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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.<\/strong><\/em><\/p>\n Keeping tabs on the most relevant\u00a0CRM<\/strong><\/a>\u00a0and\u00a0MarTech<\/a><\/strong> 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.<\/p>\n 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.<\/p>\n 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.<\/p>\n Kore.ai\u2014an enterprise conversational and generative AI platform technology provider\u2014has 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.<\/p>\n 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.<\/p>\n 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.<\/p>\n 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.<\/p>\n 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.<\/p>\n SAS\u2014a global data and AI provider\u2014has 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.<\/p>\n 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\u2014a service for building and scaling generative AI applications\u2014and 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.<\/p>\n 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.<\/p>\n For consideration in future news round-ups, send your announcements to wjepma@solutionsreview.com.<\/em><\/p>\nOur\u00a0Free CRM Buyer’s Guide<\/em><\/span><\/a>\u00a0helps you evaluate the best solution for your use case and profiles leading providers in the marketplace.<\/div><\/p>\nTop MarTech News From the Week of April 19th<\/strong>, 2024<\/strong><\/h2>\n
\nASAPP Unveils a New Generative AI Solution<\/strong><\/a><\/h3>\n
Read on for more.<\/strong><\/a><\/h4>\n
\nboost.ai Debuts a New Generative AI Innovation<\/strong><\/a><\/h3>\n
Read on for more.<\/strong><\/a><\/h4>\n
\nKore.ai Details the Additions Available in its Latest Platform Update<\/strong><\/a><\/h3>\n
Read on for more.<\/strong><\/a><\/h4>\n
\nLitmus Expands its Email Marketing Solution with New Features<\/strong><\/a><\/h3>\n
Read on for more.<\/strong><\/a><\/h4>\n
\nPipedrive Launches the Pipedrive AI Solution Suite<\/strong><\/a><\/h3>\n
Read on for more.<\/strong><\/a><\/h4>\n
\nQualtrics Appoints a President for its AI Strategy<\/strong><\/a><\/h3>\n
Read on for more.<\/strong><\/a><\/h4>\n
\nSalesforce Announces New Features for Slack AI<\/strong><\/a><\/h3>\n
Read on for more.<\/strong><\/a><\/h4>\n
\nSAS Extends its Viya Workbench Solution<\/strong><\/a><\/h3>\n
Read on for more.<\/strong><\/a><\/h4>\n
\nZendesk Partners with Amazon Web Services and Anthropic<\/strong><\/a><\/h3>\n
Read on for more.<\/strong><\/a><\/h4>\n
\nZendesk Expands its Service Solution with New AI Capabilities<\/strong><\/a><\/h3>\n
Read on for more.<\/strong><\/a><\/h4>\n
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