From the launch of a new autonomous AI agent platform to another big acquisition in the CRM space, here are some extracts from our most popular news stories over the last seven days.
HubSpot Introduces Agent.AI: The "Only" Network of AI Agents
HubSpot has introduced a network of autonomous AI agents: Agent.AI.
The network will host AI agents for marketing, sales, customer service, and operations teams.
With the platform, these teams may soon scope autonomous agents, add them to their Smart CRM, and implement them so they work side-by-side with staff.
Further down the line, HubSpot will also offer businesses an Agent Builder to devise, develop, and deploy custom Agents.
The announcement came during last week’s INBOUND 2024 event, where HubSpot also announced Breeze, a solution that embeds new AI capabilities across its CRM apps.
Excited by the prospect of Agent.AI, Dharmesh Shah, Co-Founder & CTO of HubSpot, told the crowd:
Agent.AI is the number one professional network for AI agents… it’s also the only professional network for AI agents.
"Some of you might be wondering: "Why do AI agents need their own professional network?" Reasonable question. I predict that in the future, teams will be hybrid—consisting of humans like you and AI agents."
That prediction echoes Salesforce CEO Marc Benioff’s take on the future of CX, as he unveiled the Agentforce Platform last week. (Read on…).
Google Introduces a Customer Engagement Suite to Fuse CCaaS & Gemini
Google has launched a new contact center offering: the Customer Engagement Suite with Google AI.
The announcement came during its Gemini at Work event, where Google explained how it will combine its CCaaS and Conversational AI solutions within one suite.
The suite will also leverage Gemini 1.5 Flash - the latest version of Google’s large language model (LLM) - to deliver embedded GenAI capabilities.
With that first-party LLM, Google strives to offer contact center teams faster, more cost-effective GenAI innovation.
Finally, the suite supports an ecosystem of third-party offerings, including CRM, WEM, and telephony solutions, with Google enabling a bring-your-own telephony (BYOT) approach.
[caption id="attachment_63813" align="alignnone" width="850"]
The Google Customer Engagement Suite with Google AI[/caption]
Celebrating the launch of the Customer Engagement Suite, Duncan Lennox, VP & GM of Applied AI at Google Cloud, stated in a blog post: "As new generative AI capabilities are demonstrating increasingly larger value for customer service operations, we are combining the rich features of Contact Center AI with our latest generative AI technology to deliver a new application." (Read on…).
Salesforce Agrees a $430MN Deal for Zoomin, the Knowledge Unification Company
Salesforce has agreed to acquire Zoomin, the knowledge unification and data management solutions provider.
The Salesforce Unified Knowledge solution[/caption]
