NEW
YORK, Aug. 1, 2024 /PRNewswire/ -- NLX®, the AI
platform powering advanced conversational experiences for the
world's most admired brands, today announces it has acquired Radish
Systems and its patented ChoiceView® technology which seamlessly
adds visual interaction on voice transactions to improve
efficiency, user experience, and accessibility for customer service
inquiries. This complements NLX's proprietary technology which
includes its industry-leading, patented multimodal
capabilities.
"We have long believed that an immersive experience that
synchronizes multiple channels, like voice and web or mobile, is
the best way to guide a customer through their service journey
because it builds trust and lets the user drive the interaction at
their own pace until it's resolved," said Andrei Papancea, CEO
and Chief Product Officer at NLX. "Our acquisition of Radish
Systems and its intellectual property is part of our broader growth
strategy for NLX and our ongoing investment in multimodal
technology, ensuring our customers continue to have access to and
can deploy best-in-class conversational experiences that meet and
exceed the expectations of their customers."
NLX customers leveraging multimodal experiences have recorded
consistently high automation and customer satisfaction (CSAT)
scores in the 80th to 90th percentiles, well above the industry
average. Coupled with NLX's no-code conversation application
builder, business users are able to iterate on chat, voice, and
multimodal experiences, ensuring they are optimized for customer
needs.
"As customer experiences move toward automated exchanges that
more closely resemble the natural flow of human conversation, it's
increasingly important that large enterprises are equipped with
technology that enables them to build, deploy, and innovate on
those applications at scale," said Blair
Pleasant, President and Principal Analyst of COMMfusion LLC.
"NLX is well positioned to shape this future for businesses, and
the addition of Radish's ChoiceView is an important investment in
that strategy."
Dr. Richard Davis, Radish
Co-founder and CTO, stated, "After inventing the initial concept of
visual interactive voice response and visual live agents, we're
pleased that our vision and the ChoiceView technology will live on
as part of the NLX solution. ChoiceView brings new opportunities
for voice-and-visual customer engagement with both automated
systems and live agents. It enables users to easily incorporate
multimodal solutions in their own systems."
Founded in 2009, Radish Systems focused on improving the contact
center experience by introducing visual interactive voice response
and visual live assistance solutions that are compatible with the
existing infrastructure. The goal is to improve the way businesses
communicate with mobile devices and browser users.
About NLX
NLX is an enterprise AI platform for
building and managing chat, voice, and multimodal applications at
scale. As human interactions with technology become increasingly
conversation-based, NLX makes it practical for organizations to
create, deploy, and manage conversational experiences for any
industry or use case; working in concert with any large language
model and technology stack. NLX enables the world's biggest brands,
including Comcast, Red Bull, and
United Airlines, among others, to invest in a future where
interactions with technology mirror the natural ebb and flow of
people's day-to-day decision-making.
About Radish Systems
Radish Systems, a
mobile/enterprise software and professional services company,
improves the way organizations communicate visually with all
callers through its award-winning ChoiceView products and services.
ChoiceView is a patented, omnichannel, cloud-based communications
service, accessible via web apps and APIs. It introduces a new kind
of voice-and-visual phone call positioned between a voice-only call
and a videoconference. It delivers an enhanced user experience on
the types of calls we make every day and improves contact center
efficiency and accessibility. Radish is an AWS Qualified Software
Partner.
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SOURCE NLX