Interactions, providers of intelligent assistance and human-aided virtual agents for multi-channel care strategies, shored up their AI product offerings by acquiring Digital Roots last week. Detroit-based Digital Roots offers an innovative platform to help brands and enterprises engage with customers via social media using artificial intelligence and machine learning to monitor content and conversations.

The acquisition builds on Interactions’ omnichannel approach to customer care making it possible for a company to provide consistent responses to customers over the phone, through Web chat, text messaging and now social media. By bolstering its core intelligent assistance technologies with AI-based social media customer engagement, Interactions is poised to deliver global solutions and operate over all customer channels.

In an conversation with the Opus Research team, Phil Gray, EVP of business development with Interactions, said the acquisition of Digital Roots is an important differentiator, accelerating the company’s global omnichannel intelligent assistant solutions. As more and more consumers turn to social media channels — including Twitter, FaceBook, and chat forums — Interactions now has the ability to use AI technologies to deliver info to agents and respond to consumers quickly.

Digital Roots offers social media monitoring tools to help consumer brands discover content using natural language understanding and machine learning technology to qualify content and dig through volumes of data in Twitter, Facebook and other social media channels. Jay Wolcott, CEO of Digital Roots, says the company’s AI tools are currently being used by Fortune 500 companies to analyze data and find sales and service opportunities.

While terms of the acquisition were not disclosed, Digital Roots will become a division within Interactions LLC with product and user management team to stay in the Detroit area.

Categories: Conversational Intelligence, Intelligent Assistants, Intelligent Authentication, Articles

Tags: Interactions, Digital Roots, Artificial Intelligence, AI, Natural language processing, intelligent Assistants