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!
+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 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!
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!
@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.
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