Customer Service

Dialpad gets AI injection with TalkIQ acquisition

Sometimes two companies get along so well together and fit each other so perfectly, they almost have to come together. That’s what happened when Dialpad, a business communications platform whose

ServiceNow chatbot builder helps automate common service requests

When it comes to making requests inside a company for new equipment or to learn about HR policies, it can be a frustrating experience for both sides of the equation. HR and IT are probably tired of an

Zendesk hits $500M run rate, launches enterprise content management platform

Over the last several years, Zendesk has been making the transition from a company that caters mostly to small businesses to one with larger enterprise customers — and their revenue reflects tha

Customer service bot startup Agent IQ announces $6.3 million Series A led by Sierra Ventures

Funding Recap crunchbase Lyft San Francisco, California / Founded 2012 Lyft is a fast growing ridesharing company in the U.S.

Customer service bot startup Agent IQ announces $6.3 million Series A led by Sierra Ventures

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 hu

Onward helps businesses automate their customer service

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 se

Coinbase hires a new VP of Operations to lead its customer service effort

Coinbase just announced they’re hiring Tina Bhatnagar as VP of Operations and Technology to lead all operational teams at Coinbase and GDAX. But perhaps most relevant right now is the fact that

Kia and Hyundai cars will include AI assistants starting in 2019

Vehicles made by Korean carmakers Hyundai and Kia will include built-in virtual assistants with AI-powered smarts beginning in 2019 (via Engadget). The plan to build smart assistants into vehicles wil

Twitter launches a new enterprise API to power customer service and chatbots

Twitter’s big news this week is its announcement that it’s now enforcing its new policies around hateful content and abuse, but today the company is rolling out something new for developer

DigitalGenius raises $14.75 million Series A for AI-based customer service solution

When DigitalGenius participated in the TechCrunch Disrupt Battlefield competition in New York City in 2015, there weren’t a lot of companies working on AI and machine learning. Today, it’s become

Salesforce to offer more customized AI with myEinstein

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 Dr

Salesforce takes another shot at IoT

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 202

Apple acqui-hired the team from messaging assistant Init.ai to work on Siri

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

Salesforce claims you can set up customer service in Service Cloud update in less than a day

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 a

WalkMe raises $75M at a ‘$935M’ valuation for its on-screen guidance tech

More funding is rolling in for Israeli startups. Today, WalkMe — company that has built a cloud-based platform for businesses to make web and mobile interfaces and experiences easier to navigat

Freshdesk owner Freshworks acquires Joe Hukum as it plans a move into chatbots

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 st

Apple’s Business Chat will bring customer service to the iMessage platform

Apple is working on a way to bring businesses to the iMessage platform, in order to answer customer questions, offer customer service and even perform transactions. Though not announced at WWDC, a ne

Your customer’s online journey is only part of the story

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, serv

Talla service bot lets IT ease into AI

Talla, a Cambridge, Mass. 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 intelligenc

Twitter adds location sharing for businesses offering customer support over Direct Messages

The Twitterverse is still reeling from Twitter's revamp of @ replies, and scratching its head over how changing a default avatar has anything to do with addressing abuse, but the network is plodding o
Load More