Wysdom

Wysdom.ai, founded in 2012 by Ian Collins, Jeff Brunet, and Karen Chan, operates as a developer of a conversational artificial intelligence operations software. Initially established as CrowdCare in Toronto, Canada, the company focused on analyzing mobile device data to troubleshoot customer support issues. A significant milestone was the rebranding to Wysdom.ai in 2017, which coincided with an $8.5 million funding round to reflect the company's increased focus on AI and to support global expansion. This followed earlier funding rounds, including $1 million and $3.5 million in 2014. In January 2024, Wysdom was acquired by Calabrio, a Minneapolis-based company specializing in customer support center solutions.

The company's core business revolves around optimizing the performance of virtual agents, also known as chatbots, for enterprise clients. Wysdom provides a suite of software and services designed to analyze, test, and enhance virtual agent experiences across various platforms. The business model is structured as a Conversational AI as a Service, offering solutions like virtual agent implementation, operational tune-ups, and comprehensive conversation analytics. This enables their clients, which include major telecommunication companies and other large enterprises, to improve customer satisfaction and reduce care expenses by automating customer interactions effectively. The platform uses machine learning and a vast library of training data to improve the accuracy and efficiency of these automated customer service interactions.

Wysdom's product offerings are centered on the Wysdom Operations Center, a chatbot analytics software that helps operators manage and improve virtual agent performance. The services include identifying gaps in chatbot knowledge, creating new intents and responses, and integrating with back-office systems to handle more complex customer transactions like checking balances or extending payment deadlines. A key feature is its ability to provide deep analytics on customer conversations, allowing for continuous optimization of the AI. This full-service approach combines technology with a team of experts to manage and train the AI, ensuring it meets specific business key performance indicators. Following the acquisition by Calabrio, Wysdom's technology is being integrated into the Calabrio ONE suite to provide a unified view of both human and virtual agent performance.

Keywords: conversational AI, virtual agent optimization, chatbot analytics, customer service automation, AI operations, machine learning, natural language processing, contact center solutions, enterprise software, bot management