Pegasystems Inc, a US-based company in India, has acquired real-time speech analysis solutions company Qurious.io, Inc. Terms of the agreement are not being disclosed, however.
Qurious.io uses text-to-speech, natural language processing (NLP), and emotion detection capabilities to analyze conversations during customer engagement.
“The software provides agents with real-time information and coaching so they can improve interactions with customers and make better recommendations,” Pegasystems said in a statement Tuesday.
The four-year-old San Francisco-based company offers the solution on the Software-as-a-Service (SaaS) model.
Pegasystems will add the capabilities of the target business to its software portfolio by initially focusing on Pega customer service use cases. “As automated chatbots grow in popularity with consumers, live service agents still have to deal with customers’ toughest issues over the phone,” said Kerim Akgonul, senior vice president (products) at Pegasystems .
“Qurious.io’s real-time speech analysis proactively helps agents resolve these difficult requests,” the company said.