RingCentral acquires conversational AI startup DeepAffects

Description

Summary

• RingCentral, a company that creates cloud-based communication and collaboration tools for the enterprise, has acquired conversational AI intelligence startup DeepAffects.
• Gartner previously predicted that by 2021, 15% of all customer service interactions will be handled entirely by AI, up 400% from 2017.
• While that spans all forms of communications, from social media engagements to email inquiries and live web chat, the telephone still plays a major role in outbound and inbound customer interactions, as well as internal communications, which is where DeepAffects comes into play.
• For example, DeepAffects’ analytics can show “talk-to-listen” ratios, revealing who talked or listened most in a meeting, or perhaps who asked the most questions.