On January 8, 2024, Zendesk announced the acquisition of Klaus, “the industry leading AI-powered quality management platform”.
With AI driving a rapid increase in customer service interactions it is necessary for customer service teams to become more efficient while maintaining their quality ...
Rest in peace, Social Media!
Yes, I know, you have been pronounced dead numerous times already, and that as early as 2011 by the Sillicon Valley Watcher, if not earlier. You lived on. Still, now you really need to admit that you are a dead thing walking.
You had a short, yet exhilarating life. And you...
The News
On September 14, 2022, Zendesk announced the release of its new customer sentiment and intent functionality: Intelligent Triage and Smart Assist. These new AI based solutions shall “enable businesses to triage customer support requests automatically and access valuable data at scale.
Intellig...
Customer service is in the middle of a transition. Not only is technology capable of doing far more than it was, say, ten years ago, but also are customers expecting far more. That has a consequence for businesses. Automation and conversational AI are one thing. These technologies already help compa...
On November 2, 2021, SugarCRM held an analyst summit to share what is going on at the company and to get some candid feedback of the participants. As usual for this type of event, there is quite some information that is still under NDA, so I will be able to cover some of it only in broad str...
