Zendesk Buys AI-Native Analyst Platform HyperArc

In the US, CX software and solutions specialist Zendesk has acquired analytics platform HyperArc, a provider of real-time GenAI-powered insights.

Zendesk's customer experience software gives access to billions of interactions - across chat, e-mail, messaging, social media channels, communities, review sites and help centers - enabling businesses to build closer relationships with their customers. HyperArc is known for its proprietary HyperGraph engine and real-time AI-powered data, and Zendesk says the buy will position it 'at the forefront of AI-driven customer intelligence.'

By integrating HyperArc's technology, Zendesk says it will create a unified analytics platform adding next generation AI insights to the foundation of its own Explore solution. Shashi Upadhyay, President of Product, Engineering and AI at Zendesk, comments: 'GenAI is transforming analytics, making it radically easier to derive deep insights from service data. This acquisition will help Zendesk customers benefit from new GenAI-powered insights and automations. HyperArc's world-class team and pioneering HyperGraph technology unlock self-service insights and rapid innovation, empowering our users to make smarter decisions, faster.'

Zuye Zheng, co-founder and CTO of HyperArc, states: 'Our mission has been to turn AI into a true analytical partner - one that learns from your best analysts and delivers value at every step. Joining Zendesk means we can bring these next-generation, real-time insights to hundreds of thousands of organizations worldwide, unlocking a new era of customer intelligence.'

The buyer is online at www.zendesk.co.uk .