In September 2024, Hurricane Helene flooded Baxter International’s plant in Marion, North Carolina, which produced 60% of the nation’s IV fluids. Within a week, more than 80% of U.S. healthcare organizations reported shortages. One plant, one flood, one week.
That disruption made headlines. Most don’t. Eighty-five million packages arrived damaged in the U.S. in 2024, up 30% from the prior year, costing businesses $4 billion.
Sean McCarthy saw those failures accumulate during his years at Amazon Shipping, where he was one of the early hires. The investigation process never varied. Query the warehouse management system, often two decades old. Cross-reference the carrier portal. Call the driver, who doesn’t pick up. File a claim: seventeen fields. Four hours pass. Sometimes the problem gets solved.
The obstacle was fragmentation. A single shipment can touch 40 to 60 processes across multiple vendors. Connecting them would mean hundreds of bespoke integrations. The project never got funded.
Sean partnered with Henry Ou, who led ML teams at Apple and built ranking systems at ByteDance. Together they founded BackOps, which deploys AI agents that read emails, click through portals, call drivers, and file claims. When a customer reports a problem, BackOps traces it across every system involved, escalating to a human only when a judgment call is required.
We’re leading BackOps’s $26 million Series A.
The product works in two stages. Employees record their screens while solving problems; BackOps converts those recordings into automated workflows. Then Relay, the automation engine, runs continuously: filing claims, initiating reshipments, responding to customers.
Customers report 93% faster response times and 60% time savings. BackOps files 100% of eligible carrier claims automatically. The platform serves a top global automaker, a leading retailer, major grocery chains, and industrial suppliers.
Sean and Henry are targeting a $3.5 billion market growing 13% annually. The bet: AI agents can connect systems that were never designed to talk to each other. So far, the connections hold.
If you’d like to learn more, reach out to Sean.