Genesys to acquire  AI startup Radarr to boost customer engagement

Genesys, a cloud service provider, has announced its plan to acquire Radarr Technologies, an AI-based firm specializing in social and digital listening, analytics, and consumer engagement. The agreement aims to merge Radarr Technologies' public social media capabilities with Genesys Cloud platform, enabling organizations to enhance customer experience (CX) and foster proactive, prescriptive engagement in the AI economy. 

As per the company, the acquisition, set to conclude in the first quarter of fiscal year 2025, positions Genesys to leverage Radarr Technologies' social media insights for a comprehensive 360-degree customer view that fuels Genesys AI.  

The integration of Radarr Technologies into Genesys Cloud aims to break down silos and overcome limitations, offering organizations the ability to deliver personalized experiences and gain a competitive edge through new insights and capabilities. 

“As consumers increasingly turn to social media platforms to connect with brands for support, these channels become a crucial and largely untapped opportunity for organisations to engage with customers and glean valuable business insights,” said Tony Bates, Genesys CEO and chairman. “Once the capabilities of Radarr Technologies are integrated into Genesys Cloud, Genesys can accelerate its transformation of the CX industry by helping organisations further connect every touchpoint into the end-to-end customer experience.” 

Upon integration, Genesys Cloud customers will gain direct access to various conversation streams from public social media posts across platforms such as the Apple App Store, Facebook, Instagram, YouTube, Google Play, Google My Business, and more. The combined solutions, integrating Genesys Cloud's voice and digital offerings with Radarr Technologies, will empower agents to connect with customers on their preferred social channels, the company said. 

Furthermore, the integration will enhance the natural language processing (NLP) of the Genesys Cloud platform. The AI-powered Multilingual Sentiment Models within Radarr Technologies will strengthen NLP capabilities, enabling organizations to detect regional slang and colloquialisms across more than 100 languages, including the top 10 spoken worldwide and over 40 Asian languages and dialects.