Puzzel has announced the imminent acquisition of omnichannel conversational AI specialist, SupWiz.
The move is part of Puzzel’s overall vision of capitalizing on the potential of AI in the customer experience space.
SupWiz’s enterprise-grade platform boasts a significant number of “unique” AI and chatbot capabilities, which the companies claim will fit “seamlessly” into Puzzel’s existing CX platform.
Chief amongst these features is SupWiz’s ability to deploy and combine multiple types of AI as part of the company’s comprehensive tech stack. This allows businesses to manage AI applications easily through a user-friendly interface that doesn’t require coding knowledge.
The potential of SupWiz’s AI infrastructure was discussed by Frederic Laziou, CEO of Puzzel:
With SupWiz, we will bring the latest and most exciting AI technology to our customers’ fingertips, with a strong focus on security and compliance, helping them automate large numbers of inbound requests and increasing first contact resolution as well as time to resolution.
“This helps agents focus on the most complex requests, while getting customers the results they need fast.”
So, let’s take a closer look at some of the features mentioned by Laziou.
SupWiz’s Bag of Tricks
Outside of SupWiz’s AI innovations, the two companies also outlined the following features as being integral to the deal:
Intelligent Self-Learning and Data Security
SupWiz’s platform uses intelligent self-learning by analyzing interactions between users, bots, and agents.
This method allows the system to continuously improve while ensuring data security.
Multilingual Capabilities
Puzzel will benefit from SupWiz’s ability to understand native language in multiple languages, enabling users to communicate with customers in their preferred language for a better and clearer experience.
Compliance and Explainability
Another strong aspect of SupWiz’s offering is its prioritization of compliance and transparency, which offers organizations control over automated communication while ensuring data security.
The company’s solutions use advanced encryption methods, following industry best practices for data protection.
In discussing the acquisition of the company, Stephen Alstrup, CEO and Co-Founder of SupWiz, outlined his vision for the future of the two tech firms:
“As interest in AI has continued to grow, we have been working on building a ground-breaking AI platform, specifically geared to the needs of CX leaders, enabling them to automate and optimize customer service and support.
Together with Puzzel, we will scale to bring our CX technology to every leading organization in Europe.
More on Puzzel’s CX Platform from Chief Product Officer Thomas Rødseth
In a recent interview with CX Today’s Susie Harrison as part of the Big CX Update, Thomas Rødseth – Chief Product Officer at Puzzel – provided some more insights about the company’s CX platform
Rødseth explained how the platform integrates both assisted and self-service capabilities into a single solution.
While he acknowledges the ubiquitous nature of AI within the customer service and experience space at present, the CPO believes a lot of companies are overlooking the true beenfit of the technology.
“As you obviously know there is a lot of talk about self-service from the AI perspective, but we believe that the big benefit is if you are able to inject the new technologies like AI and so forth into both the self-service capabilities and things like WFM,” he explains.
The same goes for things like case management, email service and also the classic contact center with its routing capabilities and agent features.
Rødseth claims that by consolidating these elements, Puzzel is able to offer unified reporting and comprehensive end-to-end customer journey management within a single platform.
