Conversation Analytics Platform Summatti Acquired

Customer operations outsourcing specialist PartnerHero has acquired conversation intelligence platform Summatti for an undisclosed sum.

Canada-based Summatti has developed an AI-powered conversation analytics platform for customer experience (CX) teams, automating the process of conversation review and delivery of real-time insights. Users can identify issues, predict escalations and take actions to improve customer experience. The technology claims to enable analysis of 100% of customer interactions, to drive customer satisfaction and NPS scores that automatically track agent performance.

Summatti's founders Sid and Rashmi Bhambhani will join PartnerHero.

Piras Thiyagarajan (pictured), Chief Digital Officer at PartnerHero, comments: 'The customer support industry has focused a lot on how AI can replicate and replace the work agents do. We think AI can augment and enhance how humans interact with one another, and will use Summatti's conversation analytics capabilities to expose customer insights and influence business health in a way that hasn't been broadly accessible before'.

Web sites: www.partnerhero.com and www.summatti.com .