Uniphore acquires Colabo to deliver knowledge AI and automation

Uniphore announced the acquisition of Colabo, an AI-powered knowledge automation solution that specializes in real-time information extraction and utilization from structured and unstructured documents.

Intelligent Virtual Assistants (IVAs) and human agents today have access to legacy knowledge management systems that are not linked to enterprise applications, causing them to lose value over time due to data complexity and quality. Enterprises will be able to use AI to extract knowledge entities and graphs from structured and unstructured data with Colabo’s solution integrated into Uniphore’s conversational automation platform. This, in turn, helps to ensure that the most relevant content and next-best action are delivered to IVAs and live agents, resulting in significantly improved customer interactions. 

“Simply put, consumers today expect access to up-to-date information to solve their problems and contact centers can provide better experiences with the latest technologies that do exactly that,” said Umesh Sachdev, co-founder and CEO of Uniphore. “This acquisition brings together unique capabilities to arm enterprises with new tools that provide a quick resolution to consumer queries and empower agents with real-time, actionable information.”

“From the start, we built Colabo with a vision to help personalize customers’ experiences from when they contact a business to when their issue is resolved,” said Yoav Dembak, co-founder & CEO, Colabo. “Today, I am proud to say we have achieved that and will be taking our vision even further by integrating into Uniphore’s conversational AI and automation platform, bringing rigor and best-of-breed agility and accuracy to every contact center inquiry.”

Colabo’s innovative AI solution powers customer engagement solutions by combining knowledge from any digital and physical content into a seamless, personalized omni-channel experience. Colabo’s knowledge AI solution is unique in that it was created with a customer-first mindset, based on the following market dynamics:

• Customer engagement platforms must keep the experience seamless and hassle free, as opposed to making IVAs and agents learn the systems, policies and practices of the business. Colabo’s knowledge automation recognizes, learns and personalizes the customer experience. 
• Customer engagement channels are dynamic. If customer contact centers are not continually learning and managing knowledge in near real time, customer experiences will continue to be problematic. Colabo’s technology enables enterprises to quickly ramp up solutions in unique environments in a fraction of the time it takes other systems to be deployed.