The tech company that crushes business uncertainty, Pegasystems Inc., announced its acquisition of Qurious.io, Inc., a cloud-based real-time speech analytics tool for customer service teams powered by artificial intelligence (AI). The terms of the contract are yet to be announced.
“While automated chatbots are increasingly more popular with consumers, live service agents are still left to handle the toughest customer problems over the phone,” said Kerim Akgonul, Senior Vice President, Products, Pegasystems. “Qurious.io’s real-time speech analytics proactively helps agents resolve these difficult requests with revenue-producing Next-Best Actions. Their cloud-native approach perfectly complements how Pega uses AI across engagement channels, enabling our clients to provide consistently superior customer service from end to end.”
A software-as-a-service (SaaS) offering by Qurious.io uses speech-to-text, natural language processing (NLP), and emotion detection capabilities that help analyze the dialog within each customer service call.
The app then offers real-time insights and coaching to agents to optimize customer experiences, make better suggestions, and increase customer engagement and sales. The business was formed under recent Forbes 30-Under-30 winners, Sabrina Atienza, CEO, and George Ramonov, CTO, in San Francisco in 2016.
“With its deep customer service and AI pedigree, Pega will enable us to bring our intelligent speech analytics software to hundreds of the most important brands in global business,” said Sabrina Atienza. “We believe this is a perfect fit for both Pega and Qurious.io, and we are proud that we will help solve some of the most complex customer service issues today and in the future.”