Salesforce is inaugurating a service that builds on the company’s Einstein platform for AI. This new Einstein Service Agent is a generative AI-powered self-service experience for customers.  

It has been designed for end-customers to use, providing a conversational AI interface to answer questions and resolve unlimited issues. The new agent service utilizes an employee-facing foundation, similar to Einstein Copilot, meant for organizational use.

The Einstein Service Agent will go beyond question answer sessions and have the ability to take actions, such as product returns or refunds. The system can handle simple to complex multi-step interactions, using approved company workflows already in Salesforce.

Initially, Einstein Service Agent will be deployed for customer service scenarios, and is expected to expand to other Salesforce clouds in the future.  

“Salesforce is delivering a future where human and digital agents join forces to improve the customer experience,” said Service Cloud General Manager Kishan Chetan. “Einstein Service Agent, our first fully autonomous AI agent, will not just complete service jobs on its own; it will augment how human agents work and completely transform how service teams operate, making them far more efficient and productive. We are reimagining customer service for the AI era.”

Further, the administrative and configuration work for all things related to Einstein AI, including Service Agents, is done in Einstein Studio, by leveraging existing data in Salesforce.