Conversational AI platform NLX has announced the acquisition of Radish Systems and its patented ChoiceView® technology which seamlessly adds visual interaction to voice transactions to improve efficiency, user experience, and accessibility for customer service inquiries.
Founded in 2009, Radish Systems focuses on improving the contact center experience by introducing visual interactive voice response and visual live assistance solutions without the need for investing in additional infrastructure.
"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 gth 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 report consistently high automation and customer satisfaction (CSAT) scores - between 80 and 90 percent. 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.
Dr. Richard Davis, Radish Co-founder and CTO, said, "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."
