Highlights:
- Echo AI offers integrations with marketing automation tools from Salesforce Inc., HubSpot Inc., and various other companies.
- Echo AI employs large language models to analyze the customer data it processes.
The customer engagement startup Pathlight has undergone a rebranding as Echo AI, unveiling new features for its flagship software platform.
TTSF Inc., the incorporated corporation, is financially supported by a $35 million funding round from Kleiner Perkins and additional investors. It provides a platform that employs artificial intelligence to identify consumer interaction optimization opportunities for call center teams. For instance, the platform may detect situations in which a user’s inquiry regarding technical support was not entirely resolved.
Echo AI also functions as a marketing tool. The company claims that its platform gathers data about customers’ purchasing preferences from contact center calls and makes it available for use in marketing campaigns. The rebranding and new features that Echo AI unveiled recently improve this area of its platform’s feature set.
The initial inclusion is termed Conversation Actions. As per the company, it identifies instances where a customer expresses interest in purchasing a specific product during a call. Subsequently, the feature can dispatch a personalized sales offer to the customer through a third-party marketing automation service.
Echo AI offers integrations with marketing automation tools from companies like Salesforce Inc., HubSpot Inc., and various others. It can also transmit data regarding shoppers’ purchasing preferences to customer data platforms (CDPs). Marketers utilize these platforms to consolidate data on consumer behavior from diverse systems and enhance advertising campaigns.
In addition to delivering upsell offers, Echo AI’s latest Conversation Actions feature can automate various other functions. It has the ability to alert marketers when specific metrics, like the number of users mentioning a competitor during calls, surpass a designated threshold. Furthermore, Conversation Actions can provide incentives, such as discounts, when a user is contemplating canceling a subscription.
As part of its latest update, Echo AI is broadening the spectrum of data sources it utilizes to comprehend shopper behavior. While previously centered on analyzing contact center calls, emails, and texts, the platform now incorporates additional sources. Echo AI can now also analyze app reviews, social media posts, net promoter score surveys, and chatbot conversations.
Alex Kvamme, Chief Executive of Echo AI, recently wrote in a blog post, “The features we’re announcing today allow us to elevate Conversation Intelligence beyond the contact center, so that every department can benefit from our insights and actions. We believe that every employee should be able to access and benefit from conversation intelligence, as every employee plays a role in serving customers.”
The platform presents customer behavior patterns through graphs to facilitate analysis for employees. For instance, Echo AI can generate a pie chart illustrating the primary reasons users cancel a subscription. Additionally, the platform monitors buyer sentiment and various related metrics.
Behind the scenes, Echo AI utilizes large language models to analyze the customer data it receives. It employs both open-source large language models (LLMs) and commercial models from providers like OpenAI. Customers have the option to refine these models further by training them on internal marketing datasets.
Kvamme detailed, “We’ve built infrastructure that is capable of analyzing millions of conversations, across dozens of dimensions, using many LLMs at any time, and with unparalleled accuracy and consistency.”