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.
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!
We need this fuction as we have multiple language sites. The current agent is trained on all our sites but seems to get a little confused referenceing and linking users across different site then they are on.
Totally agree, this is a must-have! We have 3 support channels with very different information resources. Being able to assign individual agents trained with the appropriate content would be a game-changer.
As it stands, due to the diversity of our service, a single customer agent is unusable.
Agreed that this is a MAJOR need. We'll have to look into alternative AI solutions to serve all of our business needs while HubSpot restricts this to only a single agent. As a B2B SaaS company, we need the Customer Service Agent to reference our knowledge base and handle user questions in-product; we need the Marketing Specialist Agent to reference our PreSales Site, blog, and other marketing content to nurture website visitors; and we need the Sales Representative Agent to reference Plans, Pricing, & Service Agreements to handle lead/opportunity questions. By not giving us the ability to create different agents, our abilities are really limited - and this dilutes the effectiveness of the tool.
Yes we need it urgently as well, need more agents as they are task specific. I feel the AI features in HubSpot overall is behind where it should be compared to the industry right now and your reps don't have enough practice/knowledge with the tools either. Copilot isn't up to par either. I am forced to look for alternative solutions outside of Hubspot to meet our business needs.
@ML899 - Agree! We've been doing a lot of research on AI tools outside of HubSpot, but it's frustrating to have to do so because we use HubSpot to manage most aspects of our business - Website, Lead Nurturing, Sales, Customer Success, Support...It feels absolutely necessary - a complete no-brainer - for HubSpot, as a multi-functional platform, to offer multiple AI agents to service these different tasks.
A brand I'm working with has their website set up with multiple subdirectories. e.g. - company.com/en/, company.com/fr/, company.com/de/
The customer agent has been trained using content from all of these sources, many of the sources being the same page only translated. The issue is that the customer agent will provide links and citations to multiple subdomains in it's response. "Oh you want to do this? Here's a link to /en/information, and a link to /it/informazioni".
The model is getting better, and I'm hoping it will be able to recognise language and only provide links to pages in that language. In the meantime, splitting the customer agent out into multiple would help the brand train each separately and have it never get a chance to share bad links and citations to visitors.
+1 on this. We have different user groups and the content should be separated for each user group to prevent it will give the wrong answer to a miliar subject. Right now we don't see another option that enable one Customer Agent and set up the other flow using an old-school form but this is far from ideal if we want to scale our support operations. Any updates on this from the HubSpot team?
Yes, we need to be able to create multiple customer agents to assign to different websites and subdomains. Please, make that happen as soon as possible!
In the simplest form the ability to assign certain content to a brand would cover some of the gap, but brand voice would also tie into this to provide some differentiation between the various brands. We operate across 5 different brands, who are very different in appearance and clientel and this would certainly provide more flexibility as what is currently available!
+1 for this idea. Just discovered the need for a second Customer Agent today. Without it, we are unable to update the colors of the Chat icon and window to different Brand colors and assign a different Personality that aligns with the Brand tone.
+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.
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