Khoros Launches Aurora AI to Answer Questions Going Unanswered in Customer Communities
Khoros announced Aurora AI, a rebuilt community platform designed to handle customer support, moderation and engagement without manual intervention. The product launches less than a year after IgniteTech acquired Khoros in May 2025.
The platform addresses a specific problem: 30% of questions posted in online customer communities go unanswered. For support teams that rely on these communities, each unanswered question represents a lost customer, a missed product insight or a support ticket that should not have existed.
Aurora AI is not an upgrade to Khoros' existing Community Classic platform. It is built from the ground up with AI for customer support woven through every layer, according to the company.
Three Integrated Systems
Aurora AI runs on three layers. The Human Engine powers gamification and reputation systems that convert passive members into active contributors. The Intelligence Layer includes three AI systems trained on each community's own data: a Community Language Model that learns how members actually communicate, Answer Assist that generates cited responses to unanswered posts, and AI Moderation that enforces guidelines in real time.
The Action Layer uses Orchestrator, a rules-based automation engine that handles routing, escalation and workflow automation without requiring code. All AI decisions include audit trails and source citations.
Khoros says Orchestrator allows a two-person team to run programs that previously required ten people.
Three AI Agents Launching in Beta
Aurora AI launches with Answer Assist, AI Moderation and Orchestrator in beta. Khoros plans to add a Recommendation Engine and Content Discovery in Q2 2026, Member Growth Agents in Q3 2026, and Brand Watch and Data Analyst tools in Q4 2026.
Connected to Social Media Management
Aurora AI works alongside Iris AI, Khoros' rebuilt social media management platform. Together they create a unified view of customer interactions across community forums, support tickets and social media channels. Community interactions inform how support is routed. Social sentiment feeds into community analytics.
Iris AI monitors billions of sources in 187 languages across social platforms.
Free Migrations Through End of Year
Khoros will perform free migrations from Community Classic to Aurora AI through December 31, 2026. Under previous ownership, migrations cost customers up to $500,000 and lasted many months.
The company has not announced an end-of-life date for Community Classic. All new feature development is exclusive to Aurora AI, though customers running the legacy platform will continue to receive support and maintenance.
Scale of Existing Platform
Khoros communities have powered over 4,000 customer deployments since 2001. The platform generates 1.8 billion site visits per year and saves brands more than $500 million annually in support costs through self-service.
Since acquiring Khoros, IgniteTech says its own operations have achieved ticket resolution rates that climbed from 5% to 60%, reduced support backlogs by 82% and cut platform downtime by 97% using AI agents and automation.
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