Sabio strengthens digital offering

The Sabio Group has announced the acquisition of flexAnswer Solutions, a Singapore-based provider of innovative Virtual Assistant solutions based on its own advanced NLP and machine learning technologies, the company said.

By adding flexAnswer´s capabilities to those offered by its existing partners, Sabio has a stronger portfolio to help organisations optimise digital engagement and seamlessly integrate this with other digital and human assisted services traditionally provided through contact centres.

The acquisition follows Horizon Capital´s original 2016 strategic investment in Sabio, and is part of an ongoing growth plan to broaden the company´s solutions portfolio and geographic coverage. To date this has included the acquisitions of SaaS solutions provider Rapport in March 2017, DatapointEurope — one of Europe´s contact centre technology providers – in July 2017, and customer insight and contact centre benchmarking experts Bright UK in March this year.

flexAnswer offers a comprehensive Virtual Assistant platform — covering web, voice and messaging channels which can be applied externally to support customers, and internally to support advisors from a single implementation. It makes use of an innovative proprietary Natural Language Processing platform to understand requests and generate channel-appropriate responses from its advanced Knowledge Management system. By applying Machine Learning combined with Sabio managed service, the system can quickly broaden its knowledge and continually increase its value.