LogMeIn, a conferencing software as a service (SaaS) provider, has announced the acquisition of Nanorep, an Israel-based organisation which aims to improve customer service and experience through patented natural language processing technologies.
The acquisition aims to complement LogMeIn’s recent release Bold360, as the company points out, an intelligent customer engagement platform created to enable companies to deliver more human, personalized and intelligent engagement. Both these technologies are aligned toward the common mission of humanising conversations to provide quick resolutions to further smart digital customer services.
Bill Wagner, CEO, LogMeIn, said, “With Nanorep, we gain proven technology and AI expertise that expands our Bold360 offering, accelerates our customer engagement vision and provides a natural path for us to leverage these emerging technologies across our entire portfolio.
“We believe in the ability of technology to unlock the potential of the modern workforce and with the addition of Nanorep we are going to be able to deliver solutions that will help our customers achieve the next generation of humanized and personalized customer service,” Wagner added.
Nanorep is also keen to create the tools and solutions that support teams will want to have in their arsenal by adding on to the strong customer engagement and support proficiency of LogMeIn.
The field of customer service is witnessing rise in preferences for adoption of AI enabled chatbots and virtual assistants, with Gartner predicting the percentage of conversational agents taking the reins to increase from 3% in 2017 to 30% by 2022.
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