Earlier in June I had the opportunity to talk to Barry Coleman, CTO of Agent.ai, an about 2-year-old company at the time of writing this. The company spun off of manage.com, a very different business that enable the delivery of in-app advertisements. In order to support this mission more and more, f...
Blog tagged as Customer Service
Agent.AI - Customer Service with the AI Bot
06.29.17 9:23 AM - Comment(s)
On June 6, 2017 Freshdesk announced its rebranding to Freshworks. Freshworks is a new umbrella brand for the suite of applications that Freshdesk built and acquired since its founding in 2010. The core statement by Girish Mathrubootham, CEO and founder of Freshworks is: ”Today, I’m happy to announce...
Call Center and Soccer: Two of a kind
06.02.17 7:51 AM - Comment(s)
One of the eternal problems in a call center is getting an enquiry routed to the right agent. This is doubly true in a mobile world that demands conversational support in near real time. Add to this the fact that most customers seeking support already failed to find an answer to their inquiry using ...
Helpshift to Salesforce Integration - Where Peanut Butter meets the Jelly
05.26.17 6:30 AM - Comment(s)
The leading in-app support company Helpshift just released a seamless integration with the Salesforce Service Cloud. This integration is now available on AppExchange. Here a copy of the press release for your convenience, followed by my analysis: Helpshift Announces New Integration Cap...
Experience requires Engagement - Are Companies Prepared?
05.04.17 9:12 PM - Comment(s)
Today’s businesses are in a difficult situation. Their customers demand more experience and contextually relevant engagements than they are equipped to deliver. This places them on a difficult trail that they need to navigate in order to be and stay successful. Their challenge is that technology doe...
