Khoros: Game-changing AI to Drive Hyper-personalised CX

New capabilities across its digital-first customer engagement platform announced 

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Game-changing AI to Drive Hyper-personalised CX 
WFOLatest News

Published: May 25, 2021

Carly Read

Khoros has announced its 2021 Spring Innovation Release, which features exciting new capabilities across the platform such as AI-powered tools for safer, smarter online communities, easier-to-access customer insights, and seamless workflows for paid and organic social media efforts. 

The features bring a whole new state of play to workforce optimisation, text analytics, CRM and feedback/VoC (Voice of the Customer) and include in detail:  

  • Enhanced automation framework in Engagement ManagerKhoros Engagement Manager is unique technology that enables brands to work more efficiently by simplifying and enhancing employee responses to any and all digital channels — owned or public. Engagement Manager can seamlessly escalate posts to private messaging sessions with agents, detect warranty status from CRM integration, suggest popular responses to questions, and more 
  • Protection against offensive content: Khoros partnered with Samurai Labs — an AI firm dedicated to preventing online violence — to build natural language processing (NLP) and machine learning (ML) to detect and reject or approve posts based on content automatically. Offensive content is then automatically removed from communities without exposing moderators to this stressful material, ultimately creating healthier and more positive communities 
  • Ads executionKhoros is empowering social media marketers to work more efficiently with the release of ads execution for Facebook and Instagram in Khoros Marketing, at no additional cost or programmatic fees. Seamlessly switch between creating and publishing organic and paid content, with the ability to promote content and create ads using exciting campaigns and ad sets 
  • Natural language processing (NLP)-powered AI: Khoros Intelligence is now more powerful with NLP-powered theming to give marketers faster, better insight into conversations happening on social media 
  • Partnership with TalkwalkerKhoros expanded its roster of listening partnerships through a new relationship with TalkwalkerTalkwalker is a leading listening and analytics tool delivering real-time insights across 187 languages on all social media channels and online media 
  • CX Insights on-the-goKhoros CX Insights is now available via mobile app for Android and iOS devices to give you insights wherever, whenever 

Sejal Amin, CTO at Khoros, said: “At Khoros, we understand the power of building strong digital relationships with customers. The interactions and insights from these relationships have become critical to business growth and improving CX and were a focal point in our Spring Innovation Release. 

“Today, we’re proud to launch new technology across our platform that enables companies to enhance their customer relationships with new technology that fosters healthy digital communities, more efficient collaboration, and quicker CX insights to create customers for life.” 

 

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