Announcement | Blog
Jan 31, 2024
What a difference a year makes. Today, we are capping off a transformative year with some exciting news: we are renaming our company from Pathlight to Echo AI and releasing our most ambitious platform expansion yet.
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Introducing Echo AI
Last year, we introduced the first conversation intelligence platform built from the ground up on generative AI. What we’ve been able to achieve since launch has greatly surpassed our expectations. We’ve built infrastructure that is capable of analyzing millions of conversations, across dozens of dimensions, using many LLMs at any time, and with unparalleled accuracy and consistency. We’ve quickly rolled out to incredible brands that are operating at multi-hundred million and billion dollar scales. We’ve established ourselves as a founding member of the first generation of LLM-powered platforms.
Most of all, we’re proud of the customer outcomes we’ve already been able to create. With each week comes a new story of Echo AI uncovering hidden insights that allowed company leaders to make impactful, high-stakes decisions in real-time.
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"After rolling out Echo AI, we’ve quickly detected product issues, opportunities to improve our team’s performance, and more. In the past, these issues would have slipped through the cracks even though our managers were spending half their day reviewing calls. I don’t know how we ever would have found these insights out before Echo AI."
–– John Burke, Executive Director of Customer Service & Systems at WineEnthusiast
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Our rebrand to Echo AI simply underlines our commitment to helping our customers harness the most important new technology of the century to better serve their own customers. The echoes of your customers should ring throughout your company and be heard by everyone.
Speaking of listening to customers. Whenever a customer rolls out Echo AI, their minds start racing on all the potential ways they could use our insights. Late last year, we started to notice multiple customers trying to figure out ways to automatically act on conversion and retention signals. From their perspective, customers were telling them exactly what they wanted or what they were going to do, and it would be foolish not to act on that information. They were leaving money on the floor.
So, we listened. Today, we’re announcing Conversation Actions, a feature that allows any insight or trend in Echo AI to automatically trigger workflows in external systems. For example, if a customer expresses interest in an additional product on a call, we tag the intent and can now trigger a promotional campaign in a Marketing Automation Platform or Customer Data Platform. Some other use cases we’ve seen:
If a customer questions the value or price of their subscription, enroll them in a retention campaign.
As customers give more detail on who they are and how they are using your product, update audience segmentation to better target similar or dissimilar customers.
If new supply chain issues are mentioned in more than X% of recent conversations, send an alert.
The signals we can find in your conversations are extremely valuable but also perishable. It’s physically impossible to act on each one at scale. With Conversation Actions, you can automatically turn each signal into an opportunity to grow.
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"Echo AI has become a centerpiece in our strategy to supercharge customer acquisition. Every customer conversation contains insights that can improve personalization, drive a conversion, or prevent churn. Echo AI enables us to easily access and act on those insights."
–– Aniketh Parmar, EVP Technology at Centerfield Media
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Announcing support for all customer channels
We believe that, because listening to customers is the key to success, every single word from your customers should be considered. Nothing should be wed. In addition to our existing support for “two-sided conversations” like calls, emails, chats, and texts, we are introducing support for analyzing “one-sided conversations” like app reviews, NPS surveys, chatbot conversations, and social posts. Just because customers aren’t directly talking to another person doesn’t mean those conversations are less valuable.
Elevating Conversation Intelligence beyond the contact center
The features we’re announcing today allow us to elevate Conversation Intelligence beyond the contact center, so that every department can benefit from our insights and actions. Historically, customer data was siloed in different departments, along with any potential insights they contained. The contact center owned support tickets, sales owned sales calls, and marketing/product owned surveys and manual voice-of-customer reviews. We believe that every employee should be able to access and benefit from conversation intelligence, as every employee plays a role in serving customers. Today’s announcements move us one step closer in achieving that vision.
Here's to an even better 2024
We couldn't be more excited for the future ahead, both for Echo AI and the industry as a whole. We have more ambitious products planned for this year. Watch this space!
On a personal note, we feel lucky to be playing a very small part in the next technology wave; we are grateful for the thousands of brilliant people upon whose shoulders we now stand; and, most of all, we are excited to help our customers serve their customers and ultimately adapt, succeed, and accelerate.
Thank you!
