John Chambers-backed Uniphore acquires Spain-based AI company; to expand into European markets in FY22

John Chambers-backed Uniphore, which automates customer service for businesses using artificial intelligence (A), has acquired Emotion Research Lab — a Spain-based AI company that analyses human behaviour through facial recognition of emotions to understand customers better — for an undisclosed amount. IIT Chennai-incubated company Uniphore is among the prominent Indian software startups that have expanded globally in the last decade. Uniphore, which currently has a presence in the US, Singapore, and Japan as well, will combine its conversational service automation (CSA) solution with Emotion Research Lab’s video-focused AI service to enhance its offerings. CSA technology understands, analyzes, and automates voice conversations in real-time including transcription of calls, in-call agent coaching, automation of after-call work, etc.