Enterprise-grade digital customer service and social media orchestration driven by intent-based AI.
Khoros Response, as of 2026, has evolved into a sophisticated AI-first orchestration platform for enterprise digital customer service. Built on a scalable multi-tenant architecture, it serves as the central nervous system for brands managing high-volume interactions across 20+ digital channels, including WhatsApp, Apple Business Chat, and major social networks. The technical core leverages 'Khoros AI'—a proprietary blend of LLMs and NLU models that identifies customer intent, sentiment, and urgency in real-time. This allows for automated routing to specialized human agents or AI-driven resolution bots. The platform distinguishes itself through its robust governance layer, offering enterprise-grade security and compliance features essential for regulated industries like finance and healthcare. By 2026, Khoros has deepened its 'Smart Response' capabilities, providing agents with contextually aware, brand-aligned draft suggestions and automated summarization. Its market position is defined by its ability to unify asynchronous social messaging with synchronous community management, providing a 360-degree view of the customer journey within a single unified inbox.
Uses NLP to categorize and prioritize incoming messages based on urgency and sentiment scores.
Verified feedback from the global deployment network.
Post queries, share implementation strategies, and help other users.
Real-time anomaly detection that identifies spikes in negative sentiment across social channels.
Automatic synchronization of social interaction data with Salesforce or Microsoft Dynamics profiles.
Native connectors for tools like Verint and Nice to align agent schedules with digital traffic volume.
Native language processing for 50+ languages without relying on generic translation services.
LLM-powered feature that suggests complete responses based on the brand's knowledge base and past successful resolutions.
Aggregates performance metrics (CSAT, NPS, FRT) across all digital touchpoints into unified visualizations.
A retail brand receives 10k+ daily mentions and struggles to identify actual support requests from noise.
Registry Updated:2/7/2026
A PR crisis occurs, causing a 500% spike in negative brand mentions.
Identifying potential leads who are discussing product needs on public forums.