Kustomer, the omnichannel customer service management platform, has agreed to acquire Reply.ai, the AI-powered customer service and support platform focused on self-service chatbots. Terms of the transaction were not disclosed. “We are excited for Reply to join Kustomer and share its mission to make customer service more efficient, effective, and personalized. As a long-time partner of Kustomer, we are able to seamlessly integrate our deflection and chatbots technologies into Kustomer’s platform and help brands more cost-effectively increase efficiency. We look forward to working with Brad and the entire team,” said Omar Pera, Cofounder of Reply.

We are excited for Reply to join Kustomer and share its mission to make customer service more efficient, effective, and personalized. As a long-time partner of Kustomer, we are able to seamlessly integrate our deflection and chatbots technologies into Kustomer’s platform and help brands more cost-effectively increase efficiency. We look forward to working with Brad and the entire team – Omar Pera

Founded by Clara de Soto, Erica Mannherz Fusacchia, Omar Pera, and Pablo Pera in 2016, Reply.ai had raised a total of $3.7M in reported equity funding across three rounds.  The company’s backers include Seedcamp, TransCosmos, Jose Manuel Entrecanales Venture Capital, R/GA Accelerator, All Iron Ventures, All Iron Ventures, The Fund, Aflac Corporate Ventures, and Bull Partners.

Reply’s customers include The Cosmopolitan Of Las Vegas, Vail Resorts, Honeywell, Glovo and Paula’s Choice.  It appears that Reply.ai will continue to operated under Reply.ai by Kustomer branding and capabilities of its platform will be integrated directly with Kustomer’s existing Kustomer IQ product.

“We believe artificial intelligence is essential to helping today’s enterprises scale customer service and efficiently deliver exceptional results.  We recently rolled out Kustomer IQ to meet the growing need for companies to have access to the power of AI, and with today’s acquisition, we continue our investment in bringing self-service tools and intelligence capabilities to our clients,” said Brad Birnbaum, CEO and Cofounder of Kustomer.

We believe artificial intelligence is essential to helping today’s enterprises scale customer service and efficiently deliver exceptional results.  We recently rolled out Kustomer IQ to meet the growing need for companies to have access to the power of AI, and with today’s acquisition, we continue our investment in bringing self-service tools and intelligence capabilities to our clients. Reply has built deflection and self-service chatbots that help companies effectively deflect initial customer communications at an astounding rate of 40 percent. This means that almost half of all initial customer communications can be successfully resolved without requiring live interaction with a service agent, bringing greater efficiency to the entire customer service function.  We are excited to welcome co-founders Omar and Pablo Pera and the entire Reply team of world-class data scientists and engineers to the Kustomer Krew. – Brad Birnbaum