Puzzel to Acquire SupWiz for Enhanced AI Solutions

Puzzel has announced that it will acquire SupWiz, an enterprise-grade omnichannel conversational AI platform. This move aims to enhance customer experiences by leveraging AI.

According to Puzzel’s State of Contact Centres 2024 report, 41% of European customer service leaders expect AI and machine learning to significantly impact the industry in the next two years.

SupWiz’s advanced AI features integrate with the Puzzel platform, enabling organizations to enhance customer interactions and maintain control through compliance and explainability.

Frederic Laziou, CEO of Puzzel said, “With SupWiz, we will bring the latest and most exciting AI technology to our customers’ fingertips, with a strong focus on security and compliance, helping them automate large numbers of inbound requests and increasing first contact resolution as well as time to resolution. This helps agents focus on the most complex requests, while getting customers the results they need fast.”

Stephen Alstrup, CEO and co-founder of SupWiz said, “As interest in AI has continued to grow, we have been working on building a ground-breaking AI platform, specifically geared to the needs of CX leaders, enabling them to automate and optimise customer service and support, together with Puzzel, we will scale to bring our CX technology to every leading organisation in Europe.”

Author: Hannah Swankie