Cherwell Software, a global leader in enterprise service management, announced that leading global investment firm KKR will take a larger stake in the company through its Next Generation Technology Fund, which focuses on investments in software, security, Internet, digital media, and information services. This latest investment of $172 million will be in addition to KKR’s initial $50 million investment made in Cherwell in February 2017. Continue reading KKR to Invest $172 Million in Cherwell Software →

Jacada announced that it has released Version 10.0 of Jacada Interact, the customer interaction design and robotic process automation (RPA) platform supporting the Jacada Autonomous CX suite. With Interact V.10, enterprises can now effortlessly design and automate assisted-service or self-service processes across the customer journey, and ensure business agility, high resolution rates, efficiency, and standardization across all customer service channels. Continue reading Jacada Introduces the Autonomous Customer Experience Suite with the Release of Jacada Interact V.10 →

Helpshift, the company revolutionizing the customer service industry, announced the release of SensAI, the first artificial intelligence natively built for customer service. Using SensAI, brands can automate the support process to make service interactions more human—while reducing time to resolution, optimizing operations, lowering overhead in the contact centre, and improving day-to-day life for agents. Continue reading Helpshift Unveils SensAI: AI Tech Designed Specifically for Customer Service →

While speech recognition appears to have gone mainstream with products like Amazon’s voice assistant Alexa, phone call transcription has hitherto been the preserve of corporate call centres. But things are about to change now that London-based Threads has teamed up with OrecX – who has the world’s largest installed base of open source call recording systems – to provide a low-cost practical business solution. Continue reading Threads transforms speech recognition from gimmick into useful business tool →

Ivanti, the company that unifies IT to better manage and secure the digital workplace announced a new cloud-delivered artificial intelligence (AI) application for service management. Redefining the traditional concept of user self-service, the new Ivanti® cloud-based Hub and Bot capabilities deliver a new intelligent virtual support agent (VSA) that is contextual, conversational and intuitive for the end user, fully integrated with the overall service management workflow, and automated to minimize help and service desk resource engagement. Continue reading Ivanti Announces New Cloud AI-Powered Hub and Bot App for Service Management →