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Salesforce debuts Einstein Service Agent, a new AI Agent for customer self-service
Salesforce is growing its Einstein platform with an autonomous AI agent technology that will be used initially to support customer self-service.
Shih emphasized that Einstein Service Agent is something that is somewhat different and benefits from all the data and gen AI work that Salesforce has been doing in recent years. With the agent approach, it’s also not just about being able to answer simple questions, but rather about providing the ability to deliver a customer knowledge based response as well as taking action. “Everything seemingly that the company has invested in over the last 25 years has come to light in the last 18 months for us to allow customers to securely take advantage of generative AI in a trusted way,” Shih said.
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