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SupportLogic Acquires Emtropy Labs to Automate QA for Enterprise Buyer Help

Combines SupportLogic’s Prediction and Workflow Engine with Emtropy’s Steady High quality Monitoring to Allow Proactive Income Retention

SAN JOSE, Calif., Jan 25, 2023 /PRNewswire/ — SupportLogic, the world’s first Help Expertise (SX™) administration platformat present is asserting the acquisition of Emtropy Labs, Inc.a supplier of expertise that automates high quality assurance (QA) for enterprise assist facilities.

Emtropy Labs helps firms to enhance agent efficiency and cut back buyer churn by analyzing 100% of buyer interactions whereas enabling teaching loops in close to real-time. The Emtropy workforce will be a part of SupportLogic and its expertise will probably be built-in inside the core SupportLogic SX platform.

Right now’s announcement additional demonstrates SupportLogic’s imaginative and prescient and dedication to serving to organizations unlock the worth of buyer alerts from each assist interplay whereas serving to each function and performance ship wonderful buyer experiences and differentiate their manufacturers.

TSIA benchmark information exhibits that firms with formal high quality monitoring applications considerably enhance the expertise for each prospects and brokers. Help Logic introduced their first agent teaching and high quality monitoring product final yr. The addition of Emtropy Labs will improve the breadth and depth of computerized QA by offering 100% case protection, omnichannel insights and evaluation leveraging Emtropy’s bespoke AI fashions.

Giant language fashions corresponding to ChatGPT have just lately gained a lot media consideration. Nonetheless, most B2B companies do not have entry to a big quantity of knowledge to coach machine studying fashions for his or her non-public information. Emtropy lab’s domain-specific machine studying fashions mixed with SupportLogic’s entry to international datasets is a robust mixture that permits prospects to realize high-quality outcomes even with little or no information.

“How your assist brokers talk along with your prospects impacts your model expertise. B2B firms have relied on tedious guide case audits to safeguard firm model picture and buyer expertise,” mentioned Krishna Raj Raja, Founder and CEO, Help Logic. “With the addition of Emtropy Labs, we’re enabling organizations to auto QA their assist and ship a world-class assist expertise with out further funding in individuals, processes, or expertise.”

“At Emtropy Labs, our mission is to assist quick rising CX groups leverage their information and assist effectively scale their assets to enhance buyer outcomes. To attain this, we constructed the primary steady AI-powered QA and training answer,” mentioned Harish Batlapenumarthy, Founder and CEO, Emtropy Labs. “The stellar SupportLogic workforce below Krishna’s management has constructed a outstanding platform that’s serving to the most effective enterprises handle escalations, backlog, and case routing. We’re thrilled to now work collectively to allow extra companies to ship best- in-class experiences for his or her prospects and brokers.”

“We consider in offering distinctive buyer experiences that leverage the most effective of human potential and expertise,” mentioned Bharati Amarnani, Sr. Director of Buyer Help at Coda Funds. “Emtropy Labs gives actionable agent teaching insights by automating high quality assurance critiques from our advanced stream of buyer interactions in 21 languages ​​and 65 international locations. We’re excited to see them be a part of forces with SupportLogic to leverage their superior assist expertise platform capabilities.”

TSIA’s Channel Desire Examine has documented how prospects are adopting new interplay channels for assist, together with voice, internet chat, SMS texting, WhatsApp, and many others. The truth is that almost all assist facilities add these channels one by one, utilizing specialist suppliers, and at present don’t have options in place the place they’ll extract buyer and agent teaching insights from these channels,” mentioned john ragsdale, Distinguished Researcher and VP of Know-how Ecosystems for TSIA. “A complete high quality monitoring (QM) program should analyze each interplay, throughout each channel. With out expertise for omnichannel QM, such because the instruments supplied by Emtropy Labs, you’ll by no means have a full understanding of the client expertise or establish friction factors impacting lengthy -term account profitability.”

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About Help Logic
SupportLogic delivers the world’s first assist expertise (SX) administration platform that permits firms to proactively perceive and act on the voice of the client to construct wholesome relationships and maximize buyer lifetime worth. SupportLogic SX makes use of AI to extract and analyze buyer sentiment alerts from each structured and unstructured information and gives suggestions and collaborative workflows. SupportLogic helps international enterprises like Databricks, Qlik, Nutanix, Rubrik, and Snowflake to forestall buyer escalations, cut back churn and elevate the client assist expertise. To be taught extra, go to supportlogic.com.

SOURCE Help Logic

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