Salesforce is expanding its Service Cloud platform to let companies offer web-based customer service and support comparable to what they provide inside smartphone apps — reflecting a broader movement ...

Salesforce Inc. today announced the pilot launch of Einstein Service Agent, the company’s first fully autonomous artificial intelligence agent that it says can handle and resolve customer service ...

He says Salesforce has halved its customer support roles from 9,000 to 5,000. "I was able to rebalance my head count on my support. I've reduced it from 9,000 heads to about 5,000 because I need less ...

Salesforce is reimagining how customer service teams operate — moving from reactive support to proactive, outcome-driven engagement. At the center of this shift is AgentExchange, a new platform that ...

How many times have you called into a company, answered a bunch of preliminary questions about the purpose of your call, then found that those answers didn’t make their way to the CSR who ultimately ...

Salesforce, Inc. (NYSE:CRM) disclosed a collaboration with Singapore Airlines (SIA) to enhance the customer case management system. As per the deal, SIA will implement Agentforce, an AI-powered system ...

Global leaders in CCaaS and CRM expand partnership to help businesses drive more value from data and AI with Genesys Cloud CX and Salesforce Service Cloud This jointly released solution makes agent ...

Forbes contributors publish independent expert analyses and insights. Jack Kelly covers career growth, job market and workplace trends. This article is more than 3 years old. Progressive ...

The CEO of the customer support platform said “a handful of customers” saw their data exposed after the breach ...

Customer support has become a crowded battlefield in enterprise technology as software vendors such as Microsoft Corp. and Salesforce.com Inc. rush to arm organizations with tools to create one-stop ...

Salesforce is doubling down on its goal of helping businesses get a "360 degree view" of their customers with new announcements at its annual Dreamforce mega-conference in San Francisco. The key ...

Artificial Intelligence has reportedly cut 4,000 jobs at one of San Francisco's largest private employers.In a recent interview on The Logan Barlett Show podcast, Salesforce CEO Marc Benioff spoke ...