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Kahuna steps out of the door with the customer's platform of engagement

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We continue to hear about the value of the customer experience of some of the world's largest software companies. Last week, Adobe introduced the Adobe Summit customer experience system. At the same time, Salesforce announced its cloud integration. Today, Kahuna, a start-up in Redwood City, Calif., Has announced a platform to compete with giants to help brands create more targeted interactions.

CEO Sameer Patel said the company is a cloud service designed to give users more information with artificial intelligence foundation. The goal is to help them push the customer to the finish line of the sale by reducing the line noise around a sale and keeping the conversation going when the customer is silent.

"If you are a salesperson, we reduce cognitive overload for buyers by suggesting some better targeted products.Using AI, we optimize your message copy and the subject lines. abandoning your shopping cart with better deals – we are triggering real-time actions to close trades, facilitating placement and paid promotions, "Patel told TechCrunch.

This involves better understanding the customer and feeding the engine of artificial intelligence, which obviously involves data. Patel says that the company has spent a year building a real-time data platform when it was created in 2011.

"Kahuna may ingest live interaction data via [our] SDK or third-party systems such as order management.We can capture any new gestures of [these sources] and update the user's profile in four seconds or less.After that done, we apply the AI ​​to determine the best message, the best time, the best line of object, the best device and the best channel, "he explains.

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Kahuna analysis dashboard. Screenshot: Kahuna

Whenever there is this level of customer data collection, there are questions about data privacy, especially with the EU's GDPR data protection rules at the # 39; horizon. "Even before GDPR, we have always co-opted the customer's user rights (the market) and no more.If you have not given permission from the market, then we do not have permission Period, "said Patel.

A platform like this is only as good as the data integration points, and the company also announced some important partnerships. "For this announcement, we will go out with the Oracle / Responsys integration (their email marketing works with the Kahuna platform) and Magento (Kahuna will incorporate the commercial engine user signals to make our user profile and smarter artificial intelligence). He says the platform was designed to hook up other services, and he expects there to be additional partnerships over time.

Kahuna was launched in 2011 and raised $ 58 million in risk investments. The Company's $ 11 million Series A was led by Sequoia Capital in 2014, followed by a $ 45 million Series B led by Tenaya Capital in 2015


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