Einstein Service Agent is not just any chatbot. The AI ​​agent understands customer problems and takes action without pre-programmed scenarios.

Salesforce has introduced Einstein Service Agent, a new AI agent designed to autonomously resolve service issues. “Another chatbot?” We hear you thinking, but Einstein Service Agent is not a home and kitchen chatbot. This new system differs from traditional chatbots in that it is not limited to pre-programmed questions and understands context or nuance.

Einstein Service Agent uses the Einstein 1 platform and LLMs to analyze the full context of customer messages and autonomously determine actions. The AI ​​agent can process text, images, video and audio, so customers can, for example, send photos to explain things more clearly.

Tailor-made services

Thanks to the integration with Salesforce Data Cloud, the AI ​​agent has access to customer and company data needed to solve the problem, such as product details, purchase history, customer preferences, warranty and inventory information. Data Cloud and Unified Knowledge enable companies to integrate data and knowledge from external systems. The AI ​​agent’s responses are based on the company’s brand identity and policies.

The AI ​​agent is secured with the Einstein Trust Layer, allowing organizations to set clear operational boundaries. For more complex problems that require human intervention, the AI ​​agent can perform the transfer quickly and seamlessly.

“Einstein Service Agent not only performs service tasks autonomously, but also supports human agents and increases the efficiency and productivity of service teams,” said Jan Verbrugghe, senior director of solution engineering at Salesforce.

The Einstein Service Agent is currently in pilot phase and will be generally available later this year.