Coinbase to Improve Customer Support in US and India by Acquiring AI Platform Agara

Coinbase is acquiring an AI-powered support platform Agara in an effort to deliver “world-class support for customers.” The exchange explained that “Through this acquisition, we’ll be able to provide our customers with new personalized, intelligent, and real-time support options.” The acquisition also reconfirms Coinbase’s strategy to build out its tech hub in India.
Coinbase to Improve Customer Support With AI Platform
Cryptocurrency exchange Coinbase announced Tuesday:
Today, Coinbase is announcing that we are acquiring Agara, an AI-powered support platform with operations in India and the US.
“We plan to leverage Agara’s powerful Deep Learning and Conversational AI technology to automate and enhance our customer experience (CX) tools,” explained Manish Gupta, Coinbase’s EVP of Engineering.
He added that improving CX “remains a top priority for Coinbase.” In the past few months, the company increased its support staff headcount by five times. It also announced that 24/7 phone support and live messaging will be rolled out by year-end.
“The acquisition reinforces our commitment to delivering world-class support for customers, and brings Agara’s deep expertise in machine learning (ML) and natural language processing (NLP) to Coinbase’s engineering team,” Gupta continued, adding:
Through this acquisition, we’ll be able to provide our customers with new personalized, intelligent, and real-time support options.

Earlier this year, Coinbase announced its strategy to build out a tech hub in India. The company said that its presence in the country is rapidly growing. Together with the Agara team, “we will continue to advance Coinbase’s mission of increasing economic freedom around the world,” Gupta opined.
While the acquisition “is subject to customary closing conditions and is expected to close later this year,” the Coinbase executive said:
It also reconfirms our strategy to continue to build out our tech hub in India.
What do you think about Coinbase acquiring the AI-powered platform Agara to enhance its customer support? Let us know in the comments section below.

Dwain Hosking

Dwain is a founding economist at Bees Social Group, an economic advisory focused on the implementation of emerging technologies, and an academic contributor to the World Economic Forum. He has a Ph.D. in Business Economics from Harvard.