Unless is accelerating innovation with AI in highly regulated sectors

The Amsterdam-based software company Unless provides an AI customer service agent for highly regulated markets, such as the financial sector and healthcare. In such environments, AI solutions are subject to strict compliance requirements and can be difficult to roll out. Not if Unless has anything to say about it: the company aims to make AI-driven innovation possible in these sectors as well.

We spoke with Sander Nagtegaal (CEO) about new technology in regulated markets and the reason for participating in the Breaking Barriers program.

“Many companies that use large language models [such as ChatGPT and Claude] are, without realizing it, on thin ice. Experiments with AI applications seem to work just fine, but when they actually want to put them into use, the compliance department raises the alarm. That’s when things come to a standstill. We take the pressure off our clients in this area; our solution complies with requirements such as the GDPR [the European privacy law], DORA [European rules for digital resilience in the financial sector], and the EU AI Act [the European AI regulation].”

The great thing about Breaking Barriers is that it uses quantitative goals.

Sander Nagtegaal, CEO of Unless

Integration with legacy systems

Unless’s customer agent supports the entire customer journey—acquisition, retention, expansion, and support—and debunks a widespread misconception. “Many companies think they need to replace their entire IT stack [an organization’s entire suite of software and systems] to innovate with AI, but that’s not necessary,” says Nagtegaal. “Our agent integrates with legacy systems [outdated IT that is difficult to replace], ticketing software [systems that record and handle customer inquiries], and CRMs [customer relationship management systems]. It functions as a component embedded within the existing IT infrastructure. It’s not about access to data. It’s about access to APIs.”

Tapping into new markets

Unless excels above all in product development; customers report a 40 to 80% reduction in ticket volumes. Expanding beyond its existing customer base, however, is a different story. “As a small company, you simply don’t have enough people to serve customers and actively tap into new markets at the same time. That’s why Unless is now leveraging the Breaking Barriers network to grow.”

Judging by Results

Nagtegaal really likes the way the program operates. “We become part of a network that includes companies with specializations that are useful to us, such as go-to-market strategies for AI and tech companies. We can leverage those kinds of partners to develop an effective growth strategy and test it in practice. Because the great thing about Breaking Barriers is that it uses fairly quantitative objectives. I really enjoy working that way, because it means you’re also held accountable based on the results you achieve.”

About AiNed Breaking Barriers

Breaking Barriers helps Dutch AI startups accelerate their growth. The program opens doors to investors, mentors, companies, government agencies, and international markets. Breaking Barriers is part of the National Growth Fund’s AiNed program and is coordinated by AIC4NL.

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