Building Harmony: Why We're Betting the Next Decade on AI-Native Enterprise Service Management

Today, we're excited to share that Harmony has raised $34 million in seed funding, led by Lightspeed Venture Partners.

This round gives us the resources to continue building, but the funding itself isn't the story.

The story is why we started Harmony.

Building Together, Again

One of the greatest advantages we have isn't our technology - it's trust.

Ran and I have known each other for more than fifteen years. We built Epsagon together, taking it from an idea to a successful acquisition. Building one company together is hard enough. Getting the opportunity to do it a second time is incredibly rare.

Over the years, we've experienced just about every challenge a startup can throw at us: fundraising, hiring, product pivots, scaling, difficult customer conversations, and ultimately, a successful exit. Going through those experiences together creates something that's difficult to replicate. We know how each other thinks, how each other makes decisions under pressure, and what kind of company we want to build.

That same sense of continuity extends to our investors. We first partnered with Yoni and the Lightspeed team during our journey at Epsagon, and we're incredibly grateful to be building together again. When you've worked together before, trust already exists. Instead of spending months getting to know one another, you can focus on what matters most: building a great company.

Why This Market

After our time at Cisco came to an end, Ran and I spent several months doing what we enjoy most: talking to customers.

We met with dozens of technology executives, especially CIOs, without a product to sell or even a clear idea of what we'd build next. Our goal wasn't to validate an idea-it was to understand where they believed the biggest opportunities for change were.

One theme emerged in almost every conversation.

No one was truly satisfied with their Enterprise Service Management (ESM) platform.

Interestingly, very few people complained about individual features. The frustration ran much deeper. Their employees had experienced what modern AI could do through tools like ChatGPT and Claude, and the contrast with the software they used at work had become impossible to ignore. Employees expected software that understood what they wanted and could help them instantly, regardless of whether the request was IT-related, HR, Legal, or Procurement. Instead, they were navigating countless portals, filling out forms, opening tickets, and waiting for someone to respond.

Almost every executive told us some version of the same thing: there has to be a better way.

The more conversations we had, the more convinced we became that this wasn't simply dissatisfaction with existing vendors. It was the beginning of a paradigm shift.

Over the last two decades, Enterprise Service Management platforms have become more configurable, more extensible, and more automated. But they were all built around the same fundamental assumption: when an employee needs help, software routes the work and a human completes it.

We believe AI fundamentally changes that equation.

For the first time, software can understand requests, reason through them, retrieve organizational context, interact securely with enterprise systems, and resolve work autonomously. That doesn't just improve the existing model-it changes the operating model altogether.

AI Changes the Operating Model

Large language models represent more than another technology wave. They fundamentally change what enterprise software is capable of doing.

For the first time, software can understand natural language, reason through requests, retrieve organizational context, and take meaningful action on behalf of employees. That makes it possible to rethink Enterprise Service Management from first principles.

We don't believe the future is another chatbot bolted onto yesterday's ticketing and request systems.

We believe the future is software that resolves work instead of routing it.

That distinction may sound subtle, but it's profound.

Traditional platforms were designed to help humans manage work more efficiently. We believe the next generation of platforms will increasingly complete that work autonomously, allowing people to focus on the problems that genuinely require human judgment.

A Broken Experience for Everyone

One thing became increasingly clear as we spoke with customers: the current model isn't working for either side.

Employees want the same experience they already have in their personal lives. They expect to ask a question in natural language and receive an immediate answer or have the task completed for them. Instead, they often need to navigate multiple systems, search outdated documentation, remember which team owns which request, and wait hours - or sometimes days - for a response.

Support teams face the opposite problem. Their days are consumed by routine work that adds little strategic value but eats up enormous amounts of time. Password resets, software provisioning, access requests, device troubleshooting, policy and benefits questions, and countless similar tasks keep filling ticket queues, leaving less time for projects that actually move the business forward.

The issue isn't that these teams aren't effective. It's that they're being asked to solve modern problems using software that was designed for a different era.

Rethinking Enterprise Service Management

From the beginning, we've believed the goal shouldn't be to build better request and ticketing systems. The goal should be to eliminate the need for most requests and tickets altogether.

That philosophy has shaped every product decision we've made.

Harmony's AI agents operate where employees already work - inside Slack and Microsoft Teams-and resolve requests from start to finish. They understand company policies, continuously generate and improve organizational knowledge, securely connect to enterprise systems, and take action on behalf of employees. Whether someone needs access to an application, approval for a purchase, help troubleshooting a device, or an answer to a company policy, the experience should feel conversational while the underlying complexity remains invisible.

The more the system is used, the better it becomes. Every successful interaction expands organizational knowledge, improves future responses, and reduces the need for static documentation that inevitably becomes outdated.

We don't think knowledge should be something organizations manually maintain. We believe it should be something the platform continuously learns and improves.

What We've Seen in Our First Year

The pace of the past year has exceeded anything we could have imagined.

In just twelve months, we've grown Harmony to a team of more than fifty exceptional people across engineering, product, design, sales, marketing, customer success, and operations. More importantly, we've had the privilege of partnering with some of the world's most innovative organizations, whose trust and feedback have shaped every part of our product.

The results have reinforced our conviction that this shift is already underway.

Organizations using Harmony are already resolving over 75% of employee requests without human intervention, with some teams exceeding 90% as they expand AI across additional workflows.

Just as importantly, we've watched employee behavior change. They no longer have to remember which system does what - a real challenge in HR, where payroll, benefits, performance, and recruiting live in separate tools - or wrestle with endless, frustrating forms. Instead of thinking about portals, tickets, or departments, employees go to a single Harmony channel in Slack or Teams for everything they need. No forms. They just ask, and expect the software to handle the rest.

That's exactly how we believe enterprise software should work.

Building a Generational Company

When we started Harmony, we weren't trying to build another AI application.

We believe Enterprise Service Management is one of the largest software categories waiting to be reinvented, and that AI fundamentally changes what's possible.

Every company depends on internal services to operate. As AI becomes capable of understanding context, making decisions, and taking action, we believe every internal function - from IT and HR to Finance, Procurement, and Legal - will evolve from coordinating work to completing it.

That's the opportunity we're pursuing.

We believe it's the foundation of a generational software company and a market capable of producing a $10B+ business.

Every decision we've made since day one has been with that horizon in mind. We're not optimizing for the next quarter or even the next year. We're building the company we hope to still be leading a decade from now.

Looking Ahead

This funding allows us to move faster. We'll continue investing aggressively in our product, expanding our team, and partnering with more organizations that are ready to embrace this new model.

We're deeply grateful to our customers for trusting us early, to our team for building with extraordinary speed and ambition, and to Yoni, Lightspeed, and everyone who believed in this vision before it was obvious.

We're still at the very beginning.

We believe the next decade of enterprise software won't be defined by better request and ticketing systems. It will be defined by software that understands requests, takes action, and resolves work autonomously.

That's the future we're building at Harmony.