Intercom Updates Messenger, QuestionPro Purchases SuiteCX, More CX News


Intercom updates Messenger, QuestionPro nabs journey mapping platform, Soul Machines Digital Iris stays on the job, more CX news.

Intercom, an engagement operating system, has announced several updates to its Messenger product including a newly designed messenger system with messenger-first tickets. According to company officials this “next-generation” messenger is customizable and configurable to match a company’s brand experience with new designs in a variety of styles, colors, sizes and more.

The company also announced the launch of messenger-first tickets that enable businesses to funnel complex support requests through the messenger and into the Intercom platform.

“Intercom has earned the loyalty of our customers because we provide the solutions they need to increase customer retention which is a challenge facing every business,” Paul Adams, chief product officer at Intercom, said in a statement. “We believe the answer is better customer communication, which is why we pioneered the Messenger 11 years ago. Today we’ve reinvented it for the next decade, when in-product messaging will become the primary channel for businesses to engage with customers.”

In other customer experience and digital marketing software news …

Soul Machines AI Avatar ‘Digital Iris’ Continues Work at DFW

On Oct. 11, Soul Machines, a digital AI avatar company with capabilities driven by IBM, announced its “Digital Person” will stay on the job at the Dallas Fort Worth International Airport (DFW) following the pilot program’s initial rollout in June.

Company officials said “digital Iris” was built to assist airport visitors at information kiosks and is enabled by Soul Machines AI technology to control Iris’ CGI-based appearance, animation and interface to AI and enterprise platforms with real-time gestures; IBM Watson Assistant allows Digital Iris to understand the verbal requests of passengers and has a toolchain of Speech-to-Text (STT), conversational analytics and Text-to-Speech (TTS) capabilities.

In a statement announcing the news, company officials describe the tech as a “realistic, animated digital persona who can hear, see, understand and communicate with appropriate facial expressions and gestures based on the responses and expressions shown by the customer, in real-time.”

“In an era when the air travel industry is up against serious logistical challenges, maximizing both efficiency and customer experience is more important than ever,” Greg Cross, CEO of Soul Machines, said in a statement. “That’s why the work of DFW to embrace the concept of Digital People and introduce Digital Iris to its travelers is commendable.”

Related Article: Optimizely Combines Suites Into Orchestrate, Qualtrics Debuts Contact Center Solutions, More News

QuestionPro Acquires Journey Mapping Platform SuiteCX

QuestionPro, a provider of online survey and research services, has announced the acquisition of SuiteCX, a CX and journey mapping platform provider. In a statement emailed to CMSWire, company officials said the result will be a fully integrated, end-to-end solution for the customer experience.

“All too often brands invest the time and effort to perfect the customer experience and customer journey in theory, only to have reality interfere,” Ken Peterson, president of QuestionPro CX, said in a statement. “The integration of SuiteCX into QuestionPro will make it easy for CX professionals to not only create that perfect map, but then see what is actually happening in practice along with the insights and tools to make the necessary changes.” 

InSite AI Lands $19M Led by NewRoad Capital and Microsoft’s Venture Fund

InSite AI, an AI driven revenue growth management platform, recently closed a $19M Series A funding round led by NewRoad Capital and M12, Microsoft’s Venture Fund.

“Large consumer brands have long been challenged by the time, cost and debate involved in determining the best category, sales and revenue management strategies,” Shaveer Mirpuri, co-founder of Insite AI, said in statement. “Insite AI is the first technology that allows them to input target financial or commercial objectives and receive recommendations for capturing incremental ROI from sales, marketing, trade and innovation investments.”

Related Article: Sendinblue Acquires Yodel.io, Flatfile Lands $50M, More News



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