Cyara – the leading AI-powered Customer Experience (CX) Assurance Platform provider – announced today its acquisition of industry-leading conversational AI testing company QBox. This strategic deal significantly expands Cyara’s conversational AI testing
capabilities, solidifying its position as a global market leader in chatbot optimization.
Cyara’s acquisition of QBox complements the company’s existing chatbot testing & training capabilities, enabling enterprises to optimize the development, delivery, and impact of their chatbot and conversational AI investments.
By integrating Cyara’s expertise in CX assurance, including the optimization of conversational AI, with QBox’s unique approach to testing conversational AI applications, organizations will be able to address the needs of the entire team working on chatbots and voicebots throughout their development lifecycle – from conversational designers to developers to QA professionals to business analysts.
QBox offers a powerful natural language processing (NLP)-driven platform that allows organizations to fully deploy, test, and continually improve conversational AI chatbots at scale. Designed to assess the quality of NLP training data and evaluate a chatbot’s efficiency in serving customers, QBox provides crucial visibility into the impact of changes or additions to the training data model. This insight enables companies to make informed decisions on scaling their chatbots’ domain knowledge and understanding performance.
Cyara’s acquisition of QBox highlights a pivotal step in the company’s ongoing strategy to empower organizations in transforming and enhancing their CX through insights, automation, and AI. And with this acquisition, Cyara enhances its solution set in two key ways:
– Business Approach to Natural Language Understanding (NLU)/ NLP Testing – Cyara recognizes the diverse needs of product owners, business analysts, and designers in NLU and NLP testing. And the integration of QBox into Cyara’s portfolio streamlines the testing process, offering a business-oriented approach that aligns with the priorities of these stakeholders. This enhancement will enable a broader group of stakeholders within an organization to ensure the effectiveness of their conversational AI solutions with efficiency and precision.
– Live-interaction Monitoring – QBox monitors real customer interactions to identify where the bot is performing well and where it is failing to meet customer needs. This complements Cyara’s approach to bot monitoring, whereby the company executes a test case to perform a health check and ensure the bot responds appropriately to critical use cases.
KEY QUOTES:
“As organizations accelerate their investments in chatbots, voicebots, and conversational AI, the need for optimization,testing and risk management becomes a critical success factor, to ensure flawless digital experiences are delivered at scale efficiently. This acquisition marks a milestone in Cyara’s journey to provide a comprehensive solution for optimizing AI-driven chatbot and voicebot performance and underscores our commitment to ensuring our customers can deliver a seamless and elevated CX in today’s evolving AI landscape.”
- Alok Kulkarni, CEO and Co-Founder of Cyara
“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.”
- Benoit Alvarez, CEO of QBox
“We are proud founders of QBox, taking it to market in 2019. Handing the baton to Cyara is an exciting new chapter in conversational AI testing and performance management. Congratulations to Alok and his Team.”
- Chris Sykes, CEO, Volume Group
