The latest and greatest customer service and experience news from the last seven days has all been about CCW 2025.
With announcements from Salesforce, Zoom, Talkdesk, Five9, and more, the event continues to be one of the most significant in the CX calendar.
Here are the extracts from these popular news stories.
Salesforce Debuts Agentic Self-Service, Aims to “Revolutionize” Customer Portals
Salesforce has introduced agentic self-service at Customer Contact Week 2025.
Essentially, it’s a customer portal that integrates with Agentforce – Salesforce’s agentic AI platform – to enable a self-service experience that’s “smarter, faster, and more personalized than ever.”
Available within Service Cloud, agentic self-service chiefly provides real-time assistance on the company website, resolving queries and helping customers complete tasks.
Yet, there are a couple of additional nifty features. For instance, a Dynamic Search function transfers customer search context to Agentforce so the company can offer proactive support via the portal.
Additionally, there’s a Dynamic Conversations tool that enables a multi-modal self-service experience, with customers able to submit files and Agentforce analyzing them to increase the scope for automation. The capability also makes link uploads possible.
The opportunity to improve self-service experiences with such functionality is evident in a 2024 Gartner survey, which found that 86 percent of online self-service queries go unresolved (Read on...).
The New Zoom Virtual Agent Is Here, and Now It’s Agentic
Zoom has launched the next generation of its Zoom Virtual Agent at Customer Contact Week 2025.
The announcement introduces agentic AI to the solution.
As such, the Zoom Virtual Agent not only searches for answers by scouring knowledge and data stores, but it can also leverage those sources to reason.
While it reasons, the solution may recall previous interactions and pull context from them, enabling a continuous service experience and greater personalization.
Moreover, the Zoom Virtual Agent can reason to an appropriate tone of voice, given the customer’s language choices, their intent, and brand guidelines.
It may also tackle multi-intent queries by breaking them down and keeping the customer on track when they veer off halfway down a resolution path.
Yet, most critically, thanks to this reasoning capacity, the solution adapts and mechanizes processes to automate more complex customer queries (Read on...).
