Google has acquired a small startup that builds tools for businesses looking to automate their customer service or sales workflows.
Pre-trained models are available for use cases related to image, video, audio, or text analysis such as sentiment analysis, sales opportunity workflow automation, customer service, automated equipment inspection, and interactive advertising.
Sprout Social's recent feature additions are shared customer history records, and team workflow and customer service tools including recent integrations with Zendesk, UserVoice.
"If you tweet at Hertz with a problem, our software calls that in, identifies customer service issues and provides a workflow system to route the right tweet to the right agent and then provides analysis and management tools for how their customer service representatives are doing," says Conversocial chief executive, Joshua March.
They inevitably have backlogs to deal with, and the disrupted workflow hurts customer service and makes offices less efficient, as the Government Accountability Office has found in the past.
In addition, the video support offered through the new Rescue Lens service is designed to be integrated into the business's existing workflow for handling customer service issues, and includes the option to integrate with a number of top ticketing systems, including Salesforce, Zendesk, ServiceNow, Freshdesk, and others.
This is especially true for complex customer relationship management workflows in B2B customer service functions.
It's not just implications for workflow scenarios and businesses in customer service industries, healthcare is another example of where wearable technology like this could be a massive boost in real-time and mobile patient informatics.
(Salesforce.com is also trying to add localized workflows and content to its customer service platform Desk.com).com
The engineering team uses Jira tickets to manage the workflow and every bug report comes with an accompanying customer service ticket so that they can understand exactly what went wrong.
