- AI-powered customer experience specialist Inbenta has acquired digital adoption platform Horizn.
- Inbenta will integrate Horizn’s embeddable interactive product demos into its platform.
- Horizn has won Finovate’s Best of Show award five times, most recently at FinovateFall last September.
AI-powered customer experience platform Inbenta has acquired digital adoption platform Horizn. Terms of the transaction were not disclosed.
Inbenta CEO Melissa Solis referred to the acquisition as part of the company’s commitment to helping businesses lower customer service costs, grow sales, and enhance the customer experience in general. Inbenta’s platform leverages natural language processing, neuro-symbolic AI, and Generative AI across four digital communications modules – Chatbot, Knowledge, Search, and Messenger. These modules enable the platform to deliver comprehensive, configurable solutions for businesses in verticals from financial services and ecommerce to telecom and utilities.
The integration of Horizn’s technology, in particular the company’s embeddable interactive product demos, will enhance Inbenta’s platform in a number of ways. In addition to making employee training more effective and further enhancing the customer experience, the integration will also help reduce agent escalation. Horizn’s technology has reduced agent escalations in favor of self-service in 80% of cases.
“Everyone knows how helpful and time-saving a tutorial can be when presented in an easy to understand, visual format,” Solis said. “At Inbenta, customer experience is at the center of everything we do – it was only natural that product demo capabilities should be included within our customer experience platform.”
Founded in 2012, Horizn has partnered with more than 40 financial institutions around the world. This includes some of the largest banks like Wells Fargo and RBC, as well as regional and community banks. A Finovate alum since 2017, Horizn has won Best of Show on five different occasions. The Toronto, Canada-based company most recently took home top honors with its demo at FinovateFall last September.
“By acquiring Horizn, Inbenta has expanded the number of customer experience touchpoints that it can offer, setting itself apart from the industry’s text-reliant majority,” Horizn co-founder and CEO Janice Diner said. “The entire Horizn team is excited about this next stage of impact and innovation and looks forward to integrating itself into Inbenta’s leading customer experience platform.”
Post-acquisition, Diner will take a new position as Inbenta’s Head of Marketing.