Collaborate Disseminate
If you’ve tried to deal with a bot before you can speak to a human customer service rep, you know how frustrating that process can sometimes be. Sure, there are basic tasks that can free up a human rep to handle the more difficult matters, … Continue reading Customer service bot startup Agent IQ announces $6.3 million Series A led by Sierra Ventures
How much can customer service be automated? Onward has some straightforward targets — 40 percent of tickets and 40 percent of messages should be automated, and average response times should be 40 seconds on average. Founders Rémi Cossart an… Continue reading Onward helps businesses automate their customer service
It’s been just over a year since Salesforce introduced Einstein, a set of artificial intelligence technologies that are designed to underlie and enhance the Salesforce product set. Today, at Dreamforce, the company’s enormous customer conference taking place this week in San Francisco, it announced myEinstein, a package of tools it created to help developers and Salesforce… Read More Continue reading Salesforce to offer more customized AI with myEinstein
A Twitter contractor briefly disabled the president’s account, revealing new concerns about social media’s role in national security. Continue reading A Former Twitter Employee Told Us How a Contractor Could Take Down Trump’s Account
Everyone wants a piece of the Internet of Things, and why not? If predictions come to fruition, there are going to be billions and billions of devices and sensors broadcasting information at us by 2020, and someone has to make sense of it and poi… Continue reading Salesforce takes another shot at IoT
Earlier this week, a small startup called Init.ai announced that it soon would be discontinuing its service — a smart assistant for customer representatives to parse and get better insights from their interactions with users, as well as automate some of the interactions — because the team was (according to a notice on the site) “joining a project that touches the lives of… Read More Continue reading Apple acqui-hired the team from messaging assistant Init.ai to work on Siri
Salesforce announced an update to its Service Cloud today, which the company says enables non-technical administrators to build a customer service organization with connected services in less than day. That’s a bold claim, even for the marketing department, but the Service Cloud app builder has been built on top of the Salesforce Lightning development platform and designed to drag and… Read More Continue reading Salesforce claims you can set up customer service in Service Cloud update in less than a day
After raising $55 million last year to build its business beyond its existing help desk services, today Freshworks (the parent company of Freshdesk) has made an acquisition to help it fill out that strategy. The company has acquired Joe Hukum, a startup out of India that offers a platform for businesses to build their own chatbots. I’ve asked, but the companies are not revealing any terms… Read More Continue reading Freshdesk owner Freshworks acquires Joe Hukum as it plans a move into chatbots
For years we’ve been hearing about the promise of customer experience management, the notion that you can understand your customer at a highly detailed level and serve them the content, products, services and even ads that matter (or at least make sense) to them.
Today’s marketing software is bringing that idea closer to reality.
But technology is only part of the brand-consumer… Read More Continue reading Your customer’s online journey is only part of the story
Talla, a Cambridge, MA startup wants to help companies ease into artificial intelligence, and they have come up with a new service assistant bot that gives companies whatever degree of intelligence-fueled power they are looking for. The tool, cal… Continue reading Talla service bot lets IT ease into AI