Servicefriend is honored to announce that we’ve been included in the Gartner 2017 Cool Vendor in CRM Customer Service and Support list. This list recognizes a select group of vendor companies working on groundbreaking technology.

The list of Gartner cool vendors includes many other successful companies such as Waze, WalkMe, Instagram, Box, Palantir, and Evernote.

Gartner estimates that “by 2020, 10% of B2C first-level engagement requests will be taken from virtual customer assistants, up from less than 1% today.” The asynchronous nature and massive volumes of messaging make it impossible to handle messaging with live agents and equally challenging to rely on bots to solve real customer service issues. Servicefriend’s approach offers enterprises the scalability of a bot with the intelligence, comprehension, and empathy of a human.

The Gartner report says that Servicefriend stands out because it eases consumption of AI technology and is bringing pre-trained conversations to defined industries instead of asking customers to build them from scratch. Companies can start using the technology in a short period of time, while benefiting from industry know-how, best practices and a high level of NLU accuracy.

We’re quite happy to be included and can’t help but agree that it’s getting “COOL” in here… ????