{"id":79485,"date":"2024-07-17T05:00:00","date_gmt":"2024-07-17T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=79485"},"modified":"2025-03-27T11:40:52","modified_gmt":"2025-03-27T18:40:52","slug":"einstein-service-agent-announcement","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/einstein-service-agent-announcement\/","title":{"rendered":"Meet Einstein Service Agent: Salesforce&#8217;s Autonomous AI Agent to Revolutionize Chatbot Experiences"},"content":{"rendered":"\n<p><em>Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go <\/em><a href=\"https:\/\/www.salesforce.com\/platform\/\"><em>here<\/em><\/a><em>.<\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p class=\"has-text-align-center\"><em>Resolve cases more quickly and accurately through an intelligent, conversational interface that mirrors natural language, grounded in trusted customer and business data<\/em><\/p>\n\n\n\n<p class=\"has-text-align-center\"><em>Deploy in minutes with out-of-the-box templates, Salesforce components, and an LLM to engage customers autonomously across any channel 24\/7<\/em><\/p>\n\n\n\n<p class=\"has-text-align-center\"><em>Set clear privacy and security guardrails for trusted responses and easily escalate complex, high-touch cases to human agents<\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p><em>Editor\u2019s Note: Einstein Service Agent is now Agentforce Service Agent<\/em>.<\/p>\n\n\n\n<p>Salesforce today announced Einstein <a href=\"https:\/\/www.salesforce.com\/agentforce\/what-are-ai-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">Service Agent<\/a>, Salesforce\u2019s first fully autonomous AI agent. Einstein Service Agent makes conventional chatbots obsolete with its ability to understand and take action on a broad range of service issues without preprogrammed scenarios, helping make customer service far more efficient.&nbsp;<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n <script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/Fnz3hEFnwQJcF4TPvLBC6y.jpg\"  data-uuid=\"Fnz3hEFnwQJcF4TPvLBC6y\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"281\"\/>\n<\/div><\/figure>\n\n\n\n<p>Unlike traditional <a href=\"https:\/\/www.salesforce.com\/service\/customer-service-chatbot\/what-is-a-chatbot\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">chatbots<\/a> \u2014 which can only handle specific queries that have been explicitly programmed into their system and don&#8217;t understand context or nuance \u2014 Einstein Service Agent is intelligent and dynamic. Built on the <a href=\"https:\/\/www.salesforce.com\/platform\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein 1 Platform<\/a>, Einstein Service Agent interacts with large language models (LLMs) by analyzing the full context of the customer\u2019s message and then autonomously determining the next actions to take. It uses <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-is-generative-ai\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">generative AI<\/a> to create conversational responses \u2014 grounding its responses in a company\u2019s trusted business data, including Salesforce CRM data \u2014 tailored to a company\u2019s brand voice, tone, and guidelines with a few clicks. For service organizations, this means they can offload a large number of tedious inquiries that bog down their productivity so they can focus on tasks that require a human touch. For customers, this means they get the answers they need much faster because they no longer need to wait for human agents.<\/p>\n\n\n\n<p>Einstein Service Agent is standing ready 24\/7 to communicate with customers in natural language, respond across <a href=\"https:\/\/www.salesforce.com\/service\/customer-self-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">self-service portals<\/a> and messaging channels, and perform tasks proactively while operating within clear guardrails that companies can define using the Einstein 1 Platform. And when more complicated, high-touch issues arise, requiring escalation to a human worker based on the parameters set by the company, Einstein Service Agent performs the handoff quickly and easily.&nbsp;<\/p>\n\n\n\n<p>Currently in pilot and generally available later this year, Einstein Service Agent can be set up in minutes with user-friendly interfaces, pre-built templates, and low-code actions and workflows.&nbsp;<\/p>\n\n\n\n<p>&#8220;Salesforce is delivering a future where human and digital agents join forces to improve the customer experience,&#8221; said Service Cloud General Manager Kishan Chetan. &#8220;Einstein Service Agent, our first fully <a href=\"https:\/\/www.salesforce.com\/agentforce\/what-are-ai-agents\/\">autonomous AI agent<\/a>, 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.&#8221;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Salesforce is delivering a future where human and digital agents join forces to improve the customer experience.<\/p>\n<cite>Kishan Chetan, General Manager, Service Cloud <\/cite><\/blockquote>\n\n\n\n<p><strong>Why it matters:<\/strong> Studies show most companies use chatbots today, but <a href=\"https:\/\/www.fastcompany.com\/91115626\/ai-chatbots-vs-humans-customer-service-tasks-survey-ratings\" target=\"_blank\" rel=\"noreferrer noopener\">81% of customers<\/a> would rather wait to speak to a live agent because the current generation of chatbots aren\u2019t meeting their expectations and the experience can be frustrating. Yet, <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/documents\/research\/State-of-the-Connected-Customer.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">61% of customers<\/a> say they&#8217;d rather use self-service to resolve simple issues, underscoring an opportunity and need to deliver more intelligent, autonomous agents powered by generative AI.&nbsp;<\/p>\n\n\n\n<div class=\"wp-block-group alignwide cluster-content has-vivid-purple-background-color has-generic-gradient-background has-background\" style=\"background-color:#004169\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<h2 class=\"wp-block-heading has-white-color has-text-color\" id=\"h-agentforce-is-here\">Agentforce is here.<\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<figure class=\"wp-block-image size-large prevent-download\"><a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2024\/12\/17\/agentforce-2-0-announcement\/\"><img loading=\"lazy\" decoding=\"async\" height=\"576\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Introducing-Agentforce-2.0_-Limitless-Digital-Labor-for-Every-Organization.png?w=1024\" alt=\"Agentforce 2.0 Announcement\" class=\"wp-image-83985\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Introducing-Agentforce-2.0_-Limitless-Digital-Labor-for-Every-Organization.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Introducing-Agentforce-2.0_-Limitless-Digital-Labor-for-Every-Organization.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Introducing-Agentforce-2.0_-Limitless-Digital-Labor-for-Every-Organization.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Introducing-Agentforce-2.0_-Limitless-Digital-Labor-for-Every-Organization.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Introducing-Agentforce-2.0_-Limitless-Digital-Labor-for-Every-Organization.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Introducing-Agentforce-2.0_-Limitless-Digital-Labor-for-Every-Organization.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Introducing-Agentforce-2.0_-Limitless-Digital-Labor-for-Every-Organization.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Introducing-Agentforce-2.0_-Limitless-Digital-Labor-for-Every-Organization.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Introducing-Agentforce-2.0_-Limitless-Digital-Labor-for-Every-Organization.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Introducing-Agentforce-2.0_-Limitless-Digital-Labor-for-Every-Organization.png?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<div class=\"wp-block-group feature-card is-vertical is-layout-flex wp-container-core-group-is-layout-8cf370e7 wp-block-group-is-layout-flex\">\n<h3 class=\"wp-block-heading has-white-color has-text-color\" id=\"h-introducing-agentforce-2-0-the-digital-labor-platform-for-building-a-limitless-workforce\"><a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2024\/12\/17\/agentforce-2-0-announcement\/\" target=\"_blank\" rel=\"noreferrer noopener\">Introducing Agentforce 2.0: The Digital Labor Platform for Building a Limitless Workforce<br><\/a><\/h3>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\">\n<div class=\"wp-block-group secondary-card is-content-justification-left is-nowrap is-layout-flex wp-container-core-group-is-layout-f56a869c wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image size-large prevent-download\"><a href=\"https:\/\/www.salesforce.com\/news\/stories\/reasoning-engine-for-ai-agents\/\"><img loading=\"lazy\" decoding=\"async\" height=\"576\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/How-an-Advanced-Reasoning-Engine-Is-Powering-the-Next-Generation-of-AI-Agents-1-1.png?w=1024\" alt=\"\" class=\"wp-image-84041\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/How-an-Advanced-Reasoning-Engine-Is-Powering-the-Next-Generation-of-AI-Agents-1-1.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/How-an-Advanced-Reasoning-Engine-Is-Powering-the-Next-Generation-of-AI-Agents-1-1.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/How-an-Advanced-Reasoning-Engine-Is-Powering-the-Next-Generation-of-AI-Agents-1-1.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/How-an-Advanced-Reasoning-Engine-Is-Powering-the-Next-Generation-of-AI-Agents-1-1.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/How-an-Advanced-Reasoning-Engine-Is-Powering-the-Next-Generation-of-AI-Agents-1-1.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/How-an-Advanced-Reasoning-Engine-Is-Powering-the-Next-Generation-of-AI-Agents-1-1.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/How-an-Advanced-Reasoning-Engine-Is-Powering-the-Next-Generation-of-AI-Agents-1-1.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/How-an-Advanced-Reasoning-Engine-Is-Powering-the-Next-Generation-of-AI-Agents-1-1.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/How-an-Advanced-Reasoning-Engine-Is-Powering-the-Next-Generation-of-AI-Agents-1-1.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/How-an-Advanced-Reasoning-Engine-Is-Powering-the-Next-Generation-of-AI-Agents-1-1.png?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<h4 class=\"wp-block-heading has-white-color has-text-color\" id=\"h-how-an-advanced-reasoning-engine-is-powering-the-next-generation-of-ai-agents\"><a href=\"https:\/\/www.salesforce.com\/news\/stories\/reasoning-engine-for-ai-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">How an Advanced Reasoning Engine Is Powering the Next Generation of AI Agents<\/a><\/h4>\n<\/div>\n\n\n\n<div class=\"wp-block-group secondary-card is-content-justification-left is-nowrap is-layout-flex wp-container-core-group-is-layout-f56a869c wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image size-large is-resized prevent-download\"><a href=\"https:\/\/podcasts.apple.com\/us\/podcast\/marc-benioff-weighs-in-on-the-ai-powered-future\/id1501891506?i=1000680670461\"><img loading=\"lazy\" decoding=\"async\" height=\"576\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Podcast_-Marc-Benioff-Weighs-In-On-The-AI-Powered-Future.png?w=1024\" alt=\"\" class=\"wp-image-84044\" style=\"width:104px;height:auto\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Podcast_-Marc-Benioff-Weighs-In-On-The-AI-Powered-Future.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Podcast_-Marc-Benioff-Weighs-In-On-The-AI-Powered-Future.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Podcast_-Marc-Benioff-Weighs-In-On-The-AI-Powered-Future.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Podcast_-Marc-Benioff-Weighs-In-On-The-AI-Powered-Future.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Podcast_-Marc-Benioff-Weighs-In-On-The-AI-Powered-Future.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Podcast_-Marc-Benioff-Weighs-In-On-The-AI-Powered-Future.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Podcast_-Marc-Benioff-Weighs-In-On-The-AI-Powered-Future.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Podcast_-Marc-Benioff-Weighs-In-On-The-AI-Powered-Future.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Podcast_-Marc-Benioff-Weighs-In-On-The-AI-Powered-Future.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Podcast_-Marc-Benioff-Weighs-In-On-The-AI-Powered-Future.png?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<h4 class=\"wp-block-heading has-white-color has-text-color\" id=\"h-marc-benioff-weighs-in-on-the-ai-powered-future\"><a href=\"https:\/\/podcasts.apple.com\/us\/podcast\/marc-benioff-weighs-in-on-the-ai-powered-future\/id1501891506?i=1000680670461\" target=\"_blank\" rel=\"noreferrer noopener\">Marc Benioff Weighs In On The AI-Powered Future<\/a><\/h4>\n<\/div>\n\n\n\n<div class=\"wp-block-group secondary-card is-content-justification-left is-nowrap is-layout-flex wp-container-core-group-is-layout-f56a869c wp-block-group-is-layout-flex\">\n<figure class=\"wp-block-image size-large prevent-download\"><a href=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-boosts-customer-experience-sales\/\"><img loading=\"lazy\" decoding=\"async\" height=\"576\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Salesforce-Customers-Turn-AI-Hype-into-Reality-with-Agentforce.png?w=1024\" alt=\"\" class=\"wp-image-83742\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Salesforce-Customers-Turn-AI-Hype-into-Reality-with-Agentforce.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Salesforce-Customers-Turn-AI-Hype-into-Reality-with-Agentforce.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Salesforce-Customers-Turn-AI-Hype-into-Reality-with-Agentforce.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Salesforce-Customers-Turn-AI-Hype-into-Reality-with-Agentforce.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Salesforce-Customers-Turn-AI-Hype-into-Reality-with-Agentforce.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Salesforce-Customers-Turn-AI-Hype-into-Reality-with-Agentforce.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Salesforce-Customers-Turn-AI-Hype-into-Reality-with-Agentforce.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Salesforce-Customers-Turn-AI-Hype-into-Reality-with-Agentforce.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Salesforce-Customers-Turn-AI-Hype-into-Reality-with-Agentforce.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/12\/Salesforce-Customers-Turn-AI-Hype-into-Reality-with-Agentforce.png?w=343&amp;h=193 343w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n\n\n\n<h4 class=\"wp-block-heading has-white-color has-text-color\" id=\"h-how-agentforce-is-redefining-productivity-and-customer-experience-in-the-ai-era\"><a href=\"https:\/\/www.salesforce.com\/news\/stories\/agentforce-boosts-customer-experience-sales\/\" target=\"_blank\" rel=\"noreferrer noopener\">How Agentforce Is Redefining Productivity and Customer Experience in the AI Era<br><\/a><\/h4>\n<\/div>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n<p><strong>Dive deeper:&nbsp;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Sophisticated reasoning and natural responses: <\/strong>Einstein <a href=\"https:\/\/www.salesforce.com\/service\/ai\/\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service <\/a><a href=\"https:\/\/www.salesforce.com\/service\/cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agent<\/a> has fluid, intelligent conversations with customers. It uses its reasoning engine to interpret and process information to provide answers and solve problems for customers. The advanced reasoning engine interacts with LLMs by analyzing the full context of the customer\u2019s input to understand their intent, drawing logical inferences from the data, and connecting various pieces of information to determine the right set of actions to take. Einstein Service Agent executes those actions and uses generative AI to create responses that align with a company\u2019s brand voice, tone, and guidelines.\n<ul class=\"wp-block-list\">\n<li>For example, if a customer reaches out to an online shoe store to return a recent purchase, Einstein Service Agent, powered by Salesforce <a href=\"https:\/\/www.salesforce.com\/data\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Data Cloud<\/a>, has all the customer and business data required to autonomously process a return, such as product details, purchase history, customer preferences,&nbsp; warranty, and inventory information. With that information, Einstein Service Agent can automatically process the return and communicate with the customer from start to finish, even sending a follow-up survey to gauge their satisfaction level.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>24\/7 swift resolutions driven by trusted data:<\/strong> Einstein Service Agent grounds its responses in a company\u2019s trusted business data, including Salesforce <a href=\"https:\/\/www.salesforce.com\/crm\/what-is-crm\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">CRM<\/a> data. Using Data Cloud and <a href=\"https:\/\/www.salesforce.com\/news\/stories\/unified-knowledge-news\/\" target=\"_blank\" rel=\"noreferrer noopener\">Unified Knowledge<\/a>, companies can even integrate data and knowledge from third-party systems, like SharePoint, Confluence, Google Drive, and company websites and files, to help Einstein Service Agent generate accurate responses that are personalized to every customer\u2019s specific needs and preferences.\n<ul class=\"wp-block-list\">\n<li>For example, if a telecommunications customer is looking for a new cell phone, Einstein Service Agent can instantly provide personalized recommendations the way a store associate would using generative AI responses grounded in a wide range of data \u2014 the customer\u2019s purchase history, data usage, web browsing activity, past service interactions, marketing engagement, and the company\u2019s product catalog and inventory.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Built-in guardrails: <\/strong>Einstein Service Agent is built on the Einstein 1 Platform and leverages the <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/trusted-ai\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein Trust Layer<\/a> to perform functions like masking personally identifiable information (PII) and defining clear parameters and guardrails for Einstein Service Agent to follow.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Quick setup:<\/strong> Einstein Service Agent doesn\u2019t require thousands of lengthy structured dialogues for setup. It can be turned on in minutes with its out-of-the-box templates, Salesforce components, and an LLM. Companies can even reuse existing Salesforce objects, like flows, Apex code, and prompts, to equip Einstein Service Agent with skills faster and create custom actions that are specific to their business needs using a low-code builder and natural language instructions to save time and money.&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Cross-channel and multimodal innovation:<\/strong> Einstein Service Agent can assist customers anytime across self-service portals and messaging channels, like WhatsApp, Apple Messages for Business, Facebook Messenger, and SMS. Because Einstein Service Agent understands text, images, video, and audio, customers can send photos when their issue is too difficult to explain in words.\n<ul class=\"wp-block-list\">\n<li>For example, if a manufacturing company runs into a problem with a recent equipment purchase, Einstein Service Agent can look up the product information and automatically send out troubleshooting steps personalized to that user. If that fails, the customer can upload a picture of the error code they are seeing, which Einstein Service Agent can analyze to see if sending a replacement unit would be justified. Similarly, Einstein Service Agent could take the opportunity to\u200c upsell the customer, providing relevant recommendations for more fully featured units.&nbsp;&nbsp;<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--curious-einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tService AI \t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><strong>Improve agent productivity and elevate customer experiences by integrating AI directly into the flow of work.<\/strong><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/service\/ai\/\" target=\"_blank\">\n\t\t\t\t<span>LEARN MORE<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-curious-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-curious-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-curious-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-curious-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-curious-einstein-large@1x.png\"\n\t\talt=\"Illustration of curious-einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Seamless handoffs to human agents: <\/strong>If an inquiry is off topic or falls outside of Einstein Service Agent\u2019s scope, it will easily transfer the conversation to a human agent using Service Cloud. The human agent will have full context of the conversation and can pick up where Einstein Service Agent left off without asking the customer to repeat themselves.\n<ul class=\"wp-block-list\">\n<li>For example, a life insurance company that wants to provide human care to members experiencing a loss can have Einstein Service Agent escalate to a human agent if it detects language or sentiment related to \u201closs\u201d or \u201cdeath.\u201d Or if a loyal customer asks to return a jacket they bought 32 days after purchase, and store policy only allows taking back items in the first 30 days, Einstein Service Agent could suggest a human co-worker make an exception.<\/li>\n<\/ul>\n<\/li>\n<\/ul>\n\n\n\n<p><strong>Customer perspective:<\/strong> \u201cEinstein Service Agent\u2019s speed and accuracy in handling customer inquiries is promising. It understands and responds like a human, adhering to our diverse, country-specific guidelines. I can see it becoming an integral part of our service team, freeing our human agents to tackle higher value issues.\u201d \u2013 George Pokorny, SVP of Global Customer Success, OpenTable<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"92248\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/news\/linked-content\/liv-golf-launches-fan-caddie-powered-by-salesforces-agentforce-360-a-personalized-ai-agent-that-reimagines-the-global-golf-fan-experience\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/IMG_1871.png?w=1024\" class=\"content-card__image\" alt=\"LIV Golf Launches Fan Caddie\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/IMG_1871.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/IMG_1871.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/IMG_1871.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/IMG_1871.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/IMG_1871.png?w=264&amp;h=149 264w, 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class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/linked-content\/liv-golf-launches-fan-caddie-powered-by-salesforces-agentforce-360-a-personalized-ai-agent-that-reimagines-the-global-golf-fan-experience\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tLIV Golf Launches \u2018Fan Caddie\u2019 Powered by Salesforce\u2019s Agentforce 360: A Personalized AI Agent That Reimagines the Global Golf Fan Experience\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"91836\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable 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1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/stories\/google-universal-commerce-protocol-support-announcement\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tSalesforce Announces Support for Google&#8217;s Universal Commerce Protocol to Bring Product Discovery and Checkout into Conversational AI\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t3 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/79485\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-learn-more\"><strong>Learn more:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Watch <a href=\"https:\/\/www.linkedin.com\/events\/theriseofautonomousai-whatservi7211874746349539328\/\" target=\"_blank\" rel=\"noreferrer noopener\">\u201cThe Rise of AI Agents\u201d LinkedIn Live<\/a> on Thursday, July 18, at 11 a.m. PT<\/li>\n\n\n\n<li>See how you can use Service Cloud Einstein to boost productivity and lower costs in this <a href=\"https:\/\/www.salesforce.com\/form\/service-cloud\/service-cloud-einstein-valoir-report\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Valoir Report<\/a><\/li>\n\n\n\n<li>Learn more about <a href=\"https:\/\/www.salesforce.com\/service\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI Service Cloud<\/a><\/li>\n<\/ul>\n\n\n\n<p><em>Any unreleased services or features referenced here are not currently available and may not be delivered on time or at all. Customers should make their purchase decisions based upon features that are currently available.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go here. Resolve cases more quickly and accurately through an intelligent, conversational interface that mirrors natural language, grounded in trusted customer and business data Deploy in minutes with out-of-the-box templates, Salesforce components, and an LLM to engage customers autonomously across any channel [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":79502,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[1],"tags":[],"sf_content_type":[1727],"sf_theme":[1916],"sf_topic":[1737,1726],"sf_product":[19930,1772,2363,1748],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[18851],"sf_visibility":[],"coauthors":[],"class_list":["post-79485","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-news-announcements-product","sf_theme-artificial-intelligence","sf_topic-artificial-intelligence","sf_topic-digital-transformation","sf_product-agentforce","sf_product-agentforce-service","sf_product-customer-360","sf_product-salesforce-platform","sf_location-global","sf_collection-cio-corner"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Meet Einstein Service Agent: Salesforce&#039;s Autonomous AI Agent to Revolutionize Chatbot Experiences - Salesforce<\/title>\n<meta name=\"description\" content=\"Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go here. Resolve cases more quickly and accurately through an\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/news\/stories\/einstein-service-agent-announcement\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Meet Einstein Service Agent: Salesforce&#039;s Autonomous AI Agent to Revolutionize Chatbot Experiences\" \/>\n<meta property=\"og:description\" content=\"Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go here. 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