Dialpad has acquired customer experience analytics platform Kare Knowledgeware.
London-based Kare specialises in the optimisation of workflow orchestration, knowledge management and business intelligence.
Kare will be integrated into Dialpad Contact Center, broadening the use of artificial intelligence and natural language processing across the Dialpad platform.
Craig Walker, CEO at Dialpad, said: “Dialpad is thrilled to welcome Kare Knowledgeware for both its innovative technology and incredibly talented workforce.
“Kare Knowledgeware and Dialpad have very similar DNA, with a passion to pursue the vast possibilities of AI, turn them into reality and leverage the power of AI to revolutionize the CX industry”
Dialpad said that it is investing heavily in self-service functionality, something that Kare optimises by organising unstructured data and automating responses to common queries.
The new offering, Dialpad-Kare will use AI and robotic process automation to bring relevant websites and knowledge bases, as well as real-time assistance, to agents and customers. More complex issues are automatically routed directly to agents.
The ultimate aim is to reduce pressure on agents by handling commonly asked query which, in turn, will reduce hold time for customers.
Tim Porter, CEO of Kare Knowledgeware, said: “The Kare Knowledgeware team is excited to join Dialpad, a fast-rising organization dedicated to radically transforming digital customer experiences,”
“The unified communication and CX markets are ripe environments for innovation and we look forward to driving both of these industries forward as a key part of Dialpad.”
