AI for customer service
- May 28, 2020
On the eve of his company's user conference, Pegasystems CEO Alan Trefler discussed COVID-19, RPA tech, free Pega skills training and a new appreciation for old rival Salesforce.
- May 15, 2020
Talkdesk refocuses it CCaaS suite on customer experience by adding 20 features, including virtual agents and remote work features for contact center agents.
- May 08, 2020
Pega Customer Service Unified Messaging Edition, built from last year's In The Chat acquisition, adds omnichannel messaging to the company's customer support cloud platform.
- May 04, 2020
AI virtual assistants can provide help for embattled customer service agents during the pandemic, but adapting them to changing customer needs and new business models isn't simple.
- May 01, 2020
Replicant and Nuance Communications have announced tools aimed at curbing the influx of calls during the COVID-19 pandemic, which has limited the number of customer service reps.
- April 15, 2020
LogMeIn releases GoToConnect call center as a service features during a high-demand period for supporting remote customer service work amid COVID-19 stay-at-home orders.
- March 24, 2020
Zendesk focuses on fledgling Sunshine and Sell CRM platforms, as well as helping its well-established customer service base switch to remote call center work.
- March 11, 2020
ServiceNow Orlando update and new partnerships builds on strategy of reaching into new verticals such as telecommunications and banking.
- March 06, 2020
Amazon tests neural network bots to help site customers and human agents more quickly identify answers to refund and order-cancellation questions.
- February 13, 2020
Experts say Google's Meena chatbot is a leap forward in conversational AI. But using it for websites and customer service will require all-new deployments and training methods.
- September 24, 2019
Microsoft broadens Dynamics 365 retail apps suite by introducing an e-commerce platform, as well as tools to track product data and intermingle physical and online retail data.
- September 18, 2019
Salesforce will add Einstein AI to its cloud search functionality in hopes of better assessing context, personalization and reducing false hits for end-user queries.
- August 19, 2019
Maven AI's updates are aimed at enabling new conversational commerce use cases. The new capabilities include Maven Assist, Maven AI-Powered Routing and Maven Developer APIs.
- August 12, 2019
Conversica's AI platform, Conversica AVA.ai, received upgrades that are intended to personalize communication with customers and improve productivity.
- August 06, 2019
CX products to watch for the rest of 2019: Adobe's planned CDP offering, Salesforce features from the Tableau acquisition and LogMeIn's AI-powered agent-assist tools.
- June 27, 2019
CX automation can build speed and process efficiency. But, a Verizon consumer survey reveals, brands that continue staffing call centers with humans build better relationships.
- June 20, 2019
To improve chatbot customer experience, Ada introduced Glass to its platform. Ada Glass connects customers with live agents directly within Ada's interface, according to the vendor.
- June 20, 2019
Conversocial had rudimentary chatbots before acquiring Assist earlier this year, but now can deploy chatbots to take on more sophisticated customer engagements.
- June 13, 2019
Zendesk courts enterprise customers with a chatbot SDK that extends self-service tech into internationally popular chat apps, while Duet bundles Zendesk Support and Sell platforms.
- June 13, 2019
Selligent paired its CX suite with Genesys Customer Experience Platform to improve customer experience by providing organizations with a full view of the customer journey.
- June 12, 2019
Nuvi's sentiment analysis engine enables organizations to interpret the true meaning behind text, images and emoji in order to get a more complete understanding of customers' experience.
- June 05, 2019
LogMeIn bundled together Bold360 customer service tools as a single CX platform underpinned by its AI technology by rebranding some pieces and introducing some others.
- May 29, 2019
Cloud contact center platforms offer promise, migrating agents into a flexible environment. Contact centers, a long-established on-premises IT world, are slowly starting to adopt them.
- May 20, 2019
Bring Your Own Bot, Sparkcentral's virtual agent framework for chatbots, blends live agent and virtual agent assistance to augment the customer experience.
- May 14, 2019
Making contact center agents more present across all channels is a new focus, as tech vendors rush to give customer service operations more tools to improve customer experiences.
- May 06, 2019
Contact center technology stacks now include pervasive AI and CX-oriented tools, enabling agents to do a better job more efficiently, said ICMI co-founder Brad Cleveland.
- April 17, 2019
Salesforce enables no-code AI app development, as well as optical character recognition, translation and services to extend Einstein predictive modeling tools into external apps.
- April 11, 2019
Google takes on cloud competitors by making an AI-rich home for online and bricks retailers with new suite. Also: Google Call Center AI extends to Genesys, Avaya, Salesforce, more.
- April 05, 2019
LogMeIn Bold360 features new tools that will improve customer experience by streamlining communication, allowing agents to solve problems quickly, and managing bot involvement.
- September 26, 2018
Salesforce users to benefit from new and extended partnerships with Apple, AWS and IBM, the upcoming Customer 360 integration tool and Einstein Voice.
- June 06, 2017
AI in CRM holds promise, but Pegasystems' CEO warns business users not to believe the hype -- especially around Salesforce and Oracle AI.
- May 02, 2017
In strikingly similar moves, CRM rivals Oracle and Pegasystems provide support for new Google Home, Amazon Alexa and Facebook Messenger channels driven by AI, APIs.
- December 02, 2016
Experts held forth on the promise and pitfalls of technologies that are changing today's environment at the Gilbane conference.
- October 11, 2016
Salesforce's Einstein AI feature is now part of all its platforms, including IoT Cloud. Here's how one IoT Cloud user expects Einstein to impact the way device data is collected and used.