Salesforce Introduces Einstein Service Agent, Its First Autonomous AI Service

Salesforce's Einstein Service Agent display (photo: Salesforce)

JAKARTA - Salesforce announced the Einstein Service Agent, the company's first autonomous AI agent service, which is claimed to be able to understand and take action on various service issues without pre-program scenarios.

Built on the Einstein 1 Platform, the Einstein Service Agent interacts using large language models (LLM) by analyzing the whole context of customer messages and then autonomously determining what action to take next.

Salesforce presents a future where human agents and digital agents work together to improve customer experience," said General Manager of Service Cloud Kishanbulman in a statement on Tuesday, July 30.

Using Generative AI technology, the Einstein Service Agent can work 24/7 to communicate with customers in a natural language, and respond through self-service portals and messaging channels.

In addition, this tool is also able to carry out work proactively while still operating within clear limits that the company can determine using the Einstein 1 Platform.

The Einstein Service Agent, our first fully autonomous AI agent, will not only self-consistently complete its services, the Einstein Service Agent will also improve the workings of human agents and completely change the way the service team operates," added kolan.

The Einstein Service Agent is currently in the trial phase and will be publicly available by the end of this year. The Einstein Service Agent can be prepared in a matter of minutes with user-friendly interfaces, available templates, as well as low-code actions and workflows.