McDonald's Is Investing in Customer Service Tech

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The fast food giant has signed a deal to acquire the Israeli-founded customer service automation start-up Apprente, which offers AI and voice-based conversational technology developed especially for use in loud environments.

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Spirit Airlines Introduces New Customer Service Feature to Repair Its Reputation

Spirit is one of the lowest-ranking airlines for passenger satisfaction, ranking last out of 10 carriers. But the company is taking measures to improve customer service, including the introduction of support via WhatsApp.

Maria Minsker | Sep 10, 2019
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Forrester Unveils FeedbackNow 2.0

FeedbackNow is a real-time customer experience analytics solution. (Featured on

Sep 09, 2019
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Freshworks Launches Freshsuccess

Freshsuccess provides a unified view of customer journeys for customer service, sales, marketing, and support.

Sep 04, 2019
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Uniphore Raises $51 Million to Inject AI into Customer Support

The conversational AI vendor recently expanded to Silicon Valley, and the funding will help the company grow globally and partly be used to attract more U.S. customers.

Maria Minsker | Aug 23, 2019
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Aha! Integrates with Zoom's Unified Communications Platform

The integration lets companies conduct live webcam conversations with their customers.

Aug 21, 2019
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Richardson Launches Sales Training for Service Staff

The Enhanced Service Through Consultative Sales Program equips service professionals with skills to deliver better experiences and to drive additional value.

Aug 14, 2019
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Dynamics 365 Customer Service Insights Supports 39 New Languages

Microsoft has announced that Dynamics 365 Customer Service Insights is now available in more than 39 new languages, with new language models for improved AI insights also now available for public preview.

Maria Minsker | Aug 09, 2019