Not long ago, companies strove to offer their customers a variety of communications channels so they could choose their preferred mode for reaching out. Such a grouping of semi-disjointed channels, however, is no longer enough. Customers expect their interactions to flow naturally with a combination of channels. In essence, they want their interactions with companies to resemble natural conversational communication. As a result, companies are tasked with adopting technology that enables them to build, deploy and innovate on those applications at scale.
AI-based advanced conversational technology company NLX recently announced that it has acquired Radish Systems and its patented ChoiceView technology, which adds visual interaction on voice transactions to improve efficiency, user experience and accessibility for customer service inquiries. The acquisition complements NLX's proprietary technology which includes its patented multimodal capabilities.
Radish Systems’ technologies focus on improving the contact center experience by introducing visual interactive voice response (IVR) and visual live assistance solutions that are compatible with existing infrastructure. The goal is to improve the way businesses communicate with mobile devices and browser users.
"We have long believed that an immersive experience that synchronizes multiple channels, like voice and web or mobile, is the best way to guide a customer through their service journey because it builds trust and lets the user drive the interaction at their own pace until it's resolved," said Andrei Papancea, CEO and Chief Product Officer at NLX. "Our acquisition of Radish Systems and its intellectual property is part of our broader growth strategy for NLX and our ongoing investment in multimodal technology, ensuring our customers continue to have access to and can deploy best-in-class conversational experiences that meet and exceed the expectations of their customers."
NLX customers leveraging multimodal experiences "have recorded consistently high automation and customer satisfaction (CSAT) scores in the 80th to 90th percentiles, well above the industry average," according to the company. Coupled with NLX's no-code conversation application builder, business users are well-equipped to iterate on chat, voice and multimodal experiences, ensuring they are optimized for customer needs.
Edited by
Alex Passett
