Cyara, a Redwood City, CA-based AI-powered customer experience assurance platform provider, acquired QBox, a Reading, UK-baserd conversational AI testing company.
The amount of the deal was not disclosed.
With the acquisition, Cyara will expand its conversational AI testing capabilities, solidifying its position as a global market leader in chatbot optimization.
Led by Benoit Alvarez, CEO, QBox brings a natural language processing (NLP)-driven platform that allows organizations to fully deploy, test, and continually improve conversational AI chatbots at scale. Designed to assess the quality of NLP training data and evaluate a chatbot’s efficiency in serving customers, it provides crucial visibility into the impact of changes or additions to the training data model. This insight enables companies to make informed decisions on scaling their chatbots’ domain knowledge and understanding performance.
Led by CEO Alok Kulkarni, Cyara provides an AI-powered CX assurance platform that empowers enterprises to deliver flawless interactions across voice, video, digital, and chatbot experiences. With it, businesses improve customer journeys through continuous innovation while reducing cost and minimizing risk.
With this acquisition, the company enhances its solution set in two key ways:
● Business Approach to Natural Language Understanding (NLU)/ NLP Testing: the integration of QBox into Cyara’s portfolio streamlines the testing process, offering a business-oriented approach that aligns with the priorities of these stakeholders. This enhancement will enable a broader group of stakeholders within an organization to ensure the effectiveness of their conversational AI solutions with efficiency and precision.
● Live-interaction Monitoring: QBox monitors real customer interactions to identify where the bot is performing well, and where it is failing to meet customer needs. This complements Cyara’s approach to bot monitoring whereby we execute a test case to perform a health check and make sure the bot is responding appropriately to critical use cases.
