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.
@hhiggins Thank you for the update! Not having the separate functionality has caused a bit of a headache for our Customer Service team since we launched our second brand 6 weeks ago. The chatbot is serving up not-so-great, mixed up responses to our customers, which is also causing customer confusion and frustration. Overall it's not a great experience interally or externally.
Same here. This is a must-have for many of the reasons mentioned above, and for security reasons, as it may also include access to CRM data. We also have use cases for various products and services across different markets and languages.
Then they outline 3 or more different scenarios they want one for - one for the pricing and FAQ page for prospects, another for helping onboarding new customers, another for self serve help on the knowledge base etc. Each one to be tailored for the specific audience.
And then for global customers they have additional requests eg a Customer Agent for a specific region, with knowledge sources limited to specific KB articles etc.
So much potential here.
And given that Customer Agent chats consume 100 credits, it seems like this would be a huge revenue option for HubSpot to provide.
Second this! (Or apparently 152nd this!) It's not just about ability to have different agents by business units, but as someone mentioned above, if you have different product lines and different knowledge bases, you would want to control the sources each agent is trained on.
@CraigBailey I get it, looks great. But how much have you used and tested it? There is no prompting interface, so it is close to impossible to train. It won't prioritize specific sources, so if you make the prompt instructions and more detailed guides e.g. on a landing page, it won't follow them. To make it robust, you need to populate the Q&A and that's a lot of work. Then routing is limited, handover rules are not flexible enough. And there is only one. So results with language variations are not good and it won't stick to referencing/links in the right language.
As far as I can tell it is the only AI chat with no prompting interface on the market. Yet, it is out of beta and one dollar per chat.
So, yes to multiple agents. But this tool ´needs a lot of work and it is crazy expensive for what it is IMHO.
I also upvote and agree with @auto-mate, the handover rules are not flexible enough. Please let the configuration turn the AI agent email capture off if needed. Yes to mulitple agents and the cost outweighs the limited benefit.
We would love to have multiple agents on different pages on our website, trained to answer different questions. For example, the agent on the home page could be generic, but in our Events section could pull from different data sources with specific event data. Crossing fingers that you guys can make that happen! 😁👍
We also agree! Having separate agents with their own focus, language and knowledge sources would provide much more value and give more control. Hoping to see progress on this feature soon.
