NLX, an AI platform known for enabling advanced conversational experiences, has recently announced its acquisition of Radish Systems and its patented ChoiceView technology. This acquisition aims to incorporate visual elements into voice transactions, enhancing efficiency and user experience while improving accessibility for customer service interactions. This move strengthens NLX’s already robust multimodal capabilities.
According to Andrei Papancea, CEO and Chief Product Officer at NLX, “We have long believed that an immersive experience that synchronizes multiple channels, like voice and web or mobile, is the best way to guide a customer through their service journey because it builds trust and lets the user drive the interaction at their own pace until it’s resolved.” Papancea believes this acquisition is crucial for NLX’s broader growth strategy and ongoing investment in multimodal technology.
NLX’s customers have already seen significant benefits from leveraging these multimodal experiences, with high automation and customer satisfaction (CSAT) scores consistently landing in the 80th to 90th percentiles. The acquisition will further empower businesses to optimize chat, voice, and multimodal experiences seamlessly. NLX’s no-code conversation application builder allows business users to iterate on these experiences continually, ensuring that they meet customer needs effectively.
Blair Pleasant, President and Principal Analyst of COMMfusion LLC, commented on the significance of this acquisition. “As customer experiences move toward automated exchanges that more closely resemble the natural flow of human conversation, it’s increasingly important that large enterprises are equipped with technology that enables them to build, deploy, and innovate on those applications at scale,” said Pleasant. She believes NLX is well positioned to shape future business interactions, and the addition of ChoiceView is a critical investment in that strategy.
Dr. Richard Davis, Co-founder and CTO of Radish Systems, expressed his satisfaction with the acquisition. “After inventing the initial concept of visual interactive voice response and visual live agents, we’re pleased that our vision and the ChoiceView technology will live on as part of the NLX solution,” said Davis. This technology will offer new opportunities for voice-and-visual customer engagement, enhancing both automated systems and live agent interactions. It simplifies the incorporation of multimodal solutions into existing systems.
