Exotel Boosts CX Capabilities with Cogno AI Acquisition

According to a recent report from Inc42,  Exotel, a cloud-based telephony and communications company, has acquired India-based omnichannel cloud communications platform provider, Cogno AI.

As part of this acquisition, Cogno’s staff of 98 employees will join the Exotel workforce. Additionally, Exotel intends to incorporate Cogno’s conversational, AI resources and collaborative browsing features into the company’s customer engagement product suite.

Financial details regarding this transaction have not been made public yet, but representatives with the company have stated the acquisition will be a part cash/part stock deal.

Exotel co-founder/CEO Shivakumar ‘Shivku’ Ganesan told Inc42, “The need in the market for a full-stack customer engagement platform has outpaced our ability to build and deliver in time. Hence we decided to first merge with Ameyo for a contact center and now acquired Cogno AI, a conversational AI platform.”

Cogno AI has grown at an impressive rate since it was founded in 2017, and has reported a 200% increase in growth since last year. The company specializes in solutions related to sentiment analysis, customer onboarding, and support/resolution services. The accelerated drive toward cloud activity and digital commerce has businesses flocking to conversational AI authorities like Cogno AI, in order to maintain a high degree of customer quality and service functionality with limited human intervention.

Edited by Maurice Nagle