Khoros unveiled Aurora AI as its revolutionary community platform that is powered entirely by artificial intelligence to help organizations take care of their customer support, engagement, and feedback ecosystems differently. Unlike its predecessors, Aurora is a platform that is rebuilt from scratch with AI baked in all its elements, which means it provides organizations with an autonomous way of offering support, moderation, and engagement of users. Aurora AI is launched not long after the parent company IgniteTech acquired the startup. As for the features of the platform, it uses its expertise to offer a platform that turns peer to peer knowledge into citations and results for the businesses. In other words, the solution can be useful when dealing with an old problem of unresolved questions (as high as 30%) in the communities, where users ask their peers questions but get no answers because the latter are not willing or able to provide any. The system works on three primary layers, namely the Human Engine, which engages users using game theory and reputational systems; the Intelligence Layer, which uses community-trained machine learning algorithms like Answer Assist and AI Moderation; and the Action Layer, which uses Orchestrator, a rule-based automation system that manages workflows without writing any code.
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As Eric Vaughan, CEO of IgniteTech and Khoros, stated, “We rebuilt Khoros’ products from the inside out,” emphasizing the shift from static data repositories to dynamic intelligence systems built on decades of customer interaction data. He further added, “Orchestrator means a team of two can run programs that used to require a team of ten,” highlighting both efficiency gains and new operational possibilities. Moreover, Aurora AI will be able to integrate with Iris® AI, another Khoros solution designed for social media listening and brand management to provide a holistic AI-powered customer engagement environment where communities, social listening, and customer care can be managed from a common AI-powered dashboard. With a roadmap consisting of powerful features including recommendation engines, growth agents, and AI-powered analytics along with attractive migration incentives up until 2026 for its current users, Khoros aims to make Aurora AI the bedrock of future enterprise community management efforts.
