Playvox introduces Customer AI with the acquisition of Prodsight

Playvox, a provider of workforce engagement management solutions for the digital-first and CRM-centric contact center, has acquired Prodsight, a SaaS provider of AI-driven customer interaction analytics.

Prodsight uncovers customer insights by analyzing customer conversations and feedback with the use of AI and NLP. It automatically analyzes and tags conversations captured in third-party applications, including Zendesk, Freshdesk, and Intercom, for topics and sentiment.

Effective immediately, Prodsight will become Playvox Customer AI offering Playvox customers advanced sentiment analysis, text analytics, and sophisticated auto-tagging.

"With the launch of Customer AI, Playvox customers will be able to not only manage their customer support staffing, quality, and performance, but also easily leverage cutting-edge AI to automatically tag tickets and gather customer feedback from across all of the unstructured data resident within their customer interactions, for unprecedented insight and ease of operations," said Louis Bucciarelli, CEO of Playvox. 

The explosion of live chat support has resulted in brands now sitting on a goldmine of customer insights, added Tadas Labudis, CEO of Prodsight.

“The only problem is that all of that data is stuck in unstructured free-text form that's challenging to analyze and understand at scale," said  Labudis. "Customer AI leverages the latest NLP technology to allow brands to analyze millions of customer interactions and detect issues much sooner to prioritize the right fixes faster."

The acquisition will strengthen quality management and coaching with sentiment analysis and tag management and unlock future enhancements for customers across the Playvox suite over the coming quarters.

More information is available about Playvox Customer AI at www.playvox.com/lp/introducing-customer-ai-for-todays-customer-service-and-support-operations.