Zoom to acquire conversational AI platform Solvvy to better its contact center solutions

In a bid to bolster its conversational AI and customer support capabilities, Zoom communications has entered into an agreement to acquire Solvvy, a California-based company. 

“A few months ago, we launched Zoom Contact Center with the goal of redefining the contact center category with our unique combination of unified communications and customer experience — and we believe Solvvy will help us achieve that goal,” said Velchamy Sankarlingam, President of Product and Engineering, Zoom Video Communications, in a blogpost.     

Sankarlingam said that the addition of Solvvy’s AI and Machine learning technology will help to accelerate Zoom’s contact center solutions.   

“As a result, we will help businesses of all sizes improve their customer retention, increase operating efficiency, and set new standards for customer service and satisfaction,” he added. 

Solvvy, founded in 2013 by Justin Betteridge, Mahesh Ram and Mehdi Samadi, has raised a total of $16.5 miillon across two funding rounds, the recent one being way back in October 2017. The platform is a conversational AI for customer support, it works by helping companies detect what customers need and helps them address the issues across web, mobile or social channels.   

Some alternatives and competitors to Solvvy include Ada, Zendesk Support Suite, Intercom, Helpshift, Freshdesk, Zohodesk and the Salesforce Service cloud.