About
Khoros is an AI-native enterprise customer engagement platform trusted by hundreds of the world's largest brands. It comprises two core products: Aurora AI and Iris® AI, each rebuilt from the ground up around artificial intelligence rather than retrofitted with it. Aurora AI is Khoros's community platform, designed to turn peer-to-peer customer conversations into scalable, enduring knowledge. It features AI-native self-service that deflects support tickets before they're created, intelligent knowledge synthesis from millions of community posts, automated moderation and gamification, lifecycle management, and deep community analytics that surface trends and sentiment signals. Iris® AI is Khoros's social media management platform, enabling brands to listen, publish, moderate, engage, and analyze across every social channel at the speed customers move. Iris® AI offers AI-driven content creation, scheduling, and cross-channel publishing; social listening across billions of sources in 187 languages; intelligent engagement routing and response recommendations; and analytics that convert social signals into strategic business advantage. Together, Aurora AI and Iris® AI leverage Khoros's two decades of enterprise customer conversation data — billions of unstructured data points across Fortune 500 brands — to deliver orchestrated intelligence at every layer. Khoros serves industries including financial services, retail, technology, telecommunications, and travel and hospitality, making it ideal for enterprise teams in customer success, marketing, and social media management.
Key Features
- Aurora AI Community Platform: An AI-native community platform that synthesizes millions of customer conversations into enduring knowledge, deflects support tickets via self-service, and automates moderation, gamification, and lifecycle management.
- Iris® AI Social Media Management: An AI-driven social media tool for content creation, scheduling, and cross-channel publishing, with intelligent engagement routing and response recommendations.
- Social Listening at Scale: Monitors billions of sources across 187 languages to capture brand signals, sentiment, and trends from social channels worldwide.
- Community & Social Analytics: Surfaces actionable trends, sentiment analysis, and strategic signals from both community interactions and social media data for enterprise decision-making.
- Enterprise-Grade AI Intelligence: Built on 20 years of Fortune 500 customer conversation data — billions of data points — to deliver progressively smarter engagement intelligence across every platform layer.
Use Cases
- Enterprise brands building AI-powered self-service customer communities to reduce support ticket volume and scale peer-to-peer knowledge sharing.
- Social media teams at large corporations managing content creation, scheduling, and publishing across multiple channels from a single AI-native platform.
- Customer insights and market research teams leveraging multilingual social listening across billions of sources to track brand sentiment and emerging trends.
- Customer success organizations using community analytics and AI-synthesized knowledge to improve retention, engagement, and product feedback loops.
- Global telecommunications, retail, and financial services brands orchestrating consistent, intelligent customer engagement across both community forums and social media.
Pros
- Purpose-Built AI, Not Bolted On: Khoros rebuilt its platform around AI from the ground up, ensuring intelligence is woven into every layer rather than added as a superficial feature.
- Comprehensive Enterprise Coverage: Combines community management and social media management in a single unified platform, covering the full customer engagement lifecycle for large-scale organizations.
- Massive Multilingual Social Listening: Iris® AI monitors billions of sources in 187 languages, giving global enterprise brands unparalleled visibility into customer signals at scale.
- 20 Years of Proprietary Training Data: Khoros's AI models are informed by two decades of real enterprise customer conversations, making its intelligence uniquely rich and contextually relevant.
Cons
- Enterprise-Only Pricing: Khoros is designed exclusively for large enterprises, making it cost-prohibitive and feature-excessive for small or mid-size businesses.
- Complexity of Dual-Platform Setup: Managing and integrating both Aurora AI and Iris® AI may require significant onboarding, training, and dedicated internal resources to fully leverage.
- Limited Transparency on Pricing: No public pricing is available, requiring direct sales engagement, which can slow down evaluation for procurement teams.
Frequently Asked Questions
What is the difference between Aurora AI and Iris® AI?
Aurora AI is Khoros's AI-native community platform focused on peer-to-peer customer knowledge, self-service, and community analytics. Iris® AI is its social media management platform for listening, publishing, engaging, and analyzing across social channels. Together they form a unified customer engagement suite.
What industries does Khoros serve?
Khoros serves enterprise customers across financial services, retail, distribution, technology, telecommunications, and travel and hospitality industries.
How does Khoros use AI in its platform?
Khoros rebuilt its entire platform around AI — not as an add-on. AI powers knowledge synthesis, ticket deflection, automated moderation, content generation, social listening, sentiment analysis, engagement routing, and strategic analytics across both Aurora AI and Iris® AI.
How many languages does Iris® AI support for social listening?
Iris® AI supports social listening across billions of sources in 187 languages, enabling global brands to monitor and act on customer signals worldwide.
Is Khoros suitable for small businesses?
Khoros is built for large enterprises and Fortune 500 brands. Its feature set, scale, and pricing model are designed for organizations managing hundreds of thousands to millions of customer interactions. Small businesses would likely find purpose-built, lighter-weight tools more appropriate.
