IgniteTech has acquired Khoros, a platform for digital-first customer engagement. This strategic acquisition highlights IgniteTech’s full transition into an AI-first company, a transformation it achieved in under 10 months.
With this move, IgniteTech aims to infuse its AI technologies throughout the Khoros platform, enabling a new era of intelligent, dynamic customer experiences across every digital interaction point.
“AI answer engines are rapidly widening the gap between market leaders and those failing to understand the changes required to keep up. We’ll deliver an AI Community Orchestrator and Brand Defender, plus a complete AI-driven Brand Intelligence Suite, all multilingual and sensitive to global cultural nuances—transforming the Khoros Communities and Khoros Service (previously Khoros Care) product lines, helping brands maintain control over their narrative,” said Eric Vaughan, CEO of IgniteTech.
In a digital landscape where brands without AI-powered tools are witnessing visibility and engagement declines of up to 40%, this integration positions Khoros customers for a significant competitive edge. IgniteTech’s AI enhancements aim to boost both the efficiency and effectiveness of customer engagement by transforming how brands interact with their communities and manage customer service.
Key enhancement in the Khoros platform
The Khoros platform, which spans Communities, Service, and Social Media Management, will be upgraded with a suite of intelligent features. In Khoros Communities, new AI-powered tools will drastically reduce response times and improve the quality of interactions. The AI Expert Help system delivers instant, multi-language support, fostering faster, richer conversations.
The AI Discovery Defender also ensures that community-generated content remains easily accessible to AI search engines, helping brands avoid the severe visibility drops affecting unoptimized platforms in the wake of Google’s AI integration.
Additionally, the AI Brand Defender tracks and corrects how AI platforms interpret and portray a brand, helping maintain a consistent and positive digital presence—something that has been shown to boost clickthrough rates by as much as 18%.
The Khoros Service segment
In the Khoros Service segment, IgniteTech introduces its Brand Intelligence Suite, offering end-to-end solutions for digital brand oversight. The AI Brand Care Expert routes sensitive or high-priority issues to human agents while resolving routine requests with precision, meeting the expectations of the 83% of customers who demand immediate answers.
In addition, the AI Social Pulse Monitor uncovers early signals of emerging issues by identifying patterns beyond the reach of traditional analytics. Lastly, the AI Creator Intelligence System helps brands form genuine partnerships with content creators based on true brand alignment rather than vanity metrics—early adopters have also already reported conversion rate increases of 40-60%.
“This acquisition marks an exciting new chapter for Khoros and its customers,” added Chris Tranquill, CEO of Khoros. “Our customers have built valuable communities and brand care programs now challenged by AI answer engines. By joining the IgniteTech family, they’ll gain critical competitive advantages as slower-adoptive competitors see their digital investments lose relevance and value in the AI-first world.”