Genesys, a cloud platform in AI-powered experience orchestration, has announced it has entered into an agreement to acquire Radarr Technologies, an AI-based social and digital listening, analytics, and consumer engagement company.
According to an official release, with Radarr Technologies capabilities, Genesys will help organisations meet customers on the social channels of their choice through social media-based experiences that are contextual and personalised. Following the acquisition, which is expected to close in the first quarter of FY2025, Genesys will seemingly use Radarr Technologies’ social media insights as a source for its customer view fueling Genesys AI. Reportedly, Genesys will be able to connect data from across the CX continuum and provide the industry’s depth of consumer engagement touchpoints.
Through the integration of Radarr Technologies, Genesys Cloud customers are expected to gain access to conversation streams from social media posts across platforms, including Apple App Store, Facebook, Instagram, X, YouTube, Google Play, Google My Business, among others. Using the response engine capabilities of Radarr Technologies with Genesys Cloud, the combined solutions should empower agents by giving them customer journey context and tools that enable them to connect with customers on their preferred social channels, whether responding to inquiries on public feeds or direct messaging. Additionally, the AI-powered Multilingual Sentiment Models within the Radarr Technologies solution is expected to strengthen the natural language processing (NLP) of the Genesys Cloud platform. Sources suggest that it will expand organisations’ ability to detect regional slang and colloquialisms across more than 100 languages, including the top 10 spoken worldwide and more than 40 Asian languages and dialects.
“As consumers turn to social media platforms to connect with brands for support, these channels can become an opportunity for organisations to engage with customers and glean business insights. Once the capabilities of Radarr Technologies are integrated into Genesys Cloud, Genesys can accelerate its transformation of the CX industry by helping organisations connect every touchpoint into the end-to-end customer experience,” Tony Bates, CEO and chairman, Genesys, said.
