Author
Ken Yeung
Intercom Expands Fin Agent with Multimodal AI, Adding Voice, Image Support, and Third-Party Integrations
Intercom is doubling down on AI-driven customer support with a significant expansion of its Fin agent. The customer service tech provider is adding multimodal capabilities to its chatbot that go beyond text. It now supports voice-based interactions, image recognition, and third-party app integrations. Launched in 2023, the Fin AI agent is built to deliver AI-powered […]
Adobe Steps Into Its Orchestration Era With New AI Agents for Sales and Marketing
Adobe is the latest tech giant to embrace AI-powered agents for the enterprise. This week, the company introduced the Adobe Experience Platform Agent Orchestrator, a new service designed to build, deploy, and manage AI agents across the customer experience, sales, and marketing lifecycle. “The opportunities for AI and marketing are significant,” Anil Chakravarthy, President of […]
Adobe: Generative AI Reshaping Consumer Behavior, Driving Massive Traffic Shifts in Online Shopping, Travel, and Finance
Generative AI is transforming consumers’ shopping, travel, and financial patterns. New data from Adobe reveals the impact chatbots have on online purchase behavior. The company found that between November 1 and December 31, 2024, Gen AI sources sent a 1,300 percent increase in traffic to U.S. retailers. And, when observed over seven months, Adobe discovered […]
Salesforce Bets Big on Agentblazers: Training One Million Builders for the AI Era
As Salesforce further promotes its vision of an agentic workforce, it must equip the next generation of builders with the necessary knowledge to unleash these AI bots. To accomplish this, the enterprise tech firm has turned to a familiar playbook while also banking heavily on its Trailhead education platform. It has set an ambitious goal: […]
Microsoft Introduces AI-Powered Sales Agents for Microsoft 365 Copilot
Microsoft has a message for Salesforce: Hold my beer. The same week that Salesforce unveiled more enhancements to its Agentforce platform, Microsoft introduced two AI-powered sales agents for Microsoft 365 Copilot. This marks the latest in a growing lineup of in-house AI bots the company has integrated into its ecosystem. Today’s release is designed to […]
Salesforce Expands Agentforce to Bring ‘Proactive’ AI Agents to Any App or Workflow
Salesforce is updating its agentic development platform, infusing AI agents with new autonomous capabilities. With the release of Agentforce 2dx, created bots are moving away from the confines of a chat interface and can now be embeddable in any application, workflow, or process. The newest Agentforce update, revealed at Salesforce’s TDX conference, includes new features designed […]
Salesforce Unveils AgentExchange, a Built-In Marketplace for Agentforce
Twenty years ago, Salesforce introduced AppExchange, a cloud-based marketplace for business applications. It was designed to strengthen the platform and provide CRM administrators and developers with a space to showcase their apps. Since then, it has become a key part of Salesforce’s ecosystem. Today, there have been more than 13 million installs, and it now […]
Salesforce’s Next Big Challenge: Convincing Developers to Build AI Agents
Marc Benioff believes we’re in the era of digital labor, an opportunity Salesforce’s charismatic chief executive concedes his company is still trying to grasp. “We can see a new world opening when we look at digital labor. When we’re talking about [AI] agents, we’re talking about digital labor,” he proclaimed in December, valuing it as […]
Zendesk Acquires Local Measure to Strengthen AI Voice Capabilities, Expand AWS Partnership
Customer experience platform Zendesk has entered into a definitive agreement to acquire Australia-based Contact Center as a Service (CCaaS) firm Local Measure. Citing pending regulatory approval, the deal’s financial terms were not disclosed—it’s been reported to be $100 million—, but both companies expect the deal to close in May 2025. The move aims to bolster […]
IT Leaders Bet on AI Agents to Ease Growing Workloads, But Integration Remains a Major Hurdle
Companies are embracing the artificial intelligence revolution, turning to AI agents to help them scale for the future. That’s good news for enterprise agentic platform providers like Salesforce, Zendesk, and ServiceNow and startups like Cognition Labs, Adept AI, and LangChain. However, while there’s tech adoption, it’s not being smartly executed. New research from MuleSoft, Venson […]