- In 2024, Zendesk launched an AI-powered customer self-service platform designed to enhance automated responses and predictive issue resolution, aiming to boost customer satisfaction while reducing support costs. The previous year, Salesforce expanded its Service Cloud by integrating AI-driven chatbot capabilities and voice assistant support, enabling seamless and personalized self-service experiences across multiple channels.
- In 2022, Microsoft enhanced its Dynamics 365 Customer Service platform with advanced virtual agent features, improved natural language processing, and omnichannel support, further empowering businesses to deliver efficient self-service solutions. Freshworks followed in 2021 by introducing AI-enhanced self-service tools such as intelligent FAQs and automated ticket deflection to reduce customer wait times.
