Khoros Response

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.