Customer Engagement Specialist Khoros Acquired

In Austin, Texas, software firm IgniteTech has announced the acquisition of Khoros, a customer engagement platform.

Khoros' platform enables brands to connect with customers throughout their entire digital journey - including across digital contact centers, messaging, chat, online brand communities, CX analytics, and social media management. IgniteTech, which also bought KM platform AnswerHub in 2022, has spent the last year launching new products Eloquens AI and MyPersonas, and 'ground-up' integrating AI throughout its offer.

IgniteTech says it will now integrate its AI technologies across the Khoros platform, including its Communities, Service and Social Media Management functions. To start with, Khoros Communities will add AI Expert Help, cutting response times from hours to minutes; AI Discovery Defender, which ensures community content remains discoverable by AI systems; AI Brand Defender, which monitors what AI systems say about a brand and corrects misinformation; and AI Community Orchestration, providing AI tools working alongside community managers to generate content, moderate interactions, analyze sentiment and identify actionable insights including engagement opportunities. Khoros Service (previously known as Khoros Care) will add the Brand Intelligence Suite - described as a complete solution for digital brand management; AI Brand Care Expert, which routes high-risk interactions to humans while handling routine inquiries itself; AI Social Pulse Monitor, which surfaces hidden trends to spot emerging issues early; and the AI Creator Intelligence System, which promises to identify ideal creator partnerships 'based on authentic alignment rather than superficial metrics.'

Eric Vaughan, CEO of IgniteTech says this process will 'transform the Khoros Communities and Khoros Service product lines, helping brands maintain control over their narrative.' Khoros Chief Executive Chris Tranquill (pictured) adds: 'Our customers have built valuable communities and brand care programs now challenged by AI answer engines. By joining the IgniteTech family, they'll gain critical competitive advantages as slower-adoptive competitors see their digital investments lose relevance and value in the AI-first world.'

Web sites: www.ignitetech.ai and www.khoros.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.