Customer Service

  • Salesforce to offer more customized AI with myEinstein

    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 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

  • Salesforce takes another shot at IoT

    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 2020, and someone has to make sense of it and point us to the data that matters. Salesforce wants to be that company (or at least one of them). Salesforce has never been shy about jumping on the… Read More

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

    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 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

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

    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 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… Read More

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

    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 navigate with on-screen guidance and prompts — has raised $75 million. It plans to use the funding to expand into newer markets like Japan, Germany and Latin America, as well as to make more… Read More

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

    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 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

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

    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 new page on Apple’s Developer site briefly details this new service, dubbed “Business Chat,” which will be able to operate across platforms, including iPhone, iPad, and Apple… Read More

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

    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, services and even ads that matter (or at least make sense) to them. Today’s marketing software is bringing that idea closer to reality. Read More

  • Talla service bot lets IT ease into AI

    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 intelligence-fueled power they are looking for. The tool, called ServiceAssistant, works as an IT or HR help desk inside of Slack or Microsoft Teams and gives customers a few options on how to use it. First… Read More

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