Currently, only one customer agent can be created. This singular agent is the agent that is assigned across all connected channels. It would be great if we could create multiple different agent profiles. That way, we could further customize the agent for each connected channel.
+1 -- This isn't a "nice to have"; this type of flexibility is a necessity for many businesses. HubSpot, you're forcing clients to look elsewhere for solutions when what they want is to work with you.
Hi ALL! Looks like this has been updated to be more diversified and flexible.
You can now create multiple kinds of "Customer Agents" that you can restrict to specific knowledge bases/content as well as specific hubspot fields. From my support rep: "Regarding Your Question on Training Different Agents on Different Content: Yes, you can train different customer agents on different content. You can set up separate agents that reference distinct source documents, tailored to different user groups, such as clients, leads, or others. This segmentation allows you to assign unique sets of reference materials to specific agents, ensuring that each user group gets the right content."
Looks like they also have 3 more TYPES of agents in beta (social, prospecting & content).
That said, you will have to pay credits to use any of these now. They are NOT included.😞 TBH. I do NOT understand Hubspot's credit system. It seems like a way to confuse users and charge more... since you have to buy it in blocks and not pay for just whatever you use...but maybe that's just me.
+1! This would allow us to create more tailored customer experiences. Building an agent who caters to B2C and another for B2B customers would be great!
@Mandy-Go Thank you for the update from your rep! Did you get a link to a help doc that explains how to set up multiple kinds of agents? Because I don't see that option on my end. We can set up multiple Chatflows that are linked to a specific Brand and only pull from that Brand's Knowledgee Base. But that only works if the customer opens the chatbot and taps the "Help" tab/button. If they just start chatting with the bot it will pull from ALL of our Brands' Knowledge Bases. We don't want our customers to receive incorrect information and have a frustrating experience.
Plus there's the issue where you can't change the chatbot colors on a Chatflow, only the name and logo. So now we have a chatbot that doesn't match our new Brand's colors. 😐
@Mandy-Go you can have different kinds of AI agents (social, prospecting & content), but this thread is specifically discussing the customer facing "Customer Agent" used for customer service. This type of agent is external facing, where the other 3 you mentioned are internal for the purposes of easing workload.
An example of the use-case need. Unilever has websites for each of their "Brands". Each brand has different products, knowledgebases, and customer bases. If Unilever were using HubSpot and wanted to add a HubSpot customer service AI chatbot on their account their options would be:
Add one (1) Agent covering ALL knowledge for ALL of their brands to All of their brand's pages.
Add one (1) Agent covering only one (1) brand's knowledge on one (1) site.
in option 1, the AI agent would need to be able to distinguish questions about Axe body Spray from those about Best foods Mayo or Dove bodywash. It would have to have a singular voice and personality across all brands, and it would have to be sure not to send customers away from their target pages when presenting information. That is the issue. HubSpot has multi-brand support and pushed lots of companies to be set up that way, and now each "Brand" needs the flexibility to configure an agent for themselves.
Their credits system is a joke - it's 100 per conversation, but 1 credit gets you absolutely nothing, so it's just inflated to make it look like you get loads for your money. I asked what happens if a customer re-opens a conversation, gets interrupted and the conversation times out, or comes back for more answers on the same topic on the same day - they couldn't provide an answer.
We have a similar use case where we need this feature. Customers and internal team members need different material training the AI agent and there is no way to segment this today.
We need multiple agents because we offer multiple products. Currently stuck with automating support for the other product because we're not including articles of those to the knowledge sources - we realised how the Customer Agent got really confused and gave unrelated answers. Please include this in the next update!
We are stuck with a similar probem. We have multiple products with each product it's own customer base. We want to use a dedicated Customer Agent that get's the information from dedicated Hubspot knowledge bases. Currently the "one-for-all" AI Customer Agent mixes up info from different knowledge bases and returning the wrong info.
Commenting to be notified on update. Our clients gain considerable value from both an external agent and an internal agent, but are currently forced to choose one.
Hi everyone! My name is Hallie, and I'm a Program Manager on our CXM Team. I connected with our product team regarding this feature request, and they said that there are plans to support multiple brands with customer agent, but there's not a specific date yet for when this will be available. With that said, we will share more updates here as soon as any more details are available. Thanks for your patience and continued feedback!
