Sabio Group Acquires Voicebot Provider Fonetic

Sabio Group, a technology and digital CX service provider, has acquired Fonetic, a provider of cloud-enabled voicebots, chatbots, and customer behaviour analytics solutions. Financial terms of the deal were not disclosed.

The acquisition strengthens Sabio’s artificial intelligence and automation portfolio.

Fonetic specializes in voice recognition, natural language processing, and artificial intelligence-powered voicebot and chatbot solutions. It manages, processes, and monitors more than 200 million interactions per year for major clients like Generali, Axa, Banco Santander, Endesa, Linea Directa, Mapfre, Multiasistencia, and Vodafone.

Fonetic voicebots and chatbots are bot-agnostic and can be deployed using either the company's own technology or integrated with third-party NLP assets like Microsoft Bot Framework and Luis, Google Dialogflow, IBM Watson, Nuance's Nina, Sabio flexAnswer, Genesys, or home assistants like Alexa and Google Home.

"We're now at the stage where it's reasonable to expect that almost every customer interaction will soon be fronted by AI in some shape or form and that AI-enabled capabilities are poised to transform customer experience," said Sabio's CEO, Jonathan Gale, in a statement. "With its proven voicebot, chatbot, customer behaviour analytics, and visualisation capabilities, Fonetic directly addresses this challenge. The company not only brings an incredibly talented team but valuable expertise in CX digital transactions that will be an important addition to Sabio’s own IP portfolio."

"At Fonetic we can demonstrate how our voicebots and chatbots perform at scale. This helps our clients to digitally transform their customer engagement by increasing CX efficiencies while also securing significant increases in customer satisfaction," said Juan Manuel Soto, Fonetic's CEO and founder, in a statement. "As part of the Sabio Group we can bring our voicebot and chatbot offering to a much broader market, especially as AI and automation adoption within the CX sector is set to accelerate exponentially."