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Spring Innovation Release: Powerful platform updates to boost efficiency

by Sejal Amin, Chief Technology Officer | May 18, 2021

Our days are getting sunnier, flowers are blooming, and the world is creaking back into motion following a long, difficult winter. Whether you’re a B2B or B2C brand, the global pandemic accelerated the need to be digital-first, and we’re proud to have helped over 2,000 of the world’s most successful brands make that transition with our award-winning customer engagement platform.

And it just keeps getting better! We kicked off 2021 with two exciting acquisitions: Topbox, the leading solution for delivering meaningful insights and analytics out of structured and unstructured CX data; and Flow.ai, a pioneer in conversational AI, bots and automation. We’ve been busily integrating both solutions into the Khoros platform while continuing to expand their capabilities.

In today’s Spring Release, we’ve got even more good news to share, with updates that will enhance user experience, improve efficiency, and increase analytical power across the entire Khoros experience.

Spring Innovation Release highlights

Highlights of the capabilities included in our in our Spring Innovation Release are:

  • Enhanced automation framework in Engagement Manager: Our Engagement Manager enables brands to work more efficiently and cohesively by simplifying and enhancing employee responses to any and all digital channels — owned or public. Engagement Manager can now seamlessly escalate posts to private messaging sessions with agents, detect warranty status from CRM integration, suggest popular responses to questions, and more.

  • Natural language processing (NLP)-powered AI: Khoros Intelligence is now more powerful with NLP-powered theming to give marketers faster, better insight into conversations happening on social media.

  • Protection against offensive content: We partnered with Samurai Labs — an AI firm dedicated to preventing online violence — to detect potentially offensive content, and reject or approve posts. Offensive content is then automatically removed from communities without exposing moderators to this stressful material, ultimately creating healthier and more positive communities.

  • Paid ads execution: We’re empowering social media marketers to work more efficiently with the release of ads execution for Facebook and Instagram in Khoros Marketing, at no additional cost or programmatic fees. Seamlessly switch between creating and publishing organic and paid content, with the ability to promote content and create ads using exciting campaigns and ad sets.

  • Partnership with Talkwalker: We expanded our roster of listening partnerships through a new relationship with Talkwalker. Talkwalker is a leading listening and analytics tool delivering real-time insights across 187 languages on all social media channels and online media.

  • CX Insights on-the-go: Khoros CX Insights is now available via mobile app for Android and iOS devices to give you insights wherever, whenever.


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Learn more about our 2021 Spring Innovation Release

Innovation is alive and well at Khoros — it’s part of what inspired me to join Khoros as CTO, and I’m excited every day about the work we’re doing and what lies ahead. As we continue to advance the frontiers of digital-first customer engagement, we look forward to helping you win, serve, and grow your customer base to create customers for life.

To learn more about our 2021 Spring Innovation Release, visit khoros.com/whats-new. For additional information about Khoros’ digital-first customer engagement platform and services, visit khoros.com.

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