The AI Assistant That Remembers Your Dog’s Vet Visit And Might Just Fix Customer Service
Staff Writer • 2025-07-27
Most people don’t hate companies. They hate the customer support. Long wait times, robotic scripts, and the infuriating “please hold” loop are costing businesses billions in churn every year. And while companies race to deploy chatbots in a bid to modernize, most still treat customers like tickets, not people. Brian Kenny, co-founder and CEO of Momntum, thinks it doesn’t have to be this way. On a recent episode of the Stonks Go Moon Podcast, Kenny laid out a different vision: customer service rebuilt from the ground up—not just with generative AI, but with emotional intelligence at its core. At the heart of Momntum’s solution is Leila, a multilingual AI assistant trained not just on data, but on intent, tone, and trust. She’s not just answering questions. She’s remembering your last appointment. She’s following up about your dog. She’s building relationships. “We train Leila in order to build a bond or a relationship with that customer based on the business's goals,” Kenny said. “Instead of solving a ticket, we’re aiming to maximize lifetime value.” That philosophy is embedded into what Momntum calls its Relationship Language Model (RLM). It leverages foundational LLMs like GPT—but layers in deep business-specific training. It’s a hybrid approach that lets Leila understand not just what the customer is asking, but how they like to be spoken to. Kenny recounted a story where a customer had to cancel an appointment to take her dog to the vet. Months later, when she rebooked, Leila’s first message was: “How’s your dog?” “That’s the kind of experience that makes people stay,” Kenny said. The results speak for themselves. Clinics like SISU, one of Momntum’s early adopters, have seen “insane ROI” from deploying Leila across their customer channels, Kenny said. With locations in Miami, the UK, and Ireland—and a highly varied service offering—SISU needed more than a static chatbot. They needed a multilingual, emotionally aware assistant that could handle late-night inquiries, WhatsApp messages, and nuanced medical questions. But Kenny is quick to push back on the narrative that AI is replacing people. “We believe AI has this superpower to help keep the customer service and experience within the business,” he said. “It’s a tool to enable human support—not remove it.” Data privacy is another pillar. Momntum ensures that all customer interactions stay within their own infrastructure, and that no third-party AI models train on any client data. According to Kenny, any temporary threads with external models are disposed of after use, with strict deletion protocols in place. Momntum also builds guardrails into every layer of the system. Even if Leila integrates with APIs to pull appointment data or clinic schedules, she can’t access sensitive information without explicit customer authentication—think 2FA and SMS verification. “There’s trust and responsibility that needs to be built into this space,” Kenny said. “If she ever starts to push outside of the boundaries she’s allowed to operate in, she’s automatically shut down.” As for what’s next? Kenny says the focus is twofold: expanding Leila’s emotional fluency and targeting high-touch service industries—think airlines, automotive, and health and beauty. The ultimate goal? An AI assistant that doesn’t just talk like a human, but remembers you like one. And that might be what finally makes customer service… bearable.
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