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Verint Develops Conversational AI Capabilities, Acquires Conversocial

Verint upgrades its digital and cloud platforms with the addition of new AI customer engagement tools and software.

David Pepin

Customer engagement platform Verint has announced it is expanding its conversational AI capabilities by acquiring Conversocial, a customer experience service software. The $50 million deal upgrades Verint’s ability to provide its clients with the capabilities to create a complete customer journey.

The move is designed to improve overall consumer engagements on digital connection apps such as Facebook Messenger, Twitter, and WhatsApp. Conversocial’s platform, already used by brands like Google, Sephora, and Hertz, fits right into Verint’s business strategy and will help expand personalized relationship building capabilities.

“Supporting Boundless Customer Engagement that goes beyond traditional care channels, we are reimagining what it means to be The Customer Engagement Company for a digital-first world,” said Celia Fleischaker, chief marketing officer, Verint.

“Adding new conversational AI and messaging channels to our digital engagement portfolio is another step in this direction and we welcome the Conversocial employees to Verint.”

With the new integration, global brands will have the power to:

  • Create multi-channel strategies that engage audiences
  • Take advantage of AI to customize communications to specific audiences
  • Create a complete customer journey
  • Connect AI across channels
  • Monitor conversation data and analyze how they can impact decisions

Related: Salesforce Closes Slack Acquisition, Invests In Digital Experiences

“We help brands deliver better customer experiences over messaging channels, while improving brand efficiency and customer satisfaction,” says Conversocial’s Ido Bornstein-Hacohen, CEO. “We are excited to join forces with Verint, a leader in customer engagement to help organizations achieve their digital-first strategies.” 

As audience engagement shifts to more personalized interactions, the move helps both organizations boost overall conversational AI capabilities. The move will officially close during the third quarter of 2021.