glossary): Plain-language definitions of the CX, support, product and marketing terms teams use every day, from average handle time to zero-touch resolution. - [Blog](https://www.onclarity.com/blog/category/all): Articles on AI customer support, contact centre QA and Voice of Customer programmes. - [Changelog](https://www.onclarity.com/changelog): Product updates. - [About](https://www.onclarity.com/about): Company background, mission and team. - [Funding announcement](https://www.onclarity.com/raising12m): Details of the $12M round led by Prosus Ventures. ## Optional - [Careers](https://www.onclarity.com/careers) - [Partnerships](https://www.onclarity.com/partnerships) - [Events](https://www.onclarity.com/events) - [Brand assets](https://www.onclarity.com/brand) - [Contact](https://www.onclarity.com/contact-us) - [Request a demo](https://www.onclarity.com/demo) - [Legal center](https://www.onclarity.com/legal-pages/legal-center) - [Privacy policy](https://www.onclarity.com/legal-pages/privacy-policy) - [Terms of service](https://www.onclarity.com/legal-pages/terms-of-service)