Coinbase has confirmed the acquisition of Agara, an AI-powered support platform with operations in India and the US.
It’s a move that reinforces the firm’s commitment to delivering support for customers, and brings Agara’s expertise in machine learning (ML) and natural language processing (NLP) to Coinbase’s engineering team.
The group underlined its plans, as it stated: “We plan to leverage Agara’s powerful Deep Learning and Conversational AI technology to automate and enhance our customer experience (CX) tools. Improving our CX remains a top priority for Coinbase — in the past few months we have increased our support staff headcount by 5x and announced that we’ll deliver 24/7 phone support and live messaging by end of year. Through this acquisition, we’ll be able to provide our customers with new personalized, intelligent, and real-time support options.”
Earlier this year, the firm also announced its strategy to build out a tech hub in India, underlining that it’s looking forward to welcoming the Agara team to our rapidly growing presence across the country.
This acquisition is subject to customary closing conditions and is expected to close later this year.