Coinbase Improves Customer Support in US and India by Acquiring AI Platform Agara – Exchanges

Coinbase acquires AI-powered support platform Agara to provide “world-class support for customers.” “This acquisition will enable us to offer our customers new personalized, intelligent and real-time support options,” the exchange said. The acquisition also confirms Coinbase's strategy to expand its technology center in India.

Coinbase Improves Customer Support with AI Platform

Cryptocurrency exchange Coinbase announced on Tuesday:

Today, Coinbase announces that we are acquiring Agara, an AI-powered support platform with offices in India and the US.

“We plan to leverage Agara’s powerful deep learning and conversational AI technology to automate and improve our customer experience (CX) tools,” explained Manish Gupta, EVP of Engineering at Coinbase.

He added that improving CX “remains a top priority for Coinbase.” In recent months, the company has increased its support staff fivefold. It was also announced that 24/7 phone support and live messaging will be introduced by the end of the year.

“The acquisition reinforces our commitment to providing best-in-class support to our customers and brings Agara’s deep Machine Learning (ML) and Natural Language Processing (NLP) expertise to Coinbase’s engineering team,” Gupta continued, adding:

This acquisition will enable us to offer our customers new personalized, intelligent and real-time support options.

Earlier this year, Coinbase announced its strategy to Building a tech hub in India. The company said its presence in the country is growing rapidly. Together with the Agara team, “we will further advance Coinbase’s mission to increase economic freedom around the world,” said Gupta.

While the acquisition is “subject to customary closing conditions and is expected to close later this year,” the Coinbase executive said:

It also confirms our strategy to further expand our technology center in India.

What do you think about Coinbase acquiring AI-based platform Agara to improve customer support? Let us know in the comments section below.

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