Salesforce previews Einstein-powered service agent [Video]

Rival software providers, Zendesk and ServiceNow, have already introduced similar capabilities.

Credit: Tada Images / Shutterstock

Salesforce has taken the covers off a new Einstein-powered service agent, which it describes as autonomous, meaning the chatbot can take actions without the involvement of a human being.

Einstein is the customer relationship management (CRM) software provider’s AI engine that powers several of its offerings, such as the Einstein 1 platform and the Einstein Copilot.

The new “autonomous” Einstein Service Agent, which is currently in preview and is part of the Service Cloud, can be set up using the Einstein 1 platform, akin to creating a new copilot by choosing which large language model (LLM) to underpin it with, said Ryan Nichols, chief product officer of Salesforce’s Service Cloud.

In order to create an Einstein Service Agent customized for an enterprise, its developers need to access the Einstein 1 platform, start creating a new copilot by giving its specific name and purpose, and …