Khoros

Khoros is a customer engagement platform structured around two AI-native engines: Aurora AI for community management and Iris AI for social media. It deflects support tickets by deploying natural-language conversational agents that infer user intent, utilizing pre-built dialogue templates for tasks like troubleshooting and appointment scheduling. The system synthesizes knowledge from existing conversations to inform its automated responses and manages community health through automated moderation and gamification. For integration into existing stacks, Khoros connects with enterprise ticketing software via initial webhook mapping. Its analytics surface trends and sentiment from community interactions, providing a consolidated view of customer intelligence. The platform is built for enterprise customer support organizations and social media marketing teams. In daily operations, a support manager uses the conversation analytics and sentiment tracking dashboards to monitor performance and identify service gaps. Concurrently, a social media manager employs Iris AI for content creation, scheduling, and cross-channel publishing. The system’s social listening function scans billions of sources in 187 languages, while intelligent routing directs incoming mentions to the appropriate agent with AI-recommended responses. This allows teams to turn disparate social signals into strategic data for brand management and customer service.