As a primary provider of workforce engagement management solutions for the digitally orientated and CRM-driven contact center, Playvox announced the acquisition of Prodsight, a provider of AI-driven customer interaction analytics.

Louis Bucciarelli, Chief Executive Officer of Playvox, said, “With the launch of Customer AI, Playvox customers will be able to not only manage their customer support staffing, quality, and performance but also easily leverage cutting-edge AI to automatically tag tickets and gather customer feedback from across all of the unstructured data resident within their customer interactions, for unprecedented insight and ease of operations.”

Artificial Intelligence (AI) and cutting-edge Natural Language Processing (NLP) are used by ProductSight to analyze customer feedback and conversations. Prodsight, recognized by G2 as a High Performer for Feedback Analytics, analyzes and tags chats captured by third-party applications such as Zendesk, Freshdesk, and Intercom. Playvox Customer AI will offer Playvox customers advanced sentiment analysis, text analytics, and auto-tagging capabilities, effective immediately.

Tadas Labudis, Chief Executive Officer of Prodsight, shared, “With the explosion of live chat support, brands are now sitting on a goldmine of customer insights. The only problem is that all of that data is stuck in an unstructured free-text form that’s challenging to analyze and understand at scale. Customer AI leverages the latest NLP technology to allow brands to analyze millions of customer interactions and detect issues much sooner to prioritize the right fixes faster.”

By combining sentiment analysis and tag management with Quality Management and Coaching, this acquisition will strengthen Playvox’s suite of products and empower future enhancements for customers.