Nov
06
2017
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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

Oct
10
2017
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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

Oct
04
2017
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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

Jul
27
2017
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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

Jul
20
2017
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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

Apr
15
2017
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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.
But technology is only part of the brand-consumer… Read More

Apr
05
2017
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Talla service bot lets IT ease into AI

Cartoon of robot sitting at help desk. 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

Mar
28
2017
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AWS launches Amazon Connect, productizes Amazon’s in-house contact center software

 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

Feb
14
2017
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Samanage raises $20M and makes enterprise play with new Salesforce integration

Woman in call center on phone 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

Jan
19
2017
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With a $1.5M seed round, Eloquent Labs mixes AI and Mechanical Turk to fix customer service

widget_on_store 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

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