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.
 

Platform Improvements, Channel Updates, Integrations, and more

Product Update

Our engineering and product teams have been busy launching new features, adding new integrations, and making your top requests a reality. Here are the highlights of what we’ve added in this past quarter, in case you missed any.

Queues and Routing

Kustomer is happy to announce our brand new, enterprise-grade queueing and routing feature. Queues are integral to managing high-volume contact centers, and for good reasons. Queues enable contact centers to monitor their inbound traffic in real-time and optimize the wait time in the queue. Kustomer has adopted this model for the omnichannel world. Now organizations can create queues according to their business priorities across channels, assign queues to teams, and have full visibility into the real-time status of the queues and agents’ capacity. Read more in our blog post.

Platform Improvements

Inbound Messages Heatmap

Check out our new report that will help you better understand the volume of inbound messages that your teams are handling, and which time of the week has the highest volume. You can also filter the report by specific Teams and Channels to further segment inbound messages.

Team Mentions

You can now mention entire teams in a note! Mentioning a team is just as easy as mentioning a user- simply type the @ sign and type a team’s name.

Sending a team mention in a note will notify all members of that team that they have been mentioned. Clicking the notification will link them back the conversation in which they were mentioned.

SAML 2.0 Integration

For many organizations, the usage of a SAML provider is key to providing easy access to all necessary systems for their employees. We’re happy to announce that you can now add Kustomer to that list of systems which can be accessed by your SAML provider.

For customers in our Ultimate Tier, you’ll be able to create an App within your SAML provider and tie it to your Kustomer account. Once set up a “Sign in with SAML” option will appear on the login screen for your users.

Channel Updates

Knowledge Base Image Upload

We’ve added the ability to upload images directly to articles within your Knowledge Base. Images can be hosted on Kustomer media library or on an external URL. When uploading images, you can either browse your computer or easily drag and drop right into the upload area.

That’s it for product updates this quarter, follow @Kustomer on social media for to-the-minute updates of our new features and integrations!

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