Khoros has launched brand new AI and messaging capabilities as part of its 2021 Autumn Innovation Release.
The features, which offers omni-channel engagement for agents and customers, follow a study from CCW that found just 18% of contact centres offer a seamless experience on all channels.
Additional new features include:
- Zoom integration: For the first time ever, brands can now host public Zoom events and webinars or private meetings directly from their brand-owned community
- Private chat escalation: This proprietary Khoros feature allows communities to automatically or manually escalate posts into private messages to better support customer needs
- Secure forms in messaging: Offers a safe path to purchase, without leaving the conversation. With this capability, Khoros customers can now build secure forms that are PCI- and HIPAA-compliant
- No-code chatbots: Enables simple building and management of conversational AI — with no coding — to increase efficiency for agents and reduce customer resolution time
Sejal Amin, Chief Product and Technology Officer at Khoros, said: “As customers demand more convenience and trust, brands must manage digital acceleration and opportunity — and Khoros is here to help, with a powerful new paradigm to manage costs and increase revenue across the digital service funnel.
“With this latest release, we’re proud to empower digital frontline workers and AI working on their behalf to deliver better, secure customer experiences.”
The new features come after the digital-first customer engagement software and services company announced that it has been named a Leader in the Forrester Wave: Social Suites, Q3 2021 report.
The report read: “Khoros’ deep capabilities in customer care and brand communities set it apart from other vendors in this space. […] Customer references praised the vendor’s ‘fantastic’ and ‘phenomenal’ account management, emphasizing its strength as a partner. For enterprises with diverse needs across departments that don’t necessarily have shared goals, Khoros is a good fit.”
The report evaluated the nine most significant Social Suites providers on 36 criteria across three categories — current offering, strategy, and market presence. Khoros received the highest score in the strategy category and the highest scores possible in 12 criteria, including social customer response, social organic publishing, product vision, revenue, and more.
More to follow…
