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Khoros acquires Flow.ai

January 28, 2021 /

Khoros, a provider of digital-first customer engagement software, announced that it has acquired Flow.ai, a conversational AI platform for designing and managing chatbots. Adding Flow.ai’s technology advances Khoros’ conversational AI and machine learning (ML) capabilities, data science expertise, and reflects the Company’s continued investment in the automation framework that powers Khoros’ customer engagement platform. Khoros currently offers its customer-facing chatbot, Khoros Bot, as a fully developed, ready-to-use service that easily integrates with its digital customer care solution, Khoros Care. With Flow.ai, Khoros will extend the AI/ML capabilities available to brands for greater self-service and operational agility.

With the open APIs available in Khoros’ automation framework, the Company remains “bot agnostic” and will continue to enable brands to integrate with any third-party bot provider. The Company also offers expert guidance on bot strategy through Khoros’ Strategic Services team, who can help brands identify the steps in the customer journey that are best suited for automation and how to maximize the satisfaction and ROI of those experiences.

https://khoros.com/platform/ai-ml, https://flow.ai

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Xerox expands software portfolio with CareAR

January 28, 2021 /

Xerox Holdings Corporation expanded its growing software portfolio with the acquisition of CareAR, an augmented reality support platform company that provides real-time access to expertise for customers, employees, and field workers. With CareAR software, remote agents and experts can virtually see the situation and visually guide a solution using a suite of augmented reality tools via desktop, mobile, and smart glass devices, as if they were in-person. Many field service on-site calls require remote expert assistance to resolve issues but cannot effectively communicate the context of the situation. This causes delays, creating negative customer perception while risking loyalty and retention. CareAR is the latest addition to a series of solutions Xerox has launched to provide digital transformation tools to customers. These include automation and centralization solutions like DocuShare, a content management platform providing tools to automate processes and support cloud-enabled digital transformation; and XMPie, a flexible technology that allows customization and personalization of assets across customer touchpoints, both online and offline, for full marketing campaign integration.

https://www.xerox.com

SOCi releases listening tool for multi-location businesses

January 28, 2021 /

SOCi, an all-in-one marketing platform built for multi-location marketers, announced the availability of its new listening solution in its localized marketing stack. In today’s digital and local landscape, conversations are happening across hundreds or thousands of national and local digital pages. SOCi Listening enables multi-location marketers and local managers alike to surface and manage these conversations, discover user-generated content, identify social selling opportunities, monitor competitive insights, and deliver a positive customer care experience at every location. Most brand conversations are not directed at the business or even happening on the business’s page. Whether the conversation is a positive one that could benefit the local business, or a negative one that could go viral and impact the entire brand, each conversation carries the potential to affect business. Yet most brands, especially at the local level, lack the visibility into these conversations and with it, the ability to engage consumers and customers at scale when it means the most.

https://www.meetsoci.com

Episerver rebrands as Optimizely

January 27, 2021 /

Episerver announced it has rebranded to Optimizely, following its acquisition of the business last year. Rooted in a heritage as a customer-centric digital experience platform (DXP), the new brand reflects the innovation potential of digital experiences with a data-driven, digital-first approach to empower people to unlock digital potential to create and optimize excellent experiences. Optimizely now offers a stronger combination of user and site level data, tied with omni-channel experimentation insights, giving marketers, merchandisers and developers advanced analytics to understand what is happening in each experience as well as how to continually optimize it. Also announced, Optimizely is launching Optimization-as-a-Service. This new offering combines targeting, testing and recommendations, bringing together the solutions from Optimizely Web and Episerver Content Recommendations. Partners like Perficient, Rightpoint and Kin + Carta are expanding their practices to offer optimization. Over the course of 2021 Optimizely will launch content-as-as-service, a headless DXP with authoring and editing capabilities.

https://www.episerver.com/company/press-room/episerver-reintroduces-itself-as-optimizely

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Algolia acquires MorphL

January 26, 2021 /

Algolia, a Search-as-a-Service company, announced that it has acquired MorphL, a Google Digital News Initiative-funded startup, to help power Algolia’s new AI offering. This new suite of API-based Artificial Intelligence (AI) and Machine Learning (ML) models enables developers, data scientists, and marketers to predict users’ intent, personalize online experiences, and create targeted offers. Applying AI to every point in a user’s journey can be complex. Historically, developers’, data scientists’, and marketers’ options have been limited to a reliance on either “opaque” proprietary or open source offerings, or to build their own models from scratch, which could take several weeks or months. Algolia’s AI offering simplifies the ability to understand users’ intent so that it is possible to personalize experiences and offers, even from “first visit” and “first search.”

This acquisition extends Algolia’s intelligent search APIs, with recommendations and user behavior models all along the customer journey, so companies can deliver intent-based experiences and iterate quickly in response to market trends and user propensity profiles. It also allows them to leverage their market knowledge to manage and tune the entire experience.

https://www.algolia.com/products/ai-studio

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Pryon launches natural language processing (NLP) platform

January 26, 2021 /

Pryon, an artificial intelligence (AI) company focused on enterprise knowledge, launched an automated natural language processing (NLP) platform that allows companies to add no-code AI capabilities to initiatives without professional services or special skills. Pryon’s ease of use allows teams to quickly prototype and deploy NLP projects without significant upfront commitments or planning cycles. This release of Pryon’s AI platform provides NLP that reads, organizes, and retrieves information. It can process repositories of documents, communications, intranet content, transcripts, and web pages in minutes. It then delivers results to natural language questions through text or voice interactions in an instant.

Today’s AI assistants and chatbots can only respond to a limited set of requests. In addition, search results require too much work by users to find relevant information. Pryon’s AI enables both a better understanding of requests as well as more accurate responses. With Pryon, companies can easily and quickly extend existing assistants and chatbots to answer millions of questions. They can also enhance search capabilities to deliver results from inside source documents along with additional context. Pryon’s fully automated NLP platform is now available as a cloud-based offering for enterprise customers.

https://blog.pryon.com/2021/01/26/pryon-launches-fully-automated-natural-language-processing-nlp-platform-for-the-enterprise/

Bloomreach acquires Exponea

January 26, 2021 /

Bloomreach announced its acquisition of Exponea, a Customer Data and Experience Platform (CDXP). Bloomreach also announced an investment of $150 million from Sixth Street Growth to fuel the growth of its digital commerce experience platform (brX).

Bloomreach’s e-commerce search and content services combined with Exponea’s customer data platform and marketing automation will create an integrated product and customer data platform. This combination accelerates the speed of execution for businesses to create, personalize, and optimize commerce experiences and accelerate revenue growth for both B2C and B2B brands.

The combination of Bloomreach and Exponea will deliver a commerce experience platform that unifies the full spectrum of customer and product data for Bloomreach’s real-time, AI-based recommendations, and actions that allow clients to drive purchases and loyalty. Further, Exponea’s experience in consumer data, privacy, and security ensures that current and future customers can securely access and manage this combination of data.

https://www.bloomreach.com/en/news/2021/bloomreach-poised-to-be-the-next-e-commerce-saas-unicorn-with-acquisition-of-exponea.html, https://exponea.com

Twitter acquires Revue

January 26, 2021 /

From the Twitter blog…

Twitter has acquired Revue, a service that makes it free and easy for anyone to start and publish editorial newsletters. Revue will accelerate our work to help people stay informed about their interests while giving all types of writers a way to monetize their audience – whether it’s through the one they built at a publication, their website, on Twitter, or elsewhere. Many writers and publishers have built their brand on Twitter. Our goal is to make it easy for them to connect with their subscribers, while also helping readers better discover writers and their content. We’re imagining a lot of ways to do this within Twitter.

Bringing Revue to Twitter will help writers grow their paid subscribers while also incentivizing them to produce engaging and relevant content that drives conversations on Twitter. Starting today, we’re making Revue’s Pro features free for all accounts and lowering the paid newsletter fee to 5%, a competitive rate that lets writers keep more of the revenue generated from subscriptions. We will continue to invest in Revue as a standalone service, and its team will remain focused on improving the ways writers create their newsletters, build their audience and get paid for their work. We’re also expanding their team and hiring for key roles across engineering, design, research and data science.

https://blog.twitter.com/en_us/topics/company/2021/making-twitter-a-better-home-for-writers.html

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