Nanorep

Nanorep was an Israeli technology company founded in 2009 by Doron Herzlich, Ofer David, Amit Ben Shahar, and Aviv Dror, with its headquarters in Herzliya. The firm specialized in creating digital self-service, chatbot, and virtual assistant solutions designed to enhance customer engagement. It developed a customer service management platform that used patented natural language processing and artificial intelligence to field questions from customers and provide contextually appropriate answers. This system was accessible across various digital channels, including websites, mobile apps, email, and social media platforms like Facebook Messenger.

The company's business model was based on a classic software-as-a-service (SaaS) annual subscription fee. Pricing was tiered based on the number of instant answers provided to a client's customers each month, with a small-business plan starting at $199 per month for up to 1,500 answers. Nanorep's platform was engineered to learn from every customer interaction, continuously building upon its knowledge base to improve the accuracy of its responses. This aimed to reduce call center volume, lower support costs, and increase overall customer satisfaction. The company served a wide range of sectors, including retail, e-commerce, telecommunications, hospitality, and entertainment, attracting over 200 companies worldwide, such as FedEx, Intuit, and Vodafone.

In 2014, Eli Campo, who had previously served as General Manager at Shopping.com and for eBay's Israeli operations, was appointed CEO to steer the company's focus from small to medium-sized businesses towards larger enterprise clients. This strategic shift proved successful. On August 1, 2017, the software-as-a-service provider LogMeIn acquired Nanorep for approximately $45 million. LogMeIn integrated Nanorep's technology into its Bold360 customer engagement platform, enhancing it with advanced AI and chatbot capabilities. This acquisition allowed LogMeIn to accelerate its vision for AI-driven customer engagement and leverage Nanorep's technology across its product portfolio. Keywords: customer self-service, chatbot, virtual assistant, natural language processing, AI customer engagement, knowledge management, SaaS, customer support automation, LogMeIn, Bold360, digital self-service, customer experience, automated support, help desk automation, conversational AI, enterprise software, contact center solutions, customer service technology, e-commerce support, intelligent routing