Updates from Zendesk, Pipedrive, Litmus, and More
The editors at Solutions Review have curated this list of the most noteworthy MarTech news from the week of April 19th. This round-up covers announcements and updates from Zendesk, Pipedrive, Litmus, and more.
Keeping tabs on the most relevant CRM and MarTech news can be time-consuming. As a result, our editorial team aims to summarize the week’s top headlines in the marketing technology landscape. The Solutions Review editors will compile a weekly round-up of vendor product news, mergers and acquisitions, venture capital funding, talent acquisition, and other noteworthy MarTech news. With that in mind, here is some of the top MarTech news from April 19th.
Top MarTech News From the Week of April 19th, 2024
ASAPP Unveils a New Generative AI Solution
ASAPP, a generative AI provider for contact centers, has unveiled GenerativeAgent, a new product designed to automate over ninety percent of interactions. GenerativeAgent can handle complex, free-form interactions and joins ASAPP’s growing suite of generative AI customer experience solutions. Alongside the GenerativeAgent release, ASAPP has announced an ecosystem of partners to accelerate market adoption for the new tool. For example, Ernst & Young (EY), PTP, and Infosys are strategic integration partners, and Genesys, AWS, Avaya, and Cisco will operate as Contact Center as a Service (CCaaS) providers.
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boost.ai Debuts a New Generative AI Innovation
boost.ai, a conversational AI (CAI) solution provider, has launched Generative Action, an innovation that advances its platform’s generative AI capabilities. Generative Action enables companies to use GenAI-enabled virtual agents and equips them with the safeguards to operate in customer-facing, highly regulated environments. This will help users accelerate customer experience automation initiatives and provide hyper-personalized interactions. Other features include a centralized knowledge base for virtual agents, support for multiple formats (URLs, HTML, images, docx, PDF, and .txt.), API hooks, and Action Hooks that trigger pre-defined flows.
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Kore.ai Details the Additions Available in its Latest Platform Update
Kore.ai—an enterprise conversational and generative AI platform technology provider—has released the Kore.ai Experience Optimization (XO) Platform Version 11.0. This release introduces new capabilities to drive AI-driven business interactions across use cases, including customer, agent, and search experiences. These capabilities include a unified user interface for Kore.ai’s integrated products, multi-LLM generative AI, Advanced Retrieval Augmented Generation (RAG), outbound campaigns, real-time agent coaching, and XO GPT models.
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Litmus Expands its Email Marketing Solution with New Features
Litmus, an email marketing solution provider, has announced three new features to improve how brands connect with their audiences. The updates include the addition of an Image Monitoring tool to Litmus Email Guardian, Interest Signals for Litmus Personalize, and Scratch-Offs in Litmus Personalize. These features equip marketing teams with the resources they need to develop memorable customer connections, build subscriber trust, extract valuable insights from data, and create engaging, personalized email experiences that inspire customer action and boost revenue, all from the platform they’re already working on.
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Pipedrive Launches the Pipedrive AI Solution Suite
Pipedrive, a sales CRM platform for small businesses, has launched Pipedrive AI, a new suite of AI tools powered by OpenAI and internally developed AI software engines. The AI-centric suite can take the manual work out of sales processes by simplifying communication, closing more deals in less time, and making smarter decisions for managing sales workflows. These include an AI-powered sales assistant, email summarization, smart app recommendations, Marketplace search tools, and AI-generated emails. Pipedrive AI was previously in beta testing but is now available to all customers.
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Qualtrics Appoints a President for its AI Strategy
Qualtrics, an experience management (XM) solution provider, has appointed Gurdeep Singh Pall as its first-ever President of AI Strategy. In this role, Pall will help guide the company’s ongoing AI innovations as it develops generative, casual, and predictive AI tools powered by Qualtrics’ extensive database of human sentiment. Pall has over thirty years of industry experience and previously served as a technology leader and executive at Microsoft, where he helped develop and promote products like Windows, Skype, Teams, and Bing.
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Salesforce Announces New Features for Slack AI
Salesforce has announced that Slack AI is now available to all paid Slack customers with expanded language support. This will enable businesses of all sizes to access a generative AI experience built natively on their existing platform. Additionally, Slack AI now includes a new recap feature, conversation summaries, and a search answers tool that delivers personalized, intelligent responses to conversational questions. The Slack AI functionality is available as a paid add-on for all customers with a paid Slack plan.
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SAS Extends its Viya Workbench Solution
SAS—a global data and AI provider—has announced new capabilities for SAS Viya, its data and AI platform, and detailed the general availability of the SAS Viya Workbench solution. Viya Workbench is designed to help developers and modelers work with either SAS or Python languages, but the company plans to make R available by the end of 2024. The solution is available through the Amazon AWS Marketplace in Q2, with plans for additional support for other cloud providers and software-as-a-service deployment options.
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Zendesk Partners with Amazon Web Services and Anthropic
Zendesk has announced a new collaboration with Amazon Web Services (AWS) and Anthropic, allowing the company to provide clients with more efficient and accurate AI features. As part of the collaboration, Zenedesk will utilize Amazon Bedrock—a service for building and scaling generative AI applications—and Anthropic’s Claude 3 model family to allow customers to deploy sophisticated LLMs for unique customer interactions. The partnership will also provide Zendesk customers with AI-powered tools to support agents and real-time, AI-powered responses to customer queries.
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Zendesk Expands its Service Solution with New AI Capabilities
Zendesk also announced its plan to launch a “complete service solution for the AI era.” The news, shared at the company’s Relate conference, includes the launch of autonomous AI agents, workflow automation, agent copilot, Workforce Management (WFM), and Quality Assurance (QA) capabilities, all powered by Zendesk AI. Additionally, Zendesk has introduced Agent copilot, a new offering that learns from past experience to help human agents anticipate customer needs, streamline workflows, and improve future interactions, thanks to new AI-powered reporting, generative AI, and customer sentiment tools.
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For consideration in future news round-ups, send your announcements to wjepma@solutionsreview.com.
