Invoca buys human intel platform Symbl.ai

Today, Invoca announced its acquisition of Symbl.ai, an AI-driven human intelligence platform. The combination is aimed at giving marketers better tools for orchestrating AI-powered customer journeys contributing to revenue growth. Terms of the deal were not disclosed.

“AI fundamentally changes how brands operate digitally,” Gregg Johnson, CEO of Invoca,” said in a release. “The combination of Symbl.ai’s advanced technology and Invoca’s established leadership in AI will put forward-thinking brands in a position to deliver the buying journey of the future.”

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Symbl.ai will add to Invoca’s offerings in three areas:

AI-powered conversational experiences

Marketers can deploy conversational SMS and AI voice agents to digital channels and at human touchpoints. This will improve self-service options and bridge the gap between digital and contact center interactions. For example, consumers can schedule after-hours appointments, obtain specific information via text without a phone call, or complete purchases directly through SMS.

Contact center interactions

Symbl.ai’s proprietary large language model is trained on human-to-human conversations to understand the nuances of human dialogue. That allows it to provide agents with emotionally aware, contextually relevant insights.

Measurement and optimization

Marketers can better measure and optimize consumer experiences and the ROI of their investments. That includes prioritizing sales calls based on real-time intent signals, ensuring sales agents understand buyer needs before contacting a buyer and automating routine tasks like verifying live phone connections to physical locations.

Symbl.ai, co-founded by Surbhi Rathore and Toshish Jawale, developed advanced AI capable of capturing the subtleties of human conversations across voice, video, and text. Its specialized LLM and AI models provide automatic speech recognition, sentiment analysis and summarization, improving handoffs between digital and AI systems and human agents.