Astute (now Emplifi) is a software company specializing in AI-driven solutions for consumer engagement and customer experience (CX) management. Their platform enables brands to enhance consumer interactions by blending human expertise with artificial intelligence, making customer service more efficient and fostering brand loyalty.
Their technology is designed to eliminate friction across every customer interaction point, supporting businesses as they navigate today's multi-channel, always-on consumer environment. Astute (now Emplifi) combines advanced tools such as artificial narrow intelligence (ANI), natural language processing (NLP), deep learning, and omni-channel engagement to deliver context-aware service and actionable insights.
The company offers a range of CRM, knowledge management, and customer interaction solutions that help organizations:
- Improve customer understanding and engagement
- Empower customers, agents, and partners with timely, relevant information
- Resolve customer issues efficiently and accurately
- Boost employee productivity and satisfaction while reducing training costs
- Adapt to changes in regulations, business needs, and customer preferences
- Capture 'voice of the customer' insights to drive continuous improvement and revenue growth
Astute (now Emplifi) stands out for over two decades of experience in the CX space, focusing on innovative technologies such as smart knowledge management systems and social media listening. Their unified customer view and agent guidance features are designed to support both customer-facing teams and end users.
Who Uses Astute (Now Emplifi)?
Astute (now Emplifi) primarily serves leading consumer brands across various industries. Notable customers include Benefit Cosmetics, Toyota, Kimpton Hotels, Stanley, Freshpet, Hardee’s, Bath & Body Works, and Aeromexico. These organizations leverage Astute's solutions to improve customer loyalty, service efficiency, and brand protection.
How Was Astute (Now Emplifi) Started?
With roots as Astute Solutions, the company has evolved over more than 20 years to become a recognized expert in consumer relations and CX technology. The leadership team includes Ohad Hecht (Chief Executive Officer), Peter Bennfors (Chief Financial Officer), Jennifer Brooks (Chief Revenue Officer), Susan Ganeshan (Chief Marketing Officer), Todd McCaslin (Chief Technology Officer), and Dagmar Sevcikova (Chief People & Diversity Officer). Their combined expertise drives ongoing innovation across customer engagement technologies. Learn more about their story on their About page.
What Makes Astute (Now Emplifi) Different?
Astute distinguishes itself through its focus on contextually blending human and AI capabilities, providing a unified view of the customer and actionable insights. Their approach aims to make interactions as natural and seamless as possible, mirroring how consumers communicate with friends rather than through rigid interfaces.
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