About IrisAgent/ Leadership
Palak Dalal Bhatia
CEO & Co-founder, IrisAgent
Palak co-founded IrisAgent in 2019 to build grounded, hallucination-free AI for customer support — the kind support leaders can actually deploy on customer-facing interactions without losing sleep. She works directly with VPs of Support at Dropbox, Zuora, and Teachmint on production AI deployments that resolve 50%+ of tickets while maintaining 95%+ accuracy.
Background
Before founding IrisAgent, Palak built support and ML systems at Salesforce and Cisco. At Salesforce she worked on Service Cloud infrastructure that thousands of enterprise support teams ran on every day; at Cisco she built ML systems for technical support automation. The recurring pattern across both companies was the same: support leaders had infinite tickets, no time, and AI tooling that promised the world but hallucinated the answers.
She started IrisAgent in 2019 to fix that. The thesis: AI for customer support only works if the answers are grounded in the company's own knowledge base and ticket history — not the LLM's training data. Today IrisAgent's Hallucination Removal Engine achieves validated accuracy above 95% across enterprise deployments, and the platform deploys in 24 hours instead of the 6–12 weeks competitors require.
Palak holds a degree in computer science and is an active speaker on AI in customer experience, including appearances on the CXChronicles podcast and at industry events for support leaders evaluating AI deployments.
Areas of Expertise
AI Customer Support
Grounded retrieval architectures, hallucination prevention, and end-to-end ticket resolution at enterprise scale.
Retrieval-Augmented Generation
Production RAG systems that pull from company-specific knowledge bases and ticket history rather than LLM training data.
Support Operations
Helpdesk integration patterns (Zendesk, Salesforce Service Cloud, Intercom, Freshdesk), routing, triage, and escalation design.
Conversational AI
Chat and voice agent design, deflection-vs-handoff thresholds, and confidence-gated automation.
Talk to the team
Evaluating AI for customer support? Palak and the IrisAgent team work directly with VPs of Support and CX leaders on production deployments. Book 30 minutes to walk through your specific stack.