Agentforce Service Agent

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SKU: agentforce-service-agent
Agentforce Service Agent, formerly known as Einstein Service Agent, is Salesforce's fully autonomous AI agent designed to revolutionize customer service interactions. Built on the Einstein 1 Platform, it leverages large language models (LLMs) to comprehend and act upon a broad spectrum of service issues without the need for preprogrammed scenarios. This capability enables businesses to provide efficient, 24/7 customer support across various channels, including self-service portals and messaging platforms. Agentforce Service Agent ensures data privacy and security through the Einstein Trust Layer, allowing companies to set clear parameters and seamlessly escalate complex cases to human agents when necessary.
autonomous AI agent customer service automation large language models data privacy Salesforce
Providing autonomous, 24/7 customer support across multiple channels.
Understanding and resolving a wide range of service issues without preprogrammed scenarios.
Enhancing customer satisfaction by reducing response times and improving issue resolution rates.
Ensuring data privacy and security in AI-driven customer service interactions.
Seamlessly escalating complex cases to human agents when necessary.
Agentforce Service Agent operates as Salesforce's first fully autonomous AI agent capable of independently resolving customer service issues without preprogrammed scenarios. It utilizes generative AI grounded in company-specific CRM data and external sources (via Data Cloud) to analyze multimodal inputs (text/images/video/audio), determine context-aware actions through its Atlas Reasoning Engine, and execute workflows via flows/Apex/MuleSoft APIs. While it autonomously handles routine inquiries across 24/7 channels like WhatsApp and SMS, human escalation triggers exist for complex cases through predefined guardrails in Einstein Trust Layer.
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