• by Ray Schultz , May 15, 2020

Kustomer, an omnichannel SaaS platform, will acquire Reply, a customer service automation company, Kustomer announced on Thursday. Terms of the acquisition -- Kustomer’s first purchase -- were not disclosed.

Founded in 2016, Reply offers a suite of tools, including deflection widgets that can be embedded in email and forms. In addition, the firm examines historical and contextual data.

Reply is based in Madrid, and will accelerate New York-based Kustomer’s European expansion. The entire Reply team, including co-founders Omar and Pablo Pera, will join Kustomer.

The acquisition also extends Kustomer’s investment in "bringing self-service tools and intelligence capabilities to our clients," states Brad Birnbaum, CEO and co-founder of Kustomer. 

This purchase follows Kustomer’s rollout of Kustomer IQ, an artificial intelligence engine embedded in Kustomer's CRM platform.

According to Kustomer, Reply deploys artificial intelligence and machine learning to improve agent efficiency with self-service chatbots.