Invoca is taking a big leap into agentic AI with the acquisition of Symbl.ai, a move that could transform how brands orchestrate the customer experience across digital, voice, and messaging channels.
The deal brings Symbl.ai’s advanced language models and multi-agent orchestration tools into Invoca’s revenue execution platform. This allows B2B and B2C brands to create more cohesive, AI-augmented buying journeys, where automated agents and human reps work in tandem and context is carried across every channel.
“AI is upending the worlds of advertising, commerce, and the contact centre, completely disrupting how brands have learned to operate in the digital era. In combining Symbl.ai’s cutting-edge AI technology and Invoca’s decade-long record of AI leadership, we are empowering forward-leaning brands to deliver the seamless buying journey of the future,” said Gregg Johnson, CEO of Invoca.
Symbl.ai’s platform is built around a proprietary LLM trained specifically on human conversation. Unlike generic large language models, this one is optimised to parse nuance in spoken and written exchanges across voice, video, and text. It supports real-time summarisation, sentiment detection, key phrase extraction, and decision support during live customer interactions.
The acquisition will allow Invoca customers to:
- Deploy conversational AI agents across SMS and voice, integrated with digital touchpoints.
- Provide live agents with contextual insights before and during conversations to drive better outcomes.
- Build and automate agentic workflows across channels using Symbl.ai’s multi-agent studio.
The integration promises tighter alignment between AI-powered self-service and human engagement, reducing drop-offs, improving personalisation, and increasing conversion rates.
This acquisition also signals Invoca’s broader push to future-proof its platform amid growing demand for automation and conversational intelligence. As economic pressure and AI disruption converge, brands are being forced to modernise how they engage buyers, without sacrificing quality or trust.