When Salesforce introduced Einstein, its artificial intelligence platform in 2016, it was laying the ground work for artificial intelligence underpinnings across the platform. Since then the company has introduced a variety of AI enhancements to the Salesforce product family. Today, customer service got some AI updates. The goal of any customer service interaction is to […]
View More Salesforce update brings AI and Quip to customer service chat experienceCategory: Customer Service
Zendesk just hired three former Microsoft, Salesforce and Adobe execs
Today, Zendesk announced it had hired three new executives — Elisabeth Zornes, former general manager of global support for Microsoft Office, as Zendesk’s first chief customer officer; former Adobe executive Colleen Berube as chief information officer and former Salesforce executive Shawna Wolverton as senior vice president, product. The company emphasized that the hirings were about […]
View More Zendesk just hired three former Microsoft, Salesforce and Adobe execsSalesforce wants to deliver more automated field service using IoT data
Salesforce has been talking about the Internet of Things for some time as a way to empower field service workers. Today, the company announced Field Service Lightning, a new component designed to deliver automated IoT data to service technicians in the field on their mobile devices. Once you connect sensors in the field to Service […]
View More Salesforce wants to deliver more automated field service using IoT dataBonobo AI raises $4.5M seed round to help companies turn interactions with customers into valuable data
Bonobo AI, an AI-based platform that helps companies get insights from customer support calls, texts, and other interactions, announced today that it has raised $4.5 million in seed funding led by G20 Ventures and Capri Ventures. Founded in 2016 and led by co-founder and CEO Efrat Rapoport, the Tel Aviv-based startup claims that its technology […]
View More Bonobo AI raises $4.5M seed round to help companies turn interactions with customers into valuable dataSalesforce wants to end customer service frustration with Customer 360
How many times have you called into a company, answered a bunch of preliminary questions about the purpose of your call, then found that those answers didn’t make their way to the CSR who ultimately took your call. This usually is because System A can’t talk to System B and it’s frustrating for the caller, […]
View More Salesforce wants to end customer service frustration with Customer 360Ultimate.ai nabs $1.3M for a customer service AI focused on non-English markets
For customer service, Ultimate.ai‘s thesis is it’s not humans or AI but humans and AI. The Helsinki- and Berlin-based startup has built an AI-powered suggestion engine that, once trained on clients’ data-sets, is able to provide real-time help to (human) staff dealing with customer queries via chat, email and social channels. So the AI layer […]
View More Ultimate.ai nabs $1.3M for a customer service AI focused on non-English marketsTwilio’s contact center products just got more analytical with Ytica acquisition
Twilio, a company best known for supplying a communications APIs for developers has a product called Twilio Flex for building sophisticated customer service applications on top of Twilio’s APIs. Today, it announced it was acquiring Ytica (pronounced Why-tica) to provide an operational and analytical layer on top of the customer service solution. The companies would […]
View More Twilio’s contact center products just got more analytical with Ytica acquisitionZendesk expands into CRM with Base acquisition
Zendesk has mostly confined itself to customer service scenarios, but it seems that’s not enough anymore. If you want to truly know the customer behind the interaction, you need a customer system of record to go with the customer service component. To fill that need, Zendesk announced it was acquiring Base, a startup that has […]
View More Zendesk expands into CRM with Base acquisitionZendesk introduces support bot for Discord gaming community
The Discord gaming community boasts 150 million members and 46 million active monthly users, who spend their days chatting about games, finding people to play with and looking for advice on how to resolve issues. Up until now, game publishers have had to monitor public discussions looking for people who need help or relied on […]
View More Zendesk introduces support bot for Discord gaming communityApple’s Business Chat signs up five more brands, more tech platforms
Apple Business Chat, Apple’s new platform for allowing companies and brands to communicate with customers over iMessage, is expanding. In addition to Dish becoming the first TV provider to support Business Chat, Apple says it has also added four other brands, Aramak, Four Seasons, Harry & David, and American Express, in addition to five new […]
View More Apple’s Business Chat signs up five more brands, more tech platformsCogito scores $37M as AI-driven sentiment analysis biz grows
Cogito announced a $37 million Series C investment today led by Goldman Sachs Growth Equity. Previous investors Salesforce Ventures and OpenView also chipped in. Mark Midle of Goldman Sachs’ Merchant Banking Division, has joined Cogito’s Board of Directors The company has raised over $64 million since it emerged from the MIT Human Dynamics Lab back in […]
View More Cogito scores $37M as AI-driven sentiment analysis biz growsHow a friendly chatbot can help customers love your site
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Nobody likes forms. Not tax forms, not medical forms, and certainly not website forms. Yet many websites are riddled with them, demanding that the customer devote time and effort to filling them out before getting in touch or making a purchase. This isn’t just bad customer service, it’s also a direct barrier to conversion and a huge marketing no-no.
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