Having already procured CentraCX and Spearline earlier this year, customer experience assurance experts Cyara are rounding out 2023 in style with the acquisition of conversational AI testing company QBox.
But what will this mean for the future of both brands?
Announced on the 28th of November, 2023, the acquisition appears to be a natural marriage of two complementary vendors in the CX tech space.
With clients that include Johnson & Johnson, Natwest, and Sky, Qbox’s world-leading conversational AI testing solution will support and enhance Cyara’s existing chatbot training technology.
In acquiring QBox’s expertise, Cyara will take a further step toward maximizing the effectiveness of its chatbot and conversational AI investments, as well as allowing the assurance specialists to provide a broader array of chatbot solutions.
This desire for a more extensive toolkit was mentioned by Alok Kulkarni, CEO and Co-Founder of Cyara:
This acquisition marks a milestone in Cyara’s journey to provide a comprehensive solution for optimizing AI-driven chatbot and voicebot performance.
The Nuts and Bolts
Among QBox’s multitude of assets, arguably the most beneficial to Cyara will be its best-in-class natural language processing (NLP) platform – an area in which Cyara has a vested interest.
Configured to provide real-time feedback on the performance of NLP training data, Qbox’s platform is invaluable in discerning a chatbot’s customer service competence. Integrating this into their portfolio will allow Cyara to significantly streamline their testing process.
It is the merger of these two industry leaders and their tech solutions that appear to excite Benoit Alvarez, CEO of Qbox, who commented:
“By joining forces with Cyara, we bring together our unique capabilities to solve more use cases for a broader customer base.”
“Together, we can accelerate the advancement of conversational AI testing solutions and provide organizations with the confidence they need in deploying and managing conversational AI-driven interactions effectively.”