Smart Communications has acquired Pendula to enhance AI capabilities in customer chat, improving SEO performance.
Smart Communications has announced the acquisition of Pendula, an Australian company that specialises in intelligent orchestration and digital delivery technology. This strategic move aims to enhance customer interactions across digital channels for enterprises in heavily regulated sectors. By integrating Pendula’s orchestration capabilities and artificial intelligence tools into its Conversation Cloud platform, Smart Communications enables regulated organisations to communicate with customers through various channels, including SMS, email, WhatsApp, and RCS. The acquisition addresses the rising pressure on organisations in financial services, insurance, and healthcare to provide faster and more personalised customer communication, as highlighted by Smart Communications’ State of Customer Conversations report, which reveals that only 54% of customers are satisfied with the omnichannel experiences offered by their providers.
The integration of Pendula’s technologies is designed to reduce friction in communications, improve completion rates, and strengthen customer engagement across preferred digital channels. Leigh Segall, CEO of Smart Communications, emphasises that this acquisition is a natural progression in their evolution, aimed at solving the challenges clients face in orchestrating complex, high-value customer interactions at scale. Pendula’s Intelligence Suite will enhance the Conversation Cloud by providing analytics, AI-driven decision-making, and configurable AI agents that adhere to organisational compliance requirements. This suite facilitates trend analysis, forecasting customer needs, and personalised automated responses, while the orchestration technology includes intelligent failover to ensure messages are redirected to the most effective channel if they do not reach customers initially.
Categories: Acquisition, Customer Experience, Artificial Intelligence
Tags: Acquisition, Pendula, Orchestration, Digital Delivery, Customer Interactions, AI Capabilities, Conversation Cloud, Omnichannel, Personalisation, Compliance