Echo AI

Echo AI provides conversation intelligence software that analyzes customer calls, tickets, surveys and reviews using a pipeline of large language models. Customer service teams can identify recurring issues and score agent and bot performance, while marketing, sales and product teams can act on customer feedback. Conversation Actions turns detected intent into automated workflows—for example, triggering a promotional campaign when a caller expresses interest in another product—with integrations including Klaviyo, Salesforce Marketing Cloud and HubSpot.

Founded as Pathlight by Alex Kvamme and Trey Doig, the company launched its team management platform publicly in 2020, combining performance data, coaching and communication for customer-facing teams. In 2021, customer CLEAR said more than 1,000 Ambassadors used Pathlight daily for performance information and communication. The 2024 rebrand to Echo AI reflected its expansion into generative AI conversation analysis beyond contact centers, including app reviews, chatbot conversations and survey responses.

Calabrio completed its acquisition of Echo AI in 2024, bringing its technology into a broader contact-center business focused on quality management, customer experience intelligence and agent coaching. Calabrio became part of the unified Verint corporate brand in early 2026, with its products continuing to be supported and developed within the Verint CX Automation Platform. Dave Rhodes became CEO of the combined organization in February 2026.