Workato has expanded its AI-driven capabilities by acquiring DeepConverse, a company focused on customer support automation. This move aims to integrate generative AI and search technologies into Workato’s orchestration platform, enabling businesses to optimize support operations. As organizations continue to seek efficiency through automation, this acquisition could position Workato to offer more adaptable support tools across varying enterprise ecosystems.
Workato’s announcement follows a continued trend in enterprise automation, where companies are investing in artificial intelligence to streamline internal workflows and external customer interactions. DeepConverse, founded eight years ago, has previously delivered AI-powered customer support systems that offer contextual insights in real time. In contrast to earlier developments, which largely centered on chatbot functionality, the current focus shifts toward embedding intelligent search and support agents directly into enterprise processes.
What does this acquisition bring to Workato’s product lineup?
The acquisition will enable Workato to incorporate DeepConverse’s AI search and support capabilities into its new offering, AgentX Support. This tool is designed to allow businesses to deploy AI-powered support agents and search features within their support websites. According to Workato, this combination is expected to improve the automation experience without requiring significant changes to existing systems.
How does this fit into the broader automation landscape?
The automation sector continues to grow as firms seek to reduce manual workloads and gain operational efficiency. Alexandre Hoffmann, General Manager North America at Edenred Pay, emphasized the gap between automation potential and current industry practices:
“Our industry has been talking about automation for such a long time, yet 84% of the typical AP practitioner’s time is still spent on manual tasks.”
He further noted that automation can shift accounts payable from a cost center to a strategic asset.
Workato’s CEO Vijay Tella expressed the company’s direction following the acquisition:
“By bringing the DeepConverse team on board, we are accelerating our mission of creating a world where every connection powers progress.”
He also mentioned the synergy between Workato’s orchestration tools and DeepConverse’s AI:
“Combining DeepConverse’s expertise in Search AI and AI Support Agents with Workato’s leading orchestration capabilities, we plan to offer our customers more powerful, seamless and transformative value.”
The newly introduced AgentX Support app allows enterprises to embed AI-driven support directly into websites, aiming to reduce user friction and improve response accuracy. According to the announcement, Workato plans to continue building on DeepConverse’s roadmap, focusing on expanding AI agent capabilities and smart search integration. The tool will be part of Workato’s broader Agentic Orchestration portfolio.
The acquisition reflects a strategic effort by Workato to not only bolster its AI portfolio but also to keep up with enterprise demands for scalable automation tools. As more companies look to cut down on manual processes, tools such as AgentX Support may offer alternatives to traditional customer service methods. However, successful implementation will depend on enterprise readiness and the integration flexibility these tools provide.
Organizations considering automation tools should evaluate the compatibility of these systems with their existing infrastructure. In sectors like finance and customer support, maximizing return on AI investments requires both technological adaptability and well-defined implementation strategies. Businesses can benefit from solutions that not only automate tasks but also provide actionable insights and seamless user experiences.
