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AI-powered buyer expertise specialist Inbenta has acquired digital adoption platform Horizn.
Inbenta will combine Horizn’s embeddable interactive product demos into its platform.
Horizn has received Finovate’s Better of Present award 5 occasions, most just lately at FinovateFall final September.
AI-powered buyer expertise platform Inbenta has acquired digital adoption platform Horizn. Phrases of the transaction weren’t disclosed.
Inbenta CEO Melissa Solis referred to the acquisition as a part of the corporate’s dedication to serving to companies decrease customer support prices, develop gross sales, and improve the shopper expertise usually. Inbenta’s platform leverages pure language processing, neuro-symbolic AI, and Generative AI throughout 4 digital communications modules – Chatbot, Data, Search, and Messenger. These modules allow the platform to ship complete, configurable options for companies in verticals from monetary providers and ecommerce to telecom and utilities.
The combination of Horizn’s know-how, specifically the corporate’s embeddable interactive product demos, will improve Inbenta’s platform in numerous methods. Along with making worker coaching more practical and additional enhancing the shopper expertise, the combination may also assist cut back agent escalation. Horizn’s know-how has lowered agent escalations in favor of self-service in 80% of circumstances.
“Everybody is aware of how useful and time-saving a tutorial could be when offered in a straightforward to know, visible format,” Solis stated. “At Inbenta, buyer expertise is on the heart of all the things we do – it was solely pure that product demo capabilities needs to be included inside our buyer expertise platform.”
Based in 2012, Horizn has partnered with greater than 40 monetary establishments all over the world. This contains among the largest banks like Wells Fargo and RBC, in addition to regional and group banks. A Finovate alum since 2017, Horizn has received Better of Present on 5 completely different events. The Toronto, Canada-based firm most just lately took dwelling prime honors with its demo at FinovateFall final September.
“By buying Horizn, Inbenta has expanded the variety of buyer expertise touchpoints that it might supply, setting itself aside from the trade’s text-reliant majority,” Horizn co-founder and CEO Janice Diner stated. “All the Horizn crew is worked up about this subsequent stage of affect and innovation and appears ahead to integrating itself into Inbenta’s main buyer expertise platform.”
Put up-acquisition, Diner will take a brand new place as Inbenta’s Head of Advertising and marketing.
Picture by Scott Webb
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