Dhanik Sahni in CRM News 2 months ago

Enhancing Chatbot Experiences with Salesforce’s New Einstein Service Agent

Salesforce has announced Einstein Service Agent, its first fully autonomous AI agent. Einstein Service Agent can understand and respond to a wide range of service issues without using pre-programmed scenarios, rendering traditional chatbots obsolete, and assisting in making customer service far more efficient.

Traditional chatbots can only handle specific queries that are programmed into the system. It cannot understand context or nuance. Einstein Service Agent is intelligent and dynamic. It can interact with large language models (LLMs) by analyzing the entire context of the customer’s message and autonomously determining the next steps to take.

Einstein Service Agent is built on Einstein 1 Platform and It employs generative AI to generate conversational responses. It usage company’s trusted business data, including Salesforce CRM data to generate responses.

How will it benefit business?

As Einstein Service Agent can handle all conversations using its LLM capabilities, service organizations can offload human agents from such work. They can work on tasks that require human interaction. Customers will benefit as they will no longer have to wait for human agents to respond.

For example, if a customer contacts an online shoe store to return a recent purchase. Einstein Service Agent collects all of the necessary customer and business data to process the return autonomously, including product details, purchase history, customer preferences, warranty, and inventory information. With that information, Einstein Service Agent can automatically process the return and communicate with the customer from beginning to end. It can also send follow-up survey to assess their satisfaction.

Chat Bot (Image Source – FreePik.com)

Einstein Service Agent is available 24 hours a day, seven days a week to communicate with customers in natural language. It can respond via self-service portals and messaging channels. It can perform tasks proactively while adhering to clear guidelines defined by companies using the Einstein 1 Platform. For example, if a customer is looking for a new cell phone, Einstein Service Agent can provide personalized recommendations in real time. It can recommend to customer just like a store associate. It can generate AI responses based on a variety of data. including the customer’s purchase history, data usage, web browsing activity, previous service interactions, marketing engagement, and the company’s product catalog and inventory.

How Einstein Service Agent built?

Einstein Service Agent is built on the Einstein 1 Platform and uses the Einstein Trust Layer to perform tasks such as masking personally identifiable information (PII) and establishing clear parameters and guardrails for Einstein Service Agent to follow.

How to Setup and Develop Einstein Service Agent ?

We can turn on Einstein Service Agent in a minute in a Salesforce Org. It provides lot of out-of-the-box templates, Salesforce components. Business can use these prebuilt template to start with Einstein Service Agent. Business can also use flows, Apex code, and prompts, to strengthen Einstein Service Agent. These skills can create custom actions that are specific to their business needs.

Which channel can Einstein Service Agent Support?

Einstein Service Agents can assist customers at any time via self-service portals and messaging channels such as WhatsApp, Apple Messages for Business, Facebook Messenger, and SMS. Because Einstein Service Agent understands text, images, video, and audio, customers can send photos when their problem is too difficult to explain verbally. Based on images and history data it can resolve issues faster.

If an inquiry is off-topic or outside of Einstein Service Agent’s scope, the conversation will be easily transferred to a human agent via Service Cloud. The human agent will have the full context of the conversation and can continue where Einstein Service Agent left off without asking the customer to repeat themselves.

When Einstein Service Agent Support available?

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

References

Meet Einstein Service Agent: Salesforce’s Autonomous AI Agent to Revolutionize Chatbot Experiences