SupportLogic Acquires Emtropy Labs
SupportLogic, founded in 2016, is based in San Jose, California. The company has 89 employees listed on LinkedIn. SupportLogic’s areas of expertise include helpdesk, AI, customer sentiment analysis, structured and unstructured data, collaborative workflows and quality assurance.Emtropy Labs is also based in San Jose, California. The company has six employees listed on LinkedIn. Emtropy Labs’ areas of expertise include customer experience, customer support, artificial intelligence, machine learning and data analytics.Emtropy Labs helps companies to improve helpdesk agent performance by analyzing 100% of customer interactions while enabling coaching loops in near real-time, the company said. The addition of Emtropy Labs will increase SupportLogic's automatic QA expertise by leveraging Emtropy's bespoke AI models. The Emtropy team will join SupportLogic and its technology will be integrated within the core SupportLogic SX platform.SupportLogic Acquires Emtropy Labs: Executive Insight
"How your support agents communicate with your customers impacts your brand experience. B2B companies have relied on tedious manual case audits to safeguard company brand image and customer experience. With the addition of Emtropy Labs, we are enabling organizations to auto QA their support and deliver a world-class support experience without additional investment in people, processes, or technology."
"At Emtropy Labs, our mission is to help fast-growing CX teams leverage their data and help efficiently scale their resources to improve customer outcomes. To achieve this, we built the first continuous AI-powered QA and coaching solution. The stellar SupportLogic team under Krishna's leadership has built a remarkable platform that is helping the best enterprises manage escalations, backlog, and case routing. We are thrilled to now work together to enable more businesses to deliver best-in-class experiences for their customers and agents."
