Salesforce sees the future of user support in the use of autonomous AI agents. “Einstein” is a chatbot that understands images, text and speech and is designed to communicate independently with customers.
Salesforce has introduced the Einstein Service Agent, its first fully autonomous AI agent for customer service. It enables seamless collaboration between digital and human employees to process service requests quickly and successfully.
Unlike other chatbots that can only handle specific, pre-programmed requests, the Einstein Service Agent can handle a wide range of service issues without predefined scenarios. Its reasoning engine interacts with large language models (LLMs), analyzes the entire context of the customer message, and autonomously determines the next necessary actions. It then uses generative AI in conjunction with company data to compose responses that align with the company’s brand tone and policies.
The Einstein Service Agent can also evaluate images.
(Source: Salesforce)
The Einstein Service Agent understands text, images, video, and audio. For example, customers can send photos if their issue is too complex to describe in words. For more complicated issues that require escalation to agents, the Einstein Service Agent handles the handoff seamlessly, similar to how a live agent engages their direct supervisor. Learn more here:
A new study by Salesforce, which surveyed over 6,000 knowledge workers from companies of various sizes and industries in nine countries worldwide, shows that a large majority have a positive attitude towards such AI assistants. 77 percent of respondents believe that AI will eventually work autonomously. A quarter (26 percent) believe that this will be the case in less than three years, while 41 percent believe that it will take three years or more. Almost half of those surveyed already use AI support: around 43 percent of employees worldwide delegate parts of their work to AI, and among managers the figure is as high as 51 percent.
Source: www.com-magazin.de
