Uniphore has acquired Colabo, the knowledge automation solution that harnesses AI to dig up new contact center insights.
The solution draws these from both structured and unstructured data sources, often presenting them in graphs to visualize critical learnings.
Interestingly, many of these insights can enhance conversational AI solutions – like those offered by Uniphore. For example, it can understand customer intent, predict the next best action, and surface relevant knowledge sources.
By presenting these knowledge sources to human agents – as they interact with customers – Uniphore may also bolster its real-time agent guidance solutions.
Excited by such a prospect, Umesh Sachdev, co-founder and CEO of Uniphore, said:
This acquisition brings together unique capabilities to arm enterprises with new tools that provide a quick resolution to consumer queries and empower agents with real-time, actionable information.
Currently, the Uniphore platform combines conversational AI, workflow automation, and RPA to mechanize processes, transform CX, and improve operational efficiencies.
By adding additional intelligence to these solutions and driving insights from unstructured data, the acquisition may allow Uniphore customers to automate more complex contacts and workflows.
The newfound insights may also enable greater personalization across the end-to-end customer journey. From its beginnings, Colabo had the intention to create such a solution. Now, Yoav Dembak, co-founder & CEO of Colabo, believes they have achieved precisely that. He added:
Today, I am proud to say we… will be taking our vision even further by integrating into Uniphore’s conversational AI and automation platform, bringing rigor and best-of-breed agility and accuracy to every contact center inquiry.
Interestingly, Colabo is another no-code solution that Uniphore adds to its portfolio, like its acquisition of Jacada in 2021 – underscoring its aim to increase the usability of contact center AI.
Such a differentiator is perhaps why Uniphore is – as of February 2022 – valued at $2.5B.
Upon achieving this valuation, the vendor announced plans to enhance the voice, computer vision, and tonal emotion capabilities of its conversational AI.
