Dialpad Acquires Kare Knowledgeware to Elevate Customer and Agent Experience Through Deep Search and Data Organization
Dialpad Inc., the industry leader in AI-powered communication and collaboration, announced its acquisition of Kare Knowledgeware, a customer experience (CX) platform that optimizes workflow orchestration, knowledge management, analytics and business intelligence. The acquisition and integration of Kare Knowledgeware into Dialpad Contact Center broadens the application of artificial intelligence (AI) and natural language processing (NLP) throughout the Dialpad platform to enable conversational AI and elevate both the customer and agent experience.
“Dialpad is thrilled to welcome Kare Knowledgeware for both its innovative technology and incredibly talented workforce,” said Craig Walker, CEO, Dialpad. “Kare Knowledgeware and Dialpad have very similar DNA, with a passion to pursue the vast possibilities of AI, turn them into reality and leverage the power of AI to revolutionize the CX industry.”
Kare Knowledgeware improves self-service functionality by organizing unstructured data and automating responses to common customer inquiries, analyzing and administering crucial insight from traffic to drive strategic business decisions. The application of Kare Knowledgeware technology can resolve inbound support traffic handled by Kare by up to 95% and significantly increase online revenue through self-service.
“Dialpad’s acquisition of Kare Knowledgeware addresses the key innovations happening as companies transform their customer experience strategies,” said Robin Gareiss, CEO and Principal Analyst of Metrigy. “In our research, the top CX transformation project among 57% of successful companies is investing in self-service capabilities. When companies use AI-enabled, self-service tools like Kare’s, they see a 40% growth in revenue and a 51% improvement in agent efficiency. This is a very powerful acquisition, given all the AI, analytics, and automation capabilities that will complement Dialpad’s current offering.”
Dialpad is investing heavily in self-service functionality and conversational AI to proactively and promptly address customer questions before they escalate to the support-call level with a live agent. The Dialpad-Kare self-service solution will utilize AI and Robotic Process Automation (RPA) to contextually bring websites and knowledge bases to life through AI-powered customer and agent real-time assistance, addressing common customer inquiries with readily-available resources. The Dialpad-Kare solution will recognize more complex issues and automatically route these interactions to live agents, as needed. The application of AI and NLP to animate a company’s knowledge bases positively impacts agent turnover by reducing inbound traffic pressure and placing valuable support data and recommendations at agents’ fingertips.
While the live-agent interaction progresses, Dialpad-Kare will scan and mine the company’s knowledge bases to provide real-time on-screen recommendations to the agent. The seamless integration with Dialpad Contact Center and Voice Intelligence (Vi), offering live transcriptions and a searchable archive of every call, augments and amplifies agent skill levels to make a difficult job easier and create optimal customer interactions. With Dialpad-Kare technology reducing average hold time, improving operational efficiency through self-service and upleveling agent proficiency, callers benefit from a streamlined customer experience due to increased agent availability and effectiveness.
“The Kare Knowledgeware team is excited to join Dialpad, a fast-rising organization dedicated to radically transforming digital customer experiences,” said Tim Porter, Founder and CEO, Kare Knowledgeware. “The unified communication and CX markets are ripe environments for innovation and we look forward to driving both of these industries forward as a key part of Dialpad.”
Kare Knowledgeware capabilities will operate seamlessly within the Dialpad platform, providing a truly unified Communications as a Service (TruCaaS) experience. With a TruCaaS solution delivered through a single pane of glass, and customer engagement all on one cohesive platform with AI at its core, Dialpad helps companies simplify business communications and collaboration. As the industry leader in AI-powered communication and collaboration, Dialpad is a complete, modern communications platform built on a split cloud architecture for unmatched security, reliability, voice quality, and flexibility. Simple to deploy, available on any device and backed up with Vi, Dialpad improves communication between employees, customers, and business partners working from anywhere.
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