This week the CX space has seen exciting integrations from Salesforce and HubSpot, a fresh AI agent release for Adobe, and Everise implementing Krisp’s accent neutralization tech.
Here are the extracts from these popular news stories.
Salesforce Embeds Slack Directly Into CRM Records
Salesforce has embedded Slack across its Salesforce Customer 360 apps.
In doing so, it aims to empower employees to communicate using the apps they’re already working from.
Indeed, from each CRM app, humans and AI agents may send data points, customer cases, and other critical context across Slack while working directly from a real-time view of the customer.
For Salesforce, the move will help eliminate the gaps between conversations and customer data, enabling hybrid human-AI teams to resolve problems and make decisions more quickly.
Early tests show that the embedded Slack function has reduced information search time by up to 30 percent.
Of course, the capability is somewhat reminiscent of Salesforce Chatter, which Parker Harris, Co-Founder & Chief Technology Officer of Salesforce, promised to “kill” late last year.
However, the new Slack functionality will allow businesses to bring together key data points with the people who can act upon them, no matter where they are in the business (Read on…).
HubSpot Unveils an Industry-First CRM-ChatGPT Integration
HubSpot has become the first CRM provider to push data from its applications into ChatGPT.
With a new connector, the provider enables customers to run deep research queries against that data in “just a few clicks”.
For example, one of its 250,000+ customers could consider all the new contacts added to its HubSpot CRM within the past 90 days. It may then bring that data into ChatGPT.
From there, the business could prompt ChatGPT to search for patterns in that data, breaking those down by persona, industry, lead source, and more.
These customers could then take insights back into HubSpot and refine their targeting strategies.
Dharmesh Shah, Founder & CTO of HubSpot, shared this use case as part of a LinkedIn post. Yet, he stressed that there are many more sophisticated analytics projects CX leaders may run via the familiar ChatGPT interface.
As part of his post, Shah – who is also developing an agentic AI platform for HubSpot – described the news as a “big day in HubSpot history” (Read on).
Adobe Launches a New Product Support AI Agent, Looks to Lighten the Customer Load
Adobe has added a new AI agent to its Adobe Experience Platform, which aims to streamline case management.
As customers submit support tickets, the new Product Support Agent gauges their intent and adds critical context to the case, enabling a faster resolution.
Doing so helps troubleshoot and manage tricky customer cases, which often escalate to CX leaders and distract them from their core responsibilities, more quickly.
Indeed, these tickets typically consume long sections of the day, as leaders engage in cross-functional collaboration, navigate complex workflows, and consult technical documentation to identify and implement fixes.
Yet, the Product Support Agent aims to tackle these issues head-on by providing that extra context and then offering real-time troubleshooting guidance through the Adobe AI Assistant.
To do the former, the AI agent collects contextual data, such as logs, metadata, and session details, immediately equipping teams with the structured information they need to solve the matter.
As such, leaders have access to critical insights from the get-go. They don’t need to look elsewhere and gather more information from the customer (Read on…).
Everise Neutralizes Foreign Contact Center Agent Accents with AI, the Latest BPO of Many
Prominent customer service BPO Everise has partnered with Krisp, deploying its real-time voice AI platform across its global agent workforce.
The voice AI platform includes a solution to neutralize contact center agent accents.
The partnership has already been rolled out across 10,000 global Everise seats, with further deployments expected this month.
Over time, Evervise – which has locations in Guatemala, Malaysia, and the Philippines – will roll out the solution to 28,000 agents.
Everise hopes the real-time solution will enable agents to resolve issues faster, bridge language and accent barriers, and deliver more impactful, effective customer interactions.
“At Everise, we believe the future of CX lies with empowering people with the right technology,” said Sudhir Agarwal, Founder & CEO of Everise.
Together, we’re helping enterprises meaningfully elevate every customer experience. This is innovation with impact – and it’s the future of CX.
Speaking previously to CX Today, Davit Baghdasaryan, Co-Founder & CEO of Krisp, shared a demo of this technology (Read on…).
