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Khoros Revolutionizes Self-Service Customer Care with New Generative AI Platform

By coupling GenAI with real-world conversation data and a robust orchestration framework, Khoros unlocks self-service automated care that scales, and requires far less time and people to build.

In today’s digital world, customers demand faster and more convenient service. Most customers also prefer to self-serve for help. Yet 67% of customer inquiries globally still require agent involvement. That comes at a big expense to businesses since an agent interaction costs a hundred times more than self-service. Globally, companies spend $1.3 trillion annually on support calls, and lose another $1.6 trillion in revenue due to poor service. Enterprises keep investing to advance automation and self-service. But fragmented systems, teams, and processes make it hard to keep pace with customer expectations, especially with resource and budget constraints.

Khoros, a renowned leader in digital customer engagement software, has announced the launch of the patent-pending next-gen Khoros Customer Care Cloud. This innovative technology amalgamates bots, self-service knowledge, and agent support into a seamless conversational customer experience, harnessing the power of GenAI and automation to deliver prompt and accurate solutions to customers, thereby enhancing issue resolution rates.

“Today marks a pivotal moment for the future of customer service, and for our company,” said Chris Tranquill, CEO of Khoros. “The Khoros Customer Care Cloud is not just promising efficiency. We’re creating a paradigm shift where it’s feasible that up to 80% of customer problems can be resolved without a single agent, while delivering a game-changing self-service customer experience. This represents not just an evolution in customer service, but a shift that will make self-service the preferred option and deliver massive contact center savings.”

By coupling GenAI with real-world conversation data and a robust orchestration framework, Khoros unlocks self-service automated care that scales, and requires far less time and people to build. As the industry pioneer in online customer communities, Khoros enables major brands to amass unparalleled repositories of authentic, long-form data about their products and services, customers, and key topics. Now, Khoros is uniquely positioned to help those brands put the data to work to deliver exponential value to their customers and business.

In a world where every customer interaction can make or break a brand, the Khoros Customer Care Cloud is set to redefine customer care standards and bring service and commerce journeys closer together. It’s not just about responding to issues anymore; it’s about anticipating needs, scaling service to unprecedented levels, and creating a new era of satisfaction, efficiency, and profitability.

About Khoros:

Khoros’ award-winning enterprise software facilitates seamless customer engagement across digital, social, and brand-owned channels. Powered by advanced automation and AI, Khoros’ solutions enable personalized and consistent interactions between brands and their audiences. Backed by Vista Equity Partners, Khoros serves 2,000 of the world’s most reputable companies and consistently receives recognition as a Best Place to Work.

Picture of Anshika Mathews
Anshika Mathews
Anshika is an Associate Research Analyst working for the AIM Leaders Council. She holds a keen interest in technology and related policy-making and its impact on society. She can be reached at anshika.mathews@aimresearch.co
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