Diabolocom acquires AI start-up Phedone

MASSACHUSETTS, UNITED STATES — Paris-based Diabolocom, a provider of cloud-based customer service solutions, has acquired French artificial intelligence (AI) startup Phedone to integrate advanced artificial intelligence into its customer interaction platforms. 

The move aims to strengthen Diabolocom’s position as a top European player in AI for customer service against competitors like OpenAI, Microsoft and Google.

“The contact [center] has now become the primary interface between companies and their customers,” said Diabolocom founder and president Frédéric Durand.

Phedone’s proprietary AI technology will enable Diabolocom’s solutions to offer automated transcription, categorization, call summarization, sentiment analysis, and conversational bots in multiple languages. This is expected to help companies personalize customer journeys, empower call agents, and drive productivity.

The acquisition also allows Diabolocom to control the full AI production chain in-house and meet European data security standards by storing all data locally. Phedone’s models are optimized for energy efficiency as well.

“Our ambition is to become the leading European player in the field of artificial intelligence applied to the contact centre, as we already are in that of customer interaction management, with a sovereign approach to data and carbon neutrality by 2030,” Durand added.

Diabolocom currently serves over 350 global companies. Established in 2005, the firm offers a cloud-based customer interaction management solution for contact centres, sales teams and customer services.

Read more here.