AI needs enterprise context to work well. Atlassian’s Shamik Sharma explains the structural fix most companies are missing when deploying AI to service teams.
Certinia launches its unified agent platform, Veda, promising to speed up the velocity of services organizations by automating a range of previously manual processes.
Agentforce Contact Center has been in pilot mode with 60 users, Compass Working Capital and Savant Systems among them.
We speak with Freshworks CEO Dennis Woodside about his mid-market ambitions. However, will workflow automation win in the long run? Or will Freshworks look to cross-departmental AI governance to support their agendas?
Certinia's Winter Release advances its vision of autonomous Professional Services Automation with a new project assistant agent and tighter integration between its clouds - but the emphasis remains on human-agent collaboration rather than replacement.
At Celosphere 2025 in Munich, the German telco demonstrated how combining process mining with predictive AI enabled proactive customer interventions - offering a practical blueprint for operationalizing AI in customer service.
Following more AI announcements at its AI Summit last week, we speak to Adrian McDermott, CTO of Zendesk, about the fundamental changes he sees AI bringing to the customer service role.
More public companies are talking about Customer Success, and high performers talk about it more, according to a new analysis from professional services automation vendor Certinia.
Joe Inzerillo is Salesforce's first CDO. His arrival comes as the agentic AI movement gets underway internally and externally.
A mea culpa over lost sales over the years, but overall another strong quarter of growth for Salesforce in general with Agentforce piloting picking up traction.
Tariffs and rising costs are squeezing manufacturers, but as UiPath’s Paul Boris explains, orchestrated AI agents are showing how efficiency gains and smarter use of human talent can turn pressure into progress.
Certinia rolls out its first AI agents alongside its summer release - the platform's joined-up data and processes enable meaningful AI automation.
Lowe's transformation from basic SMS notifications to Rich Communication Services demonstrates how retail giants can leverage messaging technology to reduce operational costs while improving customer satisfaction
