MaxContact today announced its acquisition of Curious Thing’s technology and assets. The move will significantly enhance MaxContact’s current AI capabilities while maintaining the company’s commitment to balancing technology with meaningful human connections in contact centres.
Integrating Curious Thing’s advanced conversational AI platform into MaxContact’s existing suite of solutions will accelerate the company’s product roadmap and provide clients with more sophisticated tools to enhance customer experiences.
It also represents an exciting next step that builds upon MaxContact’s established AI offering, particularly its Spokn AI platform, which currently provides advanced speech analytics that helps businesses understand the ‘why’ behind 100% of contact centre conversations. The recent launch of Success Intelligence, an enhancement to Spokn AI that reveals the DNA of successful sales conversations through AI-powered analytics, further demonstrates MaxContact’s ongoing commitment to innovation in this space.
Curious Thing’s conversational AI technology will strengthen these capabilities with the introduction of AI agents for sales, debt collections and customer use cases.
AI agents are skilled bots that can converse naturally with clients to promptly answer their questions. They may wish to schedule an appointment or get a quote for a part for a new vehicle. The AI agents take the routine tasks away from the human agents so they can focus on more value-added tasks.
“The strategic acquisition of Curious Thing represents a major milestone in our AI strategy,” said Ben Booth, CEO of MaxContact. “We’ve always believed that the best conversation outcomes come from empowering human agents with the right technology, not replacing them. Curious Thing’s AI abilities will therefore help our clients’ contact centre teams become more efficient while maintaining that crucial human connection.”
MaxContact’s enhanced AI offering with Curious Thing’s integration will focus on:
- AI Agents: Providing real-time AI agents to handle routine customer interactions
- Performance Insights: Delivering deeper analytics and actionable intelligence to improve service quality continually
- Operational Efficiency: Streamlining workflows and automating routine tasks to allow agents to focus on complex customer needs
“We’re seeing a significant shift in how UK businesses approach customer engagement and digital transformation,” added Ben Booth, CEO at MaxContact. “Our clients are looking for solutions that empower their teams with AI-driven insights and assistance while preserving the authenticity and empathy that human agents can provide. This acquisition positions us perfectly to meet that need.” It comes as the contact centre industry faces increasing pressure to balance efficiency with personalisation and performance increases, a challenge that MaxContact’s human-centred AI approach directly addresses.
It comes as the contact centre industry faces increasing pressure to balance efficiency with personalisation and performance increases, a challenge that MaxContact’s human-centred AI approach directly addresses.
Find out more about MaxContact and Curious Thing, here.
