It's been another busy week of CX news, with Salesforce and Zendesk releasing new innovations. Elsewhere, while Pegasystems has agreed to pay out eight figures to resolve a shareholder lawsuit, Verint has snagged an eight-figure contract with a major retailer.
Here are the extracts from some of our most popular news stories over the last seven days.
The Salesforce Einstein Copilot Is Now Generally Available
Salesforce has revealed that Einstein Copilot, the company’s conversational AI assistant for CRM, is now generally available.
Powered by generative AI (GenAI), Einstein Copilot is a conversational assistant integrated into every Salesforce application.
Through these apps, employees can interact with Copilot to execute diverse workflows and pose inquiries using natural language.
Salesforce claims that its solution stands out from other AI assistants and chat tools due to its unified capabilities.
The assistant is built on the Einstein 1 Platform, can access data stored within Salesforce’s Data Cloud, and is compatible with Salesforce metadata.
As such, the Copilot in one CRM system can leverage data within other Salesforce solutions and enable cross-app workflows.
In discussing the release of the company’s latest solution, Adam Evans, SVP of Product for the Salesforce AI Platform, was full of praise for the Einstein Copilot’s ability to accurately interpret complicated data sets:
As we continue the rapid pace of innovation, this is an exciting step forward in conversational AI for enterprises
Let’s take a more detailed look at some of those new and previously announced features that the Einstein Copilot boasts (Read on...).
Zendesk Enters the Workforce Engagement Market with a Deep Offering
In March, Zendesk announced a new Workforce Engagement Suite.
The offering comes after Zendesk’s July 2023 acquisition of the workforce management (WFM) provider Tymeshift and its January 2024 roll-up of quality assurance (QA) powerhouse Klaus.
Now, after months of building their solutions into a cohesive suite, Zendesk has presented a deep workforce engagement management (WEM) offering.
While it might not yet cover areas such as learning management and gamification, it encompasses all the fundamentals of WFM and QA.
In addition, it offers several innovative features that most CCaaS vendors – let alone CRM players – do not deliver.
Among these features is the ability for planners to make manual tweaks to the forecasts and schedules based on their experience and know-how. But, ultimately, WFM plans are ready in a fraction of the time they once took.
