Genesys has acquired the assets of social listening and analytics specialist Solariat for an undisclosed sum. It will integrate the Social Optimizr software into the Genesys Customer Experience Platform to make it easier for Genesys customers to recognize when an individual’s Tweets or posts on Facebook require immediate attention and, then, recommend how a live agent or automated resource should react to those posts.
Social Optimizr shares its electronic ancestry with Apple’s Siri and other offspring of the CALO project at SRI. Efforts to build a “Cognitive Assistant that Learns and Organizes” date back to 2003 when DARPA (Defense Advanced Research Projects Agency) funds were used to jumpstart investment in natural language understanding, machine learning, artificial intelligence and analytics so that automated systems could recognize an individual’s intent and make appropriate responses. Social Optimizr puts those core technologies to use in the social networking domain. When integrated with the Genesys Customer Experience Platform, Solariat’s Social Optimizr will use proprietary filtering technology to attach priorities to posts and tweets and recommend appropriate responses. Its machine learning capabilities will also make it possible to recognize trending topics or posts that are related to specific marketing or promotional initiatives.
Genesys will integrate the SocialOptimizr solution to the Genesys Agent Desktop, and the artificial intelligence capabilities in the SocialOptimzr platform will be integrated with the analytical resources that apply to all interactions managed by the Genesys Customer Experience Platform.