Salesforce announced Einstein Service Agent, Salesforce’s first fully autonomous AI agent that makes conventional chatbots obsolete with its ability to understand and take action on a broad range of service issues without preprogrammed scenarios, helping make customer service far more efficient.
Unlike traditional chatbots — which can only handle specific queries that have been explicitly programmed into their system and don’t understand context or nuance — Einstein Service Agent is intelligent and dynamic. Built on the Einstein 1 Platform, Einstein Service Agent interacts with large language models (LLMs) by analyzing the full context of the customer’s message and then autonomously determining the next actions to take. It uses generative AI to create conversational responses — grounding its responses in a company’s trusted business data, including Salesforce CRM data — tailored to a company’s brand voice, tone, and guidelines with a few clicks
Salesforce is delivering a future where human and digital agents join forces to improve the customer experience
Kishan Chetan, General Manager, Service Cloud
Source: Salesforce
