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Salesforce Unveils Einstein Service Agent an Autonomous AI Agent which would Revolutionise Chatbot Experiences

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Salesforce on Friday announced  Salesforce’s 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.

Unlike traditional chatbots — which can only handle specific queries that have been explicitly programmed into their system and don’t understand context or nuance — Einstein Service Agent is intelligent and dynamic. Built on the Einstein 1 Platform, Einstein Service Agent interacts with large language models (LLMs) by analysing the full context of the customer’s message and then autonomously determining the next actions to take.

It uses generative AI to create conversational responses — grounding its responses in a company’s trusted business data, including Salesforce CRM data — tailored to a company’s brand voice, tone, and guidelines with a few clicks. For service organisations, 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.

Einstein Service Agent is standing ready 24/7 to communicate with customers in natural language, respond across self-service portals 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.

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.

“Salesforce is delivering a future where human and digital agents join forces to improve the customer experience,” said Linda Saunders, Head Solution Engineering for Africa. “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.”

Studies show most companies use chatbots today, but 81% of customers would rather wait to speak to a live agent because the current generation of chatbots aren’t meeting their expectations and the experience can be frustrating. Yet, 61% of customers say they’d rather use self-service to resolve simple issues, underscoring an opportunity and need to deliver more intelligent, autonomous agents powered by generative AI.

Einstein Service Agent 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 analysing the full context of the customer’s 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’s brand voice, tone, and guidelines.

Einstein Service Agent grounds its responses in a company’s trusted business data, including Salesforce CRM data. Using Data Cloud and Unified Knowledge, 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 personalised to every customer’s specific needs and preferences.

Einstein Service Agent is built on the Einstein 1 Platform and leverages the Einstein Trust Layer to perform functions like masking personally identifiable information (PII) and defining clear parameters and guardrails for Einstein Service Agent to follow.

Einstein Service Agent doesn’t 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.

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.

If an inquiry is off topic or falls outside of Einstein Service Agent’s 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.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

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100Pay Expands Crypto Adoption with $200K Startup Fund

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100Pay, one of the leading players in the crypto payments industry, has announced a significant step forward in promoting cryptocurrency adoption across Nigeria with the launch of a $200,000 startup fund.

In addition to the funding, the platform also unveiled its new 4,000-square-meter headquarters in Port Harcourt, signaling a major step in its expansion plans across Africa.

The initiative, according to the crypto firm, is designed to support businesses and startups focused on integrating crypto payments into their operations, particularly through 100Pay’s innovative PAY Checkout platform.

The company said in a statement that the $200K fund aims to empower startups driving crypto adoption through PAY checkout, enabling them to access resources and support needed to implement crypto transactions in physical stores, e-commerce platforms, and mobile apps.

Some of the startups that already benefited from the fund include Everest Mobility, a ride-sharing platform; Cloudnotte, an edutech firm dedicated to making education more accessible; and Meedleman, an escrow service designed to protect freelancers and ensure timely payments.

According to 100Pay, its PAY token, which offers users discounted crypto payments, is central to this program, providing businesses with a seamless way to accept digital currencies straight to their local bank accounts.

“With over 20,000 businesses already onboard, we’re focused on making crypto more accessible for Nigerian businesses,” said Brainy Josh, CEO and founder of 100Pay.

“Our $200K startup fund is a key part of that vision, giving businesses the tools and support to attract crypto-savvy customers,” Josh remarked.

Josh revealed that the company’s infrastructure enables payment acceptance in over 20 cryptocurrencies.

He highlighted the platform’s capability for swift conversions from USDT and PAY tokens to Naira, thereby eliminating the need for peer-to-peer transactions.

He also disclosed that 100Pay’s infrastructure is driving HXAfrica, a Security and Exchange Commission-licensed housing exchange. According to him, HXAfrica simplifies real estate investment through tokenization.

The CEO disclosed that it is partnering with Nano Apps, a cross-platform app store, to support app developers within its ecosystem.

“We are also forming strategic partnerships with major tech and retail brands, including LG, Samsung, Hisense, and BRUHM.”

The company is also working with top e-commerce platforms, ride-sharing services, and utility payment apps to integrate its PAY Checkout system.

In terms of expansion, 100Pay is also creating job opportunities, with over 50 new hires and plans to add 1,000 jobs in the next 24 months, the CEO said.

“The company’s Port Harcourt headquarters is home to a growing team of engineers and customer support specialists,” he stated.


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Leverage technology to drive Nigeria’s STI, NOTAP DG urges stakeholders

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Dr Obiageli Amadiobi, Director General of the National Office for Technology Acquisition and Promotion (NOTAP) has admonished stakeholders in the Science, Technology and Innovation (STI) ecosystem to leverage on technology and Intellectual Property Rights (IPR) to drive to foster Nigeria’s STI commercialisation.

Speaking at a press briefing to commemorate the ‘African Day for Technology and Intellectual Property,’ Amadiobi said Technology and Intellectual Property Rights system have long been recognized as the foremost important factor in nation building and wealth creation.

She said, “Ideas and knowledge are increasingly becoming veritable instruments in international trade relations as codified in the Trade Related Aspects of Intellectual Property (TRIPS) under the World Trade Organization (WTO) agreement to which Nigeria has been a signatory since January 1, 1995.”

According to the NOTAP boss, the commemoration demonstrates the great importance which the African nations place on Science, Technology and Innovation as an engine that drives development.


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TECNO Unveils PHANTOM V Flip2 5G – Iconic Aesthetic Meets Innovative AI in a Futuristic Flip Phone

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Innovative technology brand TECNO today unveiled its new AI-enhanced, second-generation flip smartphone, PHANTOM V Flip2 5G. A remarkable fusion of on-trend aesthetic design and powerful technologies, it brings stylish individuals a fun, fashionable and functional flip phone experience that makes everyday iconic.

Bringing pocket-sized ease and elegance to daily life, PHANTOM V Flip2 5G is freshly equipped with TECNO’s brand-new TECNO AI suite of AI functions. The suite features an upgraded Gemini-integrated Ella AI Assistant, AI Artboard, AI Writing and much more.

It also upgrades the flip experience with a stunning infinity pool-inspired ThruPool cover screen, a flagship imaging system, an ultra-flat flagship main screen and a long-lasting 4720mAh Super Battery with 70W Ultra Charge.

“At TECNO, we believe that form and function are both equally important factors in our product design. We’re delighted to be bringing users the new PHANTOM V Flip2 5G, which perfectly highlights both of these elements in a pocket-sized device,” said Jack Guo, General Manager of TECNO. “This stylish new flip phone reflects TECNO’s commitment to delivering futuristic design and technologies that are fun, functional and revolutionary in the lives of our global users.”

TECNO AI is a Masterpiece of Creativity

Despite its tiny size, PHANTOM V Flip2 5G is packed with innovative AI functions that deliver a massive creativity boost to content creators and fashion-forward individuals. TECNO AI is a new suite of AI functions that boost creativity, convenience and fun, helping every user stand out on socials with their creativity unlocked.

Whether scrolling social media, managing work projects, or organizing a party with friends, TECNO AI’s Gemini-integrated Ella AI Assistant is always on hand to help. Ella offers online search capabilities and Smart Q&A to give intelligent answers based on real-time information, responding to questions fluently.

In addition, users can interact more intelligently with over 400 system functions with Ella, from setting wallpapers to switching the system language. PHANTOM V Flip2 5G also features AI Text Summary and face-to-face AI Translation. Meanwhile, AI Writing functions, such as text summary, text generation, proofreading and rewriting capabilities also save users valuable time.

Combining the limitless human imagination with the power of AI for mind-blowing results, TECNO AI’s creative tools allow users new ways to express themselves. With AI Artboard and AI WallPaper, anyone can create an artistic masterpiece, as AI turns users’ simple scribbled sketches into incredible works of art, while Magic AI Eraser allows users to rescue their photos by removing clutter or passersby, and One Click Cutout lets users automatically recognizes and extract subjects with a long press, enabling quick and effortless image sharing.

Picture-Perfect ThruPool Cover Screen

An icon of sleek and flowing design, PHANTOM V Flip2 5G’s ThruPool Cover Screen is a stylish creation inspired by infinity pools. The cover features a 3.64” screen that is perfectly integrated with the slightly curved main body, while the suspended camera lens is immersed in the pixels that beautifully flow across the display.

PHANTOM V Flip2 5G reimagines everyday uses of the cover screen, supporting over 2000 apps to make life easy for users who often won’t even need to open up the main screen. The screen is majorly upgraded compared to its predecessor and is both visually stunning and supremely functional. The screen is larger and more regular in shape to make it natural to use, while its 413PPI display is delicate and dynamic.

While the device’s main screen offers an immersive flagship candy bar phone experience, the cover screen features a new design to make it more even functional without the need for card-style screen operations. Unlike traditional card-style design, PHANTOM V Flip2 5G’s desktop application centre allows users to complete more operations on the external screen without inefficient sliding.

Users can set up shortcut icons for instant access to useful features like step count and weather. The screen also supports a full keyboard display for easy dialling and typing, including quick replies.

Users can also bring more character to their smartphone interactions with customizable displays and adorable interactive pets. The cover screen can be personalized with a range of styles, from magazine to graffiti or contrast. There are also five new animal additions to Outer Screen Cute Pet 2.0, bringing even more cuteness to the display.

Users can stroke their pet to engage in cute interactions. For game lovers, the screen offers a host of mini-games such as Cute Pet Jump, 2048 Landmark Edition, Cute Pet Elimination Music, Sudoku, and more, so users can have fun without even opening the main screen.

Flagship Imaging Elevated by FreeCam

Despite being perfectly pocket-sized, PHANTOM V Flip2 5G delivers a flagship candy bar smartphone-level camera system, with a 50MP main camera, 50MP ultra-wide-angle camera, and front 32MP camera. At the same time, its flip form unfolds new shooting perspectives.

The powerful rear cameras offer amazing optical grade lossless zoom results, with 2x extended focal length and 2x-10x zoom meaning image quality is maintained even when zoomed in. For photos of friends or unforgettable party moments in low light, a 1/1.57” large main camera sensor and 1µm pixel produce clear, detailed photos with improved clarity, brightness, and tone. The main camera also supports 1080p@60fps Ultra HD video stabilizer for clear, stable videos, even on the move.

The 32MP shining selfie front camera is ideal for capturing super selfies or shooting exciting vlogs, with advanced phase detection autofocus (PDAF) with more accurate human eye autofocus that achieves finer feature recognition.

Equipped with a front flash and physical-level fill light, it also solves the problem of no light source for selfies in low-light environments, making selfies clearer, brighter and more realistic.

With its foldable design, PHANTOM V Flip2 5G flips standard shooting on its head for a more creative imaging experience. Capable of hovering at any angle from 30-150°, users can explore new perspectives with FreeCam shooting.

FreeCam Selfie, FreeCam Group Selfie and FreeCam Video all let users make the most of the folding design to capture exciting hands-free shots. Hovering the phone also lets users shoot incredible FreeCam Timelapse and FreeCam Long Exposure shots without the need for a tripod.

Besides FreeCam, the foldable dual-screen design allows even more unexpected shooting methods. With Ultra Selfie, users can shoot highly detailed, ultra wide-angle selfies without unfolding the device, using the device’s flagship-level rear cameras.

With Cover Screen Preview, the shooting screen is displayed on both the main screen and the cover screen so the subject of the shot knows exactly how the shot will look in real-time. Or with Retro DV Mode, users can feel the classic video camera vibes with the device hovered, creating atmospheric shots with built-in templates and filters.

Ultra-flat Flagship 120Hz Main Screen

As well as its iconic ThruPool cover screen, PHANTOM V Flip2 5G also features an immaculate ultra-flat 6.9” flagship main screen to bring users an immersive viewing experience. The 120Hz LTPO self-adaptive refresh rate display offers seamless and dynamic screen interactions.

The AMOLED FHD+ display with 100% P3 colour gamut delivers a rich viewing experience, while 2160Hz high-level PWM dimming controls brightness to reduce the impact of usage on the eyes.

Even with regular folding and unfolding, the main screen’s crease line is kept to a minimum thanks, in part, to the device’s double helix star track water drop hinge. Constructed using aerospace-grade superstrength steel, the hinge ensures a tight fit when opened and closed, while providing a lifetime of at least 400,000 normal-temperature folds, 150,000 high-temperature folds and 100,000 low-temperature folds.

The main screen and strong hinge also enable FreeForm hovering. With the device at any angle, from 30-150°, users can hover the device and use the device in new ways. FreeForm supports a wide range of apps, including system applications like Camera and Visha Player, as well as popular third-party apps such as YouTube, WhatsApp, Netflix, Disney+, Zoom, Google Meet, and Messenger.

Fast Charge, Big Battery

PHANTOM V Flip2 5G lets users chill all day without worrying about charging, boasting one of the largest battery capacity and fastest charging speeds in its category. A powerful 4720mAh Super Battery makes it a reliable companion for all-day activities.

Meanwhile, 70W Ultra Charge achieves 50% charge in just 15 minutes and a full charge in 43 minutes. This combination of a large battery capacity and rapid charging technology guarantees uninterrupted usage and superior convenience, making PHANTOM V Flip2 5G the perfect flip companion for hours and hours on the go.

Combining an iconic aesthetic and innovative AI, TECNO’s new PHANTOM V Flip2 5G is a futuristic flip phone that brings forward-thinking individuals an amazing creative boost. Through advanced technologies and eye-catching design, it promises to take every day experiences to a new level of pocket-sized style and fun.
For more information, please visit TECNO’s Facebook, Instagram, and X social media channels.


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