Uniphore acquires AI-powered knowledge automation provider Colabo

Uniphore acquires AI-powered knowledge automation provider Colabo

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Call center intelligence firm Uniphore Technologies Inc. has wasted no time in putting its recent $400 million funding round to work. Today, the company announced it has acquired a startup called Colabo Inc. In doing so, it gets its hands on an artificial intelligence-powered knowledge automation tool that’s able to extract and utilize information from both structured and unstructured data, in real-time.

Such a capability should be extremely useful for Uniphore, which sells call center technology such as virtual agents and virtual assistants that can either handle customer calls entirely, or assist human operators as they do so.

Uniphore’s products include U-Self Serve, an intelligent virtual assistant that’s able to engage callers in multiple languages, deal with basic inquiries, gauge their intent and sentiment and then hand off callers it’s not able to deal with to a human agent. U-Assist meanwhile listens to and transcribes telephone interactions, storing them in a searchable database. It also applies natural language processing to determine what caller’s are saying or asking for, so as to give human agents suggestions on how to respond.

Colabo’s AI knowledge automation tool will enhance Uniphore’s offerings, allowing its agents to extract more knowledge from a company’s records that include structured and unstructured data, so both its virtual assistants and human agents will be better prepared to deal with caller’s requests. The technology will be able to surface the most relevant information they need, Uniphore said.

Uniphore co-founder and Chief Executive Umesh Sachdev (pictured) said consumers expect that companies will have access to the most up-to-date information to solve their problems.

“This acquisition brings together unique capabilities to arm enterprises with new tools that provide a quick resolution to consumer queries and empower agents with real-time,actionable information,” he said.

Colabo co-founder and CEO Yoav Dembak said that when he built the company, his vision was to help personalize customer experiences from the moment they first contact a business.

“Today, I am proud to say we have achieved that and will be taking our vision even further by integrating into Uniphore’s conversational AI and automation platform, bringing rigor and best-of-breed agility and accuracy to every contact center inquiry,” he said.

The acquisition will help give Uniphore an edge in what is becoming an incredibly competitive intelligent contact center market. Uniphore’s rivals include Google LLC, which recently revamped its own Contact Center AI platform, Observe.ai, which landed $125 million in funding earlier this month, and Zoom Video Communications Inc., which launched its own contact center solution in February after failing to buy its way into the market with Five9 Inc.

Photo: Uniphore

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