WalkMe Ltd., maker of a platform for understanding and improving user experience, has added predictive analytics capabilities to its intelligent assistant technology that interprets user behavior to predict next actions and provide context-sensitive responses.

The company primarily targets its technology at e-commerce scenarios in which abandonment is a common problem, as well as at internal uses such as helping employees fill out forms or complete online training courses. “We saw that most users don’t ask for help, so our engagement engine understands their problems and gives guidance automatically,” said Rephael Sweary, WalkMe’s co-founder and president.

WalkMe AI Predictive Analytics works with any enterprise software or mobile application to observe user interactions and determine the statistical likelihood that a person will abandon a process because of confusion or complexity. The software collects hundreds of data points per second in real-time, including information that isn’t personally identifiable such as browser type and time of day.

In mobile applications, it can also roll in location information and physical characteristics such as whether the person is stationary or in motion. That feature is useful in avoiding inappropriate messaging, such as sending a person a home loan promotion while they’re working out at the gym.

Organizations can create step-by-step navigation assistance or in-app sales promotions to rescue users who might otherwise fail to complete a transaction. The software is provided as a service and requires no changes to the underlying site. The company said its technology can reduce the average time people spend filling out forms by over 90 percent while sharply reducing abandonment rates.

“The machine listens, looks at sample patterns, determines who is likely to complete or abandon a form and targets a message to users who are unlikely to reach a goal,” said Maor Ezer, vice president of the company’s mobile line of business. “You get a much more focused experience because you can create multiple walkthrough scenarios and the machine can target accordingly.”

WalkMe has raised $167.5 million and employs 600 people, with customers in 36 countries. The company’s technology doesn’t create help messages or guidance screens, but provides a platform for customers to analyze interaction patterns and create their own responses. “We’re able to automatically build and segment audiences for you, and then measure them to test solutions,” Ezer said.

Pricing is custom-quoted. The company offers a free introductory plan that includes three walk-throughs of up to five steps each and 300 assists per month.

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