Meet Einstein Service Agent: Salesforce’s Autonomous AI Agent to Revolutionize Chatbot Experiences
Salesforce for Service
Reimagine service and field service for the AI era. CRM + Data + AI + Trust.
Salesforce recently announced Einstein Service Agent , Salesforce’s first fully autonomous AI agent . Einstein Service Agent 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. For service organizations, this means they can offload a large number of tedious inquiries that bog down their productivity so they can focus on tasks that require a human touch. For customers, this means they get the answers they need much faster because they no longer need to wait for human agents.
“Salesforce is delivering a future where human and digital agents join forces to improve the customer experience.” Kishan Chetan , EVP & GM, Service Cloud
Read the news announcement to learn more about Einstein Service Agent.
Dreamforce 2024
Dreamforce 2024 is on the way — September 17-19 in San Francisco and on Salesforce+. Join us for the largest and most trusted AI event in the world , and learn how to transform your company into an AI Enterprise. There will be 85 expert-led sessions focused on service and field service including hands-on workshops, product demos, and much more.
Want to learn more? Check out an exclusive first look at the Service Cloud experience at Dreamforce 2024 on August 21. Hear more about Einstein Service Agent, get a sneak peek of what to expect and hear tips, tricks and recommendations from #Serviceblazer Christina Nava .
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