Project: salted-cx • Created: 5/18/2025
Zendesk AI agents helped Vimeo automate 35% more conversations
Zendesk CEO predicts AI will handle 80% of customer interactions by 2030 with fewer errors than humans
Kustomer challenges Zendesk’s complexity and pricing model in head-to-head platform comparison
Zendesk faces customer backlash over AI-only support and rising costs with Trustpilot rating 1.7/5 and messaging bot fees tripling to $500/month.
Marc Benioff: AI agents now part of Salesforce leadership, with Agentforce transforming enterprise strategy and operations
Salesforce acquires Convergence.ai to advance adaptive AI agents for complex digital workflows
Twilio and Microsoft accelerate secure, scalable conversational AI adoption for 10M+ developers with next-gen multichannel AI agents and compliance tools
Aircall faces widespread customer complaints over support and billing issues despite some positive user experiences.
APPSeCONNECT critiques Salesforce integrations as fragile and costly, pitches iPaaS as the scalable fix
Salesforce CEO in South Asia: AI will disrupt jobs but create new roles like prompt engineers and ethics officers
Amazon Connect draws skepticism as analyst highlights deployment friction, limited features, and unclear cost advantage
Wisconsin DOR reduces contact center costs by 66% and hold times by 60% using Amazon Connect
Priceline cuts handle time with Amazon Connect’s generative AI as it modernizes global contact operations
Blue Cloud Ventures backs Forethought to transform CX with agentic AI
European CX leaders prioritize AI and cloud adoption but face internal silos and data fragmentation
Cresta CMO: Klarna’s AI retreat shows why CX automation must evolve through human-AI collaboration
Cresta launches Conversation Intelligence for AI Agents to analyze AI and human agent performance in contact centers
Altice’s Optimum boosts customer service NPS by 26 points using AI with AVA and Cresta platforms
Jazeera Airways and TCS transform air travel with AI-driven personalized services enhancing experience for 5 million passengers annually