Collaborate Disseminate
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
AWS continues to add yet more software and services to build out its revenues and touchpoints with businesses that already use its cloud infrastructure for storage and to host and administer services and apps. The latest product, launching today, is Amazon Connect, a cloud-based contact center solution. AWS said it is based on the same tech that Amazon itself has built and uses in-house… Read More Continue reading AWS launches Amazon Connect, productizes Amazon’s in-house contact center software
Samanage, makers of customer service software in the cloud, had a couple of major announcements today. For starters, they got a $20 million investment, and they also announced a major step: the launch of their enterprise product on the Salesforce platform. Let’s start with the funding. The round included money from Carmel Ventures, Gemini Israel Ventures, Marker LLC, Salesforce Ventures… Read More Continue reading Samanage raises $20M and makes enterprise play with new Salesforce integration
Keenon Werling would be the first to agree that conversational AI is regularly overhyped. So instead of taking the traditional approach and gloating about a glitzy new deeper learning algorithm to pitch his new venture Eloquent Labs, Werling instead opted to differentiate by optimizing something far more low-tech, people. The startup’s special sauce is embracing a mix of AI,… Read More Continue reading With a $1.5M seed round, Eloquent Labs mixes AI and Mechanical Turk to fix customer service
As more and more people use SMS and messaging apps like Facebook Messenger to interact with friends, it’s only logical that they want to interact with business that way too — and today Salesforce launched LiveMessage, a tool that helps customer service reps manage messaging traffic just like any customer interactions in Service Cloud. For starters, it supports SMS/MMS and… Read More Continue reading Salesforce LiveMessage brings messaging to Service Cloud
Cogito, a real-time feedback platform for customer service agents, added $15 million to its coffers today in the form of a Series B. This brings the company’s total fundraising to $22.5 million.
The MIT Media Lab spin off is applying the principles of behavioral science to call centers around the world to improve customer experiences. Cogito compares the characteristics of a current… Read More Continue reading Cogito closes $15M Series B to improve customer support with science
Zendesk has always been known as a customer service cloud application, and while its focus remains on the customer, it is attempting to expand the mission using data to drive communication and understanding about the customer. The company wants to make sure that everyone involved has the whole picture of the customer experience and hopes to provide assistance whenever and wherever people… Read More Continue reading Zendesk expands beyond the help desk
The need to contact customer support is the bane of many a modern consumer’s existence: not only is it likely that you are doing it because you have a problem that needs fixing, but you are inevitably sucked into a vortex where you have to sit on the phone for ages (or wait in stasis for emailed replies), repeat your details several times to subsequent assistants, and potentially… Read More Continue reading Kustomer, founded by Salesforce alums, nabs $12.5M to repair customer care
It seems like we’ve been dealing with frustrating call centers forever. But, as it turns out, customer service via phone is a relatively recent phenomenon. Continue reading The History of the Call Center Explains How Customer Service Got So Annoying
Customer support powerhouse Zendesk is broadening its ever-expanding number of support channels today, as the company announced a brand new native channel for customer service over the text messages. SMS may be 20-year-old technology, but there’s a lot to be said for short bursts of asynchronous exchange of information. Read More Continue reading Customer support via SMS is about to get a lot easier, courtesy of Zendesk