The new technology improves personalization across all interaction points and provides and analyzes content consumption patterns and user behavior.
Salesforce today announced it is buying Zoomin, an enterprise knowledge platform. This is the third company Salesforce has purchased this month following its acquisitions of Own and Tenyx.
Zoomin processes unstructured data from across an organization to provide personalized and automated service interactions at all interaction points, including home portals, websites, support centers, customer service centers, and within the product itself. Additionally, it automatically generates insights and recommendations by analyzing content consumption patterns and user behavior. Salesforce plans to use Zoomin to improve Agentforce support for service representatives.
“Proprietary unstructured data is powerful fuel our customers can use for AI agents and customer experiences, and Zoomin’s proven expertise and technology will accelerate Data Cloud’s innovation and enable our customers to get better value from Agentforce,” Rahul Auradkar, EVP and GM, unified data services and Einstein at Salesforce, said in a statement.
Zoomin was founded in 2007 and has been a Salesforce AppExchange partner since 2018 and a Salesforce Ventures portfolio company since 2019. The startup’s customers include McAfee and Dell, Burger King, Tim Hortons and Popeyes.
The company’s technology will first be integrated into Salesforce’s Data Cloud and Service Cloud, with plans to expand its use across all Salesforce solutions.
Why we care. At a press briefing earlier this month, Salesforce CEO Marc Benioff said, “About a decade ago I kind of had my first existential freak-out when it came to artificial intelligence. But, it was clear to me that things were going to change, dramatically. I started acquiring hedge companies and putting things together.”
These acquisitions together with the release of Agentforce and the continuing investment in Salesforce Data Cloud are all making Benioff’s freak-out look productive.
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