It's been another busy week in the world of customer experience, with Salesforce announcing a new version of Agentforce, HubSpot launching AI agents, Twilio releasing attention-based routing for contact centers, and a controversial leaked memo from Shopify's CEO.
Here are extracts from some of our most popular news stories over the last seven days.
Salesforce Drops Another Version of Agentforce, This Time Targeting Field Service
Salesforce has released Agentforce for Field Service, a specialized edition of its digital labor platform.
The offering comprises AI agents that augment the jobs of dispatchers and technicians.
In doing so, the agents aim to take cumbersome tasks off their plates, including scheduling, reporting, and paperwork.
As a result, field service personnel may spend more time troubleshooting, running repairs, and building customer relationships.
Sharing more, Taksina Eammano, EVP & GM of Field Service at Salesforce, said: “Agentforce for Field Service redefines how work gets done in critical industries like manufacturing, telecommunications, utilities, and consumer home services.
This is a massive leap in AI innovation that tackles the inefficiencies that plague field workers today, solving the pain of back-and-forth scheduling while giving field reps the power to make context-aware decisions and handle real-world nuances more effectively.
When announcing the platform, Salesforce also cited original research indicating that skilled technicians and tradespeople “waste” almost a day per week doing admin (Read on...).
HubSpot Brings AI Agents to SMBs
At Spring 2025 Spotlight, HubSpot introduced new and improved Breeze Agents.
Among many feature announcements, perhaps the biggest of all includes four Breeze Agents to enable go-to-market team scale.
The announcement comes at a time when businesses are moving at warp speed and teams are struggling to keep up.
Marketing tactics that worked last year are now obsolete. Sales playbooks that used to be reliable are outdated.
Customer service expectations have skyrocketed beyond what most teams can handle.
The driver turning the screws: The uplift in the development of AI.
The first – named Customer Agent – is an extension of support teams. It automatically resolves customer queries 24/7.
