Pathlight becomes Echo AI and launches new marketing automation features

Customer engagement startup Pathlight has rebranded as Echo AI and introduced new features for its flagship software platform.

The company, incorporated as TTSF Inc., has $35 million in financing from Kleiner Perkins and other investors. It provides a platform that uses artificial intelligence to find areas for improvement in call center teams’ interactions with customers. The platform can, for example, identify cases where a user’s technical support question has not been fully answered.

Echo AI also serves as a marketing tool. According to the company, its platform extracts information about customer purchasing preferences from contact center calls and makes the data available for use in promotional campaigns. The new features that Echo AI introduced today in conjunction with its rebranding improve this part of its platform feature set.

The first addition is called Conversation Actions. According to the company, it detects instances where a customer expresses interest in purchasing a certain product during a call. The feature can then send that customer a personalized sales offer through a third-party marketing automation service.

Echo AI provides integrations with marketing automation tools from Salesforce Inc., HubSpot Inc. and several other companies. It can also send information about shoppers’ purchasing preferences to customer data platforms, or CDPs. These are applications that marketers use to aggregate consumer behavior data from different systems and find ways to improve advertising campaigns.

Besides sending upsell offers, Echo AI’s new Conversation Actions feature can also automate several other tasks. It is able to notify marketers when a certain metric, such as the number of users who mention a competitor during a call, exceeds a certain threshold. Additionally, conversation actions can offer incentives such as discounts when a user considers canceling a subscription.

As part of today’s update, Echo AI is also expanding the range of data sources its platform relies on to understand buyer behavior. Until now, the platform has primarily focused on handling contact center calls, emails and SMS. Echo AI can now also ingest app reviews, social media posts, Net Promoter Score surveys, and chatbot conversations.

“The features we are announcing today allow us to elevate conversational intelligence beyond the contact center, so every department can benefit from our insights and actions,” wrote Alex Kvamme, general manager of Echo AI, in a press release. blog post Today. “We believe every employee should be able to access and benefit from conversational intelligence because every employee plays a role in serving customers. »

The platform visualizes customer behavior patterns it finds in graphs to make analysis easier for workers. Echo AI can, for example, generate a pie chart that highlights the most common reasons why users cancel a subscription. The platform also tracks buyer sentiment and a series of related metrics.

Under the hood, Echo AI uses large language models to analyze the customer data it ingests. It leverages both open source LLMs and commercial models from providers such as OpenAI. Customers can optionally refine LLMs by training them on internal marketing datasets.

“We have built an infrastructure capable of analyzing millions of conversations, in dozens of dimensions, using numerous LLMs at any time, and with unparalleled accuracy and consistency,” detailed Kvamme.

Image: Echo AI