Kustomer Acquires Reply.ai to Deepen Intelligent Automation Capabilities

Kustomer Acquires Reply.ai TW

Here at Kustomer, we believe artificial intelligence plays an essential role in helping companies scale customer service and efficiently deliver exceptional results. And we aren’t alone. Gartner predicts that 72% of customer interactions will involve technology such as machine learning and chatbots by 2022. That’s why we are excited to share that Kustomer is acquiring Reply.ai to deliver even deeper intelligent self-service and agent assistance to our customers.

As a long-time partner of Kustomer, Reply is able to seamlessly integrate their tools into the Kustomer platform and help brands efficiently scale without compromising quality of service. The partnership furthers our commitment to integrating Kustomer IQ, our artificial intelligence engine, throughout the customer journey, while providing some powerful benefits to businesses and customers.

Reply is ranked as one of Forrester’s Top 10 AI Providers for Customer Service Automation, leveraging sophisticated machine learning models to power incredibly accurate self-service chatbots and deflection tools. With an astounding 40% average deflection rate, Reply, now a part of Kustomer IQ, can successfully resolve nearly half of all initial customer communications without the need for live interaction with a service agent. And with 67% of customers preferring self-service over talking to a company representative, deflection tools are not only a win for businesses, but also for customers.

With Reply now a part of Kustomer IQ, our customers will save thousands of hours spent answering simple questions, so they can focus on the most important cases that have a much larger impact on business and loyalty. At a time when customer service teams are being asked to do more with less, our suite of AI tools can tackle your growing queue of inquiries around the clock, while drastically minimizing costs.

We are so excited to welcome co-founders Omar and Pablo Pera, and the entire Reply team of world class data scientists and engineers to the Kustomer Krew. With Reply’s engineering offices in Madrid, this acquisition will also expand our presence in Europe and accelerate our growth in the region.

It goes without saying that we’ve always been committed to revolutionizing customer service. Today’s acquisition of Reply marks one more step in that journey.
 

What Customers Can Now Expect From Kustomer IQ

Chatbots

Built within Reply’s natural language processing engine, these best-in-class chatbots feature visual flow builders and templates for easy one-time creation and deployment across multiple channels and languages, providing effortless experiences by connecting customers to the right information.


 

Knowledge Base Deflection

An enhanced deflection widget can be embedded in forms, email, and chat, and features a powerful information retrieval system in which a semantic search engine and answer extractor not only provide relevant articles and content, but the exact answer to a question.


 

API Access

The platform can plug into third-party APIs to leverage a company’s most critical customer data points when deflecting. For example: a chatbot can answer the question “where is my order” or “when does my policy expire”.
 

Agent Assistance

Relevant answers and subsequent actions can be suggested to agents based on historical behavior, user text and conversation context. Actions include routing or auto-tagging conversations, as well as responding with relevant templated content.


 

Analytics Dashboard

Deflection success rates are measured and chatbot behavior can be evaluated, with functionality to support custom events, set conversion goals and segment audiences.

With Kustomer and Reply now joining forces, we are excited to announce the immediate availability of Kustomer IQ Plus, delivering new ways to interact with customers through chatbots and sophisticated AI capabilities. Please get in touch to learn how to get started or watch our latest ondemand webinar.