Khoros platform combines social listening, publishing, engagement, and analytics, replacing fragmented tools with a unified interface for managing customer interactions across channels.
Khoros has launched Iris AI, an AI-native platform designed to bring social media management and brand care into a single, unified system.
Brand care teams have long operated across disconnected tools, losing context as interactions move between social platforms, support queues, and escalation workflows. Iris AI addresses this by maintaining continuity across every interaction from initial contact to resolution.
The platform uses AI to manage interaction routing, directing queries to the appropriate agent based on context, sentiment, urgency, and expertise. It can also resolve certain queries automatically surfacing full context whenever a human agent needs to step in.
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Iris AI supports real-time monitoring and engagement across X, Facebook, Instagram, LinkedIn, Google Reviews, YouTube, and TikTok, with additional channels deployable at short notice.
The system includes AI-driven content creation, scheduling, and publishing capabilities, along with analytics that convert social signals into actionable insights. According to the company, these capabilities have improved ticket resolution rates, reduced support backlogs, and minimised downtime.
“Most brand care platforms are held together with duct tape. You’ve got a social listening tool that doesn’t talk to the care queue, a care queue that doesn’t talk to analytics and analytics that arrive two weeks after the moment has passed,” said Eric Vaughan, Chief Executive Officer, IgniteTech and Khoros.
“Iris AI is one system. One view. One source of truth. That’s what brand care should have always been,” he added.
The platform sits within Khoros’ broader AI-native customer engagement ecosystem, alongside its Aurora AI community platform, allowing organisations to manage social, community, and customer service interactions within a single connected environment.
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