Humach acquires InfinitAI to boost AI-powered customer experience solutions

Humach, an agent and technology outsourcer, has acquired Colorado-based InfinitAI, which is engaged in providing purpose-built artificial intelligence (AI) technology and conversational design interface for contact center agent assistance.

InfinitAI is expected to fast track Humach’s vision for intelligent contact centers that club together with the strengths of humans and machines for offering enhanced customer experiences.

Paul Smith – CEO of InfinitAI, who will become chief revenue officer for Humach said: “We are delighted to join the talented Humach team to deliver exceptional customer experiences and operational efficiency using AI.”

According to Humach, the transaction follows the launch of its new website, which announced the next generation of artificial intelligence-powered digital agents to their CX solution portfolio. The company said that through the combination of conversational design and deep process expertise with artificial intelligence and machine learning capabilities, its solutions will help in the automation of knowledge and data-driven decision-making for continuous improvements at all the touchpoints in the customer journey.

Tim Houlne – CEO of Humach said: “Customer expectations have evolved, and delivering AI-powered conversational experiences with voice, chat and SMS improves resolution rates, customer satisfaction, and outcomes in the contact center. InfinitAI and Agent-Assist will help guide agents through successful customer journeys with real-time information and decision trees to improve customer experiences for all our customers.”