Partnerships / Acquisitions

Groupon Buys AI Tool To Offer Text, Chat Bookings

Groupon Has Acquired Presence AI For User Messaging

Groupon has acquired an AI-driven voice and text messaging tool called Presence AI, according to a press release.

The tool is meant to enhance a customer’s ability to communicate with a merchant. A study by eMarketer shows that most people, especially millennials, prefer to chat or message instead of calling on the phone.

Presence AI will solve this issue for Groupon by allowing a 24/7 assistant that will directly integrate with a businesses’ existing software for scheduling and to remove the need for paperwork. It will handle bookings, give answers right away when a customer asks a question, and it will also be able to remind customers when they need to re-book.

“We’re pleased to welcome the Presence AI team and their booking technology to Groupon,” said Groupon Chief Product Officer Sarah Butterfass. “Booking is a key part of our voucherless initiative aimed at improving the redemption experience, providing always-on availability, giving consumers more reasons to buy through Groupon and opening up our marketplace to a broader range of merchants. Presence AI’s technology is very complementary to what we’ve been building into our existing booking experience and will accelerate our roadmap with its text- and chat-based interface.”

Groupon has been steadily growing, with its bookable inventory going up 12 percent year-over-year. The company said it booked tens of millions of concerts, dinners, spa visits and other activities for its customers last year. As the company moves toward “universal bookability” for certain things, it said that Presence AI’s tech is going to give merchants the support they need.

“We’re very excited to join Groupon and continue transforming client conversations through the use of artificial intelligence,” said Presence AI Co-founder and CEO Michel Meyer. “With more than 3 million text messages generated last year, Presence AI is saving merchants time and generating additional revenues. We can’t wait to bring our technology to more businesses.”



The How We Shop Report, a PYMNTS collaboration with PayPal, aims to understand how consumers of all ages and incomes are shifting to shopping and paying online in the midst of the COVID-19 pandemic. Our research builds on a series of studies conducted since March, surveying more than 16,000 consumers on how their shopping habits and payments preferences are changing as the crisis continues. This report focuses on our latest survey of 2,163 respondents and examines how their increased appetite for online commerce and digital touchless methods, such as QR codes, contactless cards and digital wallets, is poised to shape the post-pandemic economy.