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Coinbase is acquiring an AI-powered support platform Agara in an effort to deliver âworld-class support for customers.â The exchange explained that âThrough this acquisition, weâll be able to provide our customers with new personalized, intelligent, and real-time support options.â The acquisition also reconfirms Coinbaseâs strategy to build out its tech hub in India.
Coinbase to Improve Customer Support With AI Platform
Cryptocurrency exchange Coinbase announced Tuesday:
Today, Coinbase is announcing that we are acquiring Agara, an AI-powered support platform with operations in India and the US.
âWe plan to leverage Agaraâs powerful Deep Learning and Conversational AI technology to automate and enhance our customer experience (CX) tools,â explained Manish Gupta, Coinbaseâs EVP of Engineering.
He added that improving CX âremains a top priority for Coinbase.â In the past few months, the company increased its support staff headcount by five times. It also announced that 24/7 phone support and live messaging will be rolled out by year-end.
âThe acquisition reinforces our commitment to delivering world-class support for customers, and brings Agaraâs deep expertise in machine learning (ML) and natural language processing (NLP) to Coinbaseâs engineering team,â Gupta continued, adding:
Through this acquisition, weâll be able to provide our customers with new personalized, intelligent, and real-time support options.
Earlier this year, Coinbase announced its strategy to build out a tech hub in India. The company said that its presence in the country is rapidly growing. Together with the Agara team, âwe will continue to advance Coinbaseâs mission of increasing economic freedom around the world,â Gupta opined.
While the acquisition âis subject to customary closing conditions and is expected to close later this year,â the Coinbase executive said:
It also reconfirms our strategy to continue to build out our tech hub in India.
What do you think about Coinbase acquiring the AI-powered platform Agara to enhance its customer support? Let us know in the comments section below.
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