Horizn co-founder and CEO Janice Diner, who believes vision, grit, people and relationships are the ingredients of business success, is transitioning into a new role as head of marketing at Inbenta. [Courtesy photo]
Inbenta has acquired Horizn, a Toronto, Canada-based company that provides easily embeddable interactive product demos. Inventa said the partnership expands its customer experience platform.
Inbenta, an Allen-based AI platform aimed at optimizing the customer experience, said the acquisition adds a new component to its customer service toolkit, providing step-by-step tutorials to help businesses. Develop, edit, and deploy content quickly, improving self-service. , reductant escalation.
The deal with Horizon comes after Inventa announced $40 million in funding led by Tritium Partners in January and officially announced its move from California to Texas in March.
Inbenta says it will use its resources to accelerate product innovation, including the broader Generative AI integration announced earlier this month, as well as establish partnerships and potentially engage in further M&A activity.
Visually oriented product demos
Inbenta CEO Melissa Solis believes customer experience plays an essential role in business. “We all know how helpful and time-saving tutorials can be when they are provided in an easy-to-understand visual format,” she said.
Solis said Inbenta believes “customer experience is at the heart of everything we do,” making the product demo feature a natural fit for the company's customer experience platform.
“The acquisition of Horizon is another milestone in Inventa's commitment to helping businesses more effectively reduce customer service costs, increase sales and improve the overall customer experience,” Solis said in a statement. ''.
Inventa said the acquisition comes as companies increasingly look to leverage visually appealing content in help centers and other customer service settings to improve customer experience and employee training. said it was done.
Advocate for self-service
According to Inbenta, Horizn has been shown to de-escalate agents in most cases and employ self-service in 80% of cases. Horizn has also been able to establish a large customer base with major financial institutions in the US, Canada and the UK.
Inventa said the addition of interactive product demos expands Inventa's customer experience platform, which already includes chatbots, search, messenger and knowledge management services. This acquisition underscores Inbenta's platform approach of integrating AI and digital CX tools to provide comprehensive support across the customer journey.
“By acquiring Horizn, Inbenta expands the number of customer experience touchpoints we can offer and sets us apart from the text-heavy majority in the industry,” said Horizn Co-Founder and Chief Executive Officer. (CEO) Janice Diner said in a statement. “The entire Horizn team is excited about this next phase of impact and innovation and looks forward to integrating Inbenta's leading customer experience into his platform.”
Horizn was founded in 2011 in Toronto, Canada. Deiner, who describes Horizn as “self-made, profitable, and proud,” believes that “once you have a customer, love them.” In a Q&A with RBC Royal Bank, Diner also said, “It's important to hire great people.''
Inbenta announced that as part of the acquisition, Mr. Diner, CEO of Horizn, will transition to a new role as Inbenta's head of marketing.
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