Marking its sixth acquisition in just over a one year, cloud-based customer engagement start-up Freshdesk on Tuesday announced the acquisition of Chatimity, a social chat platform that developed artificial intelligence (AI) and chatbot technology. The financial details of the deal were not disclosed.
Bengaluru-based Chatimity was built to enable user interactions and improve engagement for its three million users. The acquisition is the sixth in just over a year as Freshdesk looks to enhance product development and capabilities within the chat platform and beyond. Chatimity was founded in May 2011 by former Googlers Tarkeshwar Thakur and Aravind Murthy. They worked together on Google Music Search before starting Chatimity.
Girish Mathrubootham, founder and CEO of Freshdesk said in a statement: “People want a fast, personalized response. Chat will play an important role in the future of communication for customer service but scaling that infrastructure continues to be a challenge.” According to him, consumers expect a high level of connectivity and personal attention from businesses.
With millions of people reaching out to businesses everyday, the need for organizations of all sizes to engage with consumers directly, at scale, and with a personal touch is increasingly important. “With their focus on artificial intelligence and chatbots, the Chatimity team, now part of Freshdesk, has already started to create a scalable customer engagement chat platform that is future ready,” he said.
Chatimity’s multipurpose AI-based bot, MITI, uses a combination of NLP (Natural Language Processing), state machines and AIML (Artificial Intelligence Markup Language) to hold conversations across thousands of users in real-time.