Archive
Tag: Customer Experience
‘The Era of the Chatbot Is Over’: Zendesk Makes Its Case for the Autonomous Service Workforce
Zendesk spent years building software to manage customer service tickets. Now, its attention has turned to building an AI workforce that resolves them. It’s a “fundamental reset” of its platform, one where deflection-based bots are replaced by specialized AI agents that operate across all channels. At this year’s Relate conference, Zendesk is unveiling autonomous AI […]
This Adobe Sneak Uses AI to Rethink the Personalized Web
Cookies have long been the default tool brands reach for when personalizing the web. For over 30 years, small text files stored in browsers have given companies a window into how users move across the web—and a way to tailor ads and content accordingly. But privacy regulations such as GDPR and CCPA, restrictions in browsers […]
Intercom Turns Fin Into a Developer Platform
Three years after launching its Fin customer service agent, Intercom is opening it up to third-party developers via an API. There’s a catch: It’s open to anyone spending at least $250,000 on Intercom, but the company promises usage rates that are “by far the cheapest in the industry.” Until today, Fin had been confined to […]
Zendesk Acquires Agentic Startup Forethought to Push Customer Service Towards Autonomous Agents
As Zendesk seeks to reshape the customer service landscape, it is betting that artificial intelligence will soon handle the majority of service interactions. To accelerate that shift, the company announced plans to acquire the AI startup Forethought. Specific terms of the deal were not disclosed, but a Zendesk spokesperson revealed it is an all-cash acquisition […]
New Salesforce Agentforce Contact Center Unifies AI, CRM, and Telephony to End Disjointed Service Calls
Salesforce is pressing ahead with its plan to weave AI agents into every corner of sales and marketing. Its latest move is Agentforce Contact Center, a new agentic customer service platform blending all avenues of communication with AI and an enterprise-grade CRM. With it, organizations can better predict their customer’s needs using real-time access to […]
Zendesk Says AI ARR Could Hit $400M to $500M in 2026
As the customer service software market undergoes a seismic shift driven by artificial intelligence, Zendesk is positioning itself at the epicenter of transformation. Three years after Tom Eggemeier succeeded co-founder Mikkel Svane as chief executive, the company has evolved into what it claims is an “AI first” company. Its efforts appear to be paying off, […]
Dialpad Launches Agentic AI That Can Solve 70% of Customer Requests
Dialpad is joining the ranks of software providers with an agentic AI platform. On Thursday, the cloud communication firm announced the launch of a new service that provides businesses with autonomous voice and text-based bots capable of understanding complex requests and detailed reasoning. They’re also proactive, meaning they won’t just respond to queries, but also […]
SAP Bundles Its CX Clouds into a One-Stop Shop with Engagement Cloud
SAP is unveiling an AI-powered platform that provides organizations with deeper insights into their data, enabling them to strengthen customer loyalty and drive better business outcomes. The new SAP Engagement Cloud, announced at SAP Connect, is built on the company’s Business Data Cloud and offers a single dashboard to help businesses deliver personalized experiences across […]
Twilio Expands Messaging with Global Rollout of RCS Support
In 2024, Twilio introduced Rich Communication Services (RCS) messaging in public beta. A year later, it’s generally available, allowing all of the platform’s nearly 350,000 customer accounts to use it to craft and distribute branded and interactive messages easily. “Building engagement with your customers should be as seamless and trusted as possible,” Twilio’s Chief Product […]
Zendesk’s New AI Resolution Platform Aims to Tackle Customer Service’s Biggest Question
Zendesk CEO Tom Eggemeier recently faced a common customer service frustration. While traveling, he used an airline chatbot to rebook a missed connecting flight before losing connectivity. But when he landed and reconnected, the virtual agent had no memory of the conversation. Worse, the human agent he eventually reached had no record of it either. […]