Salesforce CEO Marc Benioff has teased the launch of a new AI & automation platform for customer support.
Ahead of September’s Dreamforce event, Benioff took to X to offer a sneak peek of the platform and its customer-facing "Einstein Service Agent".
In the post shared below, the CEO highlights the virtual agent’s essential features and how it will blend digital and human-assisted support for faster case resolution.
Introducing Einstein Service Agent on Salesforce's new Agentforce Platform! Experience intelligent customer support with seamless collaboration between digital & human workers for rapid case resolution.
Seamless transfer & human handoffs across all channels No writing… pic.twitter.com/I163vIjg0w
— Marc Benioff (@Benioff) July 5, 2024
To achieve this blended experience, the virtual agent appears to build off the technology Salesforce rolled up after its 2023 acquisition of Airkit.ai.
Indeed, Airkit offers a low-/no-code bot-building platform that provides businesses with the building blocks to orchestrate AI-driven, conversational experiences.
Customer support teams typically leverage Airkit for service automation use cases. However, the solution allows firms to compose and automate cross-platform processes.
As such, companies may soon design sophisticated bank-end workflows that enable automated customer experiences that leverage the combined power of Salesforce applications.
In doing so, the Einstein Service Agent could play a pivotal role within Salesforce's Einstein 1 vision, which — via Data Cloud — already enables a single cross-functional data ecosystem.
Benioff perhaps suggests this by noting in his post how the virtual agent can act "across service, sales, marketing, and commerce."
The Einstein Service Agent: Airkit.ai on Steroids?
Alongside the core conversational AI, no writing conversational trees, and extensible low-code tools that Salesforce acquired from its Airkit.ai acquisition, the CRM leader has seemingly added much more might to the platform.
The addition of Mulesoft in enabling the insights that trigger cross-platform automations is notable. As is the real-time, harmonized data within Data Cloud, especially from an Einstein 1 perspective.
