{"id":319,"date":"2024-07-01T16:45:00","date_gmt":"2024-12-11T16:45:23","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&#038;p=319"},"modified":"2025-01-23T16:36:16","modified_gmt":"2025-01-23T16:36:16","slug":"salesforce-introduceert-autonome-ai-agent-die-chatbot-ervaring-revolutioneert","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/nl\/news\/press-releases\/2024\/07\/01\/salesforce-introduceert-autonome-ai-agent-die-chatbot-ervaring-revolutioneert\/","title":{"rendered":"Salesforce introduceert autonome AI-agent die chatbot-ervaring revolutioneert"},"content":{"rendered":"\n<p>Het wekt soms irritatie op bij consumenten: chatbots, die geen context of nuances begrijpen en alleen specifieke vragen kunnen verwerken die expliciet zijn geprogrammeerd. Volgens onderzoek wacht <a href=\"https:\/\/www.fastcompany.com\/91115626\/ai-chatbots-vs-humans-customer-service-tasks-survey-ratings\">81% van de klanten<\/a> liever om met een menselijke medewerker te spreken. Toch zegt <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/documents\/research\/State-of-the-Connected-Customer.pdf\">61% van de klanten<\/a> dat ze de voorkeur geven aan selfservice om eenvoudige problemen op te lossen. Daaromintroduceert Salesforce <b>Einstein Service Agent, <\/b>de eerste volledig autonome AI-agent van Salesforce die serviceproblemen begrijpt en actie onderneemt zonder vooraf geprogrammeerde scenario&#8217;s.<\/p>\n\n\n\n<p>In tegenstelling tot traditionele chatbots &#8211; die alleen specifieke vragen kunnen behandelen die expliciet in hun systeem zijn geprogrammeerd en geen context of nuance begrijpen &#8211; is Einstein Service Agent intelligent en dynamisch. Einstein Service Agent is gebouwd op het <a href=\"https:\/\/www.salesforce.com\/platform\/\">Einstein 1-platform<\/a> en communiceert met Large Language Models (LLM&#8217;s) door de volledige context van het bericht van de klant te analyseren. Vervolgens worden autonoom de volgende te nemen acties bepaald.Omdat Einstein Service Agent tekst, afbeeldingen, video en audio begrijpt, kunnen klanten bijvoorbeeld foto&#8217;s sturen wanneer hun probleem te moeilijk is om in woorden uit te leggen.<\/p>\n\n\n\n<p>Via generatieve AI worden gespreksreacties gecre\u00eberd, gebaseerd op vertrouwde bedrijfsgegevens van een bedrijf. Einstein Service Agent &#8211; aangestuurd door Salesforce <a href=\"https:\/\/www.salesforce.com\/data\/\">Data Cloud<\/a> \u2013 heeft bijvoorbeeld alle klant- en bedrijfsgegevens die nodig zijn om een retourzending autonoom te verwerken, zoals productdetails, aankoopgeschiedenis, klantvoorkeuren, garantie en voorraadinformatie. Met die informatie kan Einstein Service Agent de retourzending automatisch verwerken en van begin tot eind met de klant communiceren. Met behulp van Data Cloud en Unified Knowledge kunnen bedrijven ook gegevens en kennis integreren van externe systemen, zoals SharePoint, Confluence, Google Drive en bedrijfswebsites en -bestanden. De reacties zijn afgestemd op de merkidentiteit, toon en richtlijnen van een bedrijf.<\/p>\n\n\n\n<p>Einstein Service Agent kan klanten op elk moment helpen via selfserviceportals en berichtenkanalen, zoals WhatsApp, Apple Messages for Business, Facebook Messenger en SMS. Einstein Service Agent wordt beveiligd door de <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/trusted-ai\/\">Einstein Trust Layer<\/a>, waardoor bedrijven duidelijke grenzen kunnen defini\u00ebren waarbinnen moet worden geopereerd. Wanneer er ingewikkeldere problemen ontstaan die escalatie naar een menselijke werknemer vereisen &#8211; op basis van de parameters die door het bedrijf zijn ingesteld &#8211; voert Einstein Service Agent de overdracht snel en naadloos uit.<\/p>\n\n\n\n<p><i>\u201cSalesforce levert een toekomst waarin menselijke en digitale medewerkers hun krachten bundelen om de klantervaring te verbeteren,\u201d<\/i> zegt Jan Verbrugghe, Senior Director Solution Engineering bij Salesforce. <i>\u201cEinstein Service Agent, onze eerste volledig autonome AI-agent, zal niet alleen servicetaken zelfstandig uitvoeren; het zal menselijke werknemers aanvullen en de manier waarop serviceteams werken volledig transformeren, waardoor ze veel effici\u00ebnter en productiever worden.\u201d<\/i><\/p>\n\n\n\n<p>Einstein Service Agent is momenteel in pilot en later dit jaar algemeen beschikbaar. De AI-agent kan binnen enkele minuten worden ingesteld met gebruiksvriendelijke interfaces, vooraf gebouwde sjablonen en low-code acties en workflows.<\/p>\n\n\n\n<p>Bekijk een demo van Einstein Service Agent hier: <a href=\"https:\/\/www.salesforce.com\/news\/stories\/einstein-service-agent-announcement\/\">https:\/\/www.salesforce.com\/news\/stories\/einstein-service-agent-announcement\/<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Het wekt soms irritatie op bij consumenten: chatbots, die geen context of nuances begrijpen en alleen specifieke vragen kunnen verwerken die expliciet zijn geprogrammeerd. Volgens onderzoek wacht 81% van de klanten liever om met een menselijke medewerker te spreken. Toch zegt 61% van de klanten dat ze de voorkeur geven aan selfservice om eenvoudige problemen [&hellip;]<\/p>\n","protected":false},"author":162,"featured_media":557,"template":"","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"sf_content_type":[49],"sf_theme":[57],"sf_topic":[1],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[],"sf_collection":[],"sf_visibility":[],"coauthors":[279],"class_list":["post-319","sf_press_release","type-sf_press_release","status-publish","has-post-thumbnail","hentry","sf_content_type-press-releases-product","sf_theme-artificial-intelligence","sf_topic-agents"],"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>Salesforce introduceert autonome AI-agent die chatbot-ervaring revolutioneert - Salesforce<\/title>\n<meta name=\"robots\" content=\"noindex, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce introduceert autonome AI-agent die chatbot-ervaring revolutioneert\" \/>\n<meta property=\"og:description\" content=\"Het wekt soms irritatie op bij consumenten: chatbots, die geen context of nuances begrijpen en alleen specifieke vragen kunnen verwerken die expliciet zijn geprogrammeerd. 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