This Week in CX: Microsoft’s New AI Agents, Salesforce’s Farewell to Einstein Copilot, HubSpot’s Agentic AI Growth, and More Avaya Layoffs
This week in the world of customer experience (CX) has been filled with exciting developments and changes in the AI landscape. From new AI agents from Microsoft to the farewell of Salesforce’s Einstein Copilot, there is a lot to unpack. Let’s dive into some of the highlights from the past seven days.
Microsoft is set to release two new AI Agents for its Dynamics 365 Contact Center in early 2025. The Customer Intent Agent will listen in on customer conversations across all channels to discover new intents and map out troubleshooting steps for agents. The Knowledge Management Agent will craft new knowledge articles based on insights from the Intent Agent, making it easier for customer service teams to autonomously solve customer issues.
On the other hand, Salesforce has bid farewell to its Einstein Copilot, renaming it to “Agentforce (Default).” While the functionality remains the same, the change has taken many users by surprise. This move comes just a year after Einstein Copilot was made generally available, marking the end of Salesforce’s premier generative AI solution.
HubSpot’s Founder & CTO, Dharmesh Shah, has seen impressive growth with his “Agent.ai” platform, surpassing 250,000 users in January 2025. The platform offers autonomous AI agents for service, sales, marketing, and operations teams, allowing users to deploy AI agents within their CX ecosystem. Shah hopes to integrate the platform into HubSpot’s ecosystem in the future, following the success of his previous project, “ChatSpot.”
Lastly, Avaya continues to make global layoffs, with Europe and the Middle East being hit particularly hard. These layoffs are part of a larger restructuring effort announced in November, with Avaya focusing on its top 1,500 customers. The CEO, Patrick Dennis, is implementing a scaled-down version of the Broadcom playbook to streamline the business.
Overall, this week in CX has been filled with exciting developments, changes, and challenges in the AI and customer service space. Stay tuned for more updates and insights in the coming weeks.
