Virtual PBX Featured Article

Groupon Boosts Customer Experience with Presence AI Purchase

August 21, 2019

By Maurice Nagle - Web Editor

AI is here. No, the robots aren’t attacking, and no, they aren’t trying to take your job. Artificial Intelligence will however evolve your customer engagement processes, powering rapid resolution and conversion building customer loyalty and boosting the bottom line.

Groupon announced the acquisition of AI outfit Presence AI to enhance communications between customers and vendors. Terms of the deal were not disclosed but the purchase of an AI-powered text and communications tool should pay off in spades over the coming years.

“We’re pleased to welcome the Presence AI team and their booking technology to Groupon. Booking is a key part of our voucherless initiative aimed at improving the redemption experience, providing always-on availability, giving consumers more reasons to buy through Groupon and opening up our marketplace to a broader range of merchants,” said Groupon Chief Product Officer Sarah Butterfass. “Presence AI’s technology is very complementary to what we’ve been building into our existing booking experience and will accelerate our roadmap with its text- and chat-based interface.”

Groupon is moving in the direction of universal “bookability,” as its bookable inventory climbs year over year at 12 percent. The Presence purchase will offer the tools to support this initiative and ensure robust revenue growth.

“We’re very excited to join Groupon and continue transforming client conversations through the use of artificial intelligence,” said Presence AI co-founder and CEO Michel Meyer. “With more than 3 million text messages generated last year, Presence AI is saving merchants time and generating additional revenues. We can’t wait to bring our technology to more businesses.”

It’s tough to picture the future of work without AI, as this quickly maturing technology is ready for the customer service main stage.

Does your contact center leverage AI?

Edited by Maurice Nagle


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