Opinions at the Intersection of Business and Technology
When Dropbox launched Dash in June 2023, the goal was to make this AI-powered “universal search tool” a solution for organizing files and folders scattered across countless tabs and apps. Initially, Dash was tailored to personal users and freelance workers to reduce the time they spend looking for content they need to do their jobs.…
Wrapping up a week packed with AI agent announcements, Intercom has unveiled Fin 2, the newest version of its customer service bot. The company claims its agent will be able to “answer more questions, in more ways, in more places.” To accomplish this, Intercom has added features designed to improve Fin’s intelligence and help it…
This week, we’re exploring AI agents, an emerging topic that will dominate company discussions in the coming months as they reshape business interactions, both between organizations and consumers. I just returned from New York City, where I attended Zendesk’s inaugural AI Summit as a company guest. It seems like AI summits are everywhere these days;…
Everyone is racing to give AI agents a voice. On the same day Zendesk announced voice capabilities for its AI agents, Sierra revealed it is also adding voice to its customer service bots. “People are highly sensitive to the subtleties of a voice and the flow of a conversation,” Sierra’s co-founders Bret Taylor and Clay…
Zendesk is expanding its AI agents to more digital channels where users submit support tickets. Previously limited to social media, these bots now also handle email and voice interactions. In addition, the customer experience company is announcing its Agent copilot is now generally available. These updates, revealed at the company’s AI Summit, build on the…
Five months ago, Atlassian introduced an AI agent equivalent of an enterprise search engine that sourced information from its family of apps and also third-party providers. Powered by Atlassian Intelligence, Rovo is designed to help workers better discover knowledge, learn from it and take action. Today, it’s generally available to all Atlassian customers. Rovo has…