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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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Airtel Africa-UNICEF Partnership Connects 1,200 Schools, 1M Africa Children to Digital Education

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Airtel Africa, a leading provider of telecommunications and mobile money services across 14 African countries, has today announced that its five-year partnership with United Nations Children’s Fund (UNICEF), aimed at transforming education across the continent, has connected over 1,500 schools to the internet, trained 17,000 teachers, and reached nearly a million learners with quality digital education resources across 13 African countries.

The partnership was launched in 2021 as part of Airtel Africa’s $57 million commitment to support the development of education and bridge the digital divide for vulnerable children in remote communities in collaboration with African governments.

Since the commencement of the partnership, Airtel Africa has prioritised the accessibility of online learning resources, including zero-rated educational platforms and teacher training, to support equitable learning opportunities for Africa’s children.

Airtel Africa CEO, Sunil Taldar, speaking on the success of the partnership while marking this year’s World’s Children’s Day said: “Our mission is to transform lives, and through our collaboration with UNICEF, we are witnessing the profound impact that connectivity and digital resources can have on Africa’s children and teachers.

For every school we have connected and for each teacher trained on using these digital tools, we are taking tangible steps toward realizing our commitment to bridging the digital divide, advancing educational equality and restating our commitment to the relentless pursuit of a better future for African children on the continent.

According to Mr. Taldar, “by equipping these schools with internet connectivity and training teachers on how to use the digital tools, Airtel Africa and UNICEF are providing Africa’s children, particularly those in underserved and remote regions, with the digital tools and skills they need to thrive in a technology-driven world.

This is why we are celebrating with the children on this special occasion of World Children’s Day, specially dedicated to them and all the effort aimed at securing and improving their future.

The partnership has expanded digital learning to learners in 13 countries since its launch. The countries include Chad, Congo, Democratic Republic of Congo, Gabon, Kenya, Madagascar, Malawi, Niger, Nigeria, Rwanda, Tanzania, Uganda, and Zambia.

 


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Galaxy Backbone, Bauchi State Government Sign Landmark MOU to Enhance Digital Infrastructure and ICT Capacity

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In a significant step towards advancing digital transformation and fostering economic development, Galaxy Backbone (GBB) and the Bauchi State Government have signed a Memorandum of Understanding (MOU) to collaborate on deploying digital infrastructure and ICT-related services across the state.

The signing ceremony, held at the Government House of the Bauchi State Government, was graced by the Managing Director/CEO of Galaxy Backbone, Professor Ibrahim A. Adeyanju, and the Governor of Bauchi State, His Excellency, Senator Bala Abdulkadir Muhammed.

This MOU establishes a collaborative framework between Galaxy Backbone and the Bauchi State Government, leveraging GBB’s world-class data center infrastructures in Abuja and Kano. The partnership is designed to enhance connectivity, build ICT capacity, provide consultancy services, and deliver hosted ICT services to improve governance and service delivery in Bauchi State.

The agreement was formalized by Professor Ibrahim A. Adeyanju and His Excellency, Governor Bala Abdulkadir Muhammed, symbolizing a shared commitment to transforming Bauchi State through ICT. It is expected that through this, it would lead to an enhancement of Bauchi State’s ICT Infrastructure, through GBB’s resources and expertise, deepen training and consultancy services, while, enhancing economic growth to attract investments, create jobs, and drive economic opportunities through improved digital connectivity and service delivery within the state.

Speaking at the event, Professor Ibrahim A. Adeyanju, MD/CEO of Galaxy Backbone, said: “This MOU underscores Galaxy Backbone’s commitment to supporting state governments in building resilient digital infrastructure and services ecosystems. Through this partnership, we aim to deliver cutting-edge ICT services that will drive digital transformation and economic growth in Bauchi State.”

His Excellency, Governor Bala Abdulkadir Muhammed, expressed his optimism for the collaboration, noting: “This partnership with Galaxy Backbone marks a pivotal moment for Bauchi State. By leveraging advanced ICT infrastructure and expertise, we are poised to transform our state into a hub of digital innovation, ensuring efficient governance and improved service delivery for our citizens.”

This collaboration aligns with Galaxy Backbone’s mission to extend its digital infrastructure footprint across Nigeria, providing state governments with the tools they need to thrive in the digital economy.


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Treepz Embarks on Global Expansion Journey with Trade Accelerator Program

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Treepz, a leading corporate mobility startup in sub-Saharan Africa renowned for its safe and convenient transport solutions, has been selected by the World Trade Center for the 2024 Trade Accelerator Program (TAP) in Toronto, Canada.

L-R: John Shaibu, Cofounder & Senior VP, Customer Engagement, Treepz, Johnny Enagwolor, Cofounder & President, Treepz & Onyeka Akumah, Founder & CEO, Treepz

This prestigious opportunity is in line with Treepz’s ongoing global expansion strategy to export its indigenous and innovative mobility solutions to new international markets.

The Trade Accelerator Program (TAP), organized in partnership with the Black Entrepreneurship Alliance, is designed to help high-potential small and medium-sized enterprises (SMEs) strategically scale their operations globally through personalized mentorship series, workshops and an unrivalled network of export advisors and world-class resources.

The program is expected to last for three months, with selected brands, including Treepz, undergoing various networking and mentorship programs.

Since its launch in 2019, Treepz has gathered momentum in the African mobility industry by providing cutting-edge solutions to address the prevalent transportation challenges across Nigeria, Uganda, Ghana and Kenya.

The startup has served over 5 million people with on-demand tech-enabled vehicle rental solutions such as guest transportation, school bus shuttling, and airport transfers, and currently operates in 16 cities across the continent.

Speaking on the program, Onyeka Akumah, Founder & CEO of Treepz, attributed the honours of the invitation to the team’s dedicated effort at Treepz to provide innovative solutions that meet the growing needs of diverse customers.

He noted that “The TAP Tech Toronto program is an invaluable opportunity for Treepz to further showcase new indigenous ideas we have for our customers on a global scale.” said Onyeka Akumah, Founder & CEO of Treepz.

“Additionally, this is a testament to our vision and goal to build a world-class mobility company. It is our time to say we are taking solutions built in Africa to the world. The solutions to transportation needs we’ve built in Africa have a global use case and we are set to take advantage of this opportunity to export African-grown solutions globally”.

“We would like to thank the World Trade Centre in Toronto for believing in our vision and selecting us for this prestigious program.

“We are confident that the experience from this program will be transformative for our startup, and we can’t wait to see where it takes us”, Onyeka added.

Recall that earlier this year, Treepz achieved significant milestones, including winning Best Startup Pitch in Africa at the 2024 African Union Conference in Zambia and becoming the first corporate mobility startup in Africa to complete an international cross-border rental trip.

The company has also secured key partnerships with many corporates to provide close to 10,000 daily employee transportation to companies like KingMakers (owners of BetKings) and Parallex Bank in Nigeria, SamaSource in Kenya, BrighterMonday in Uganda and several schools in Ghana.

This push continues to cement Treepz’s position as a leader in the African mobility landscape with more than 5 million customers served on the continent, reflecting Treepz’s commitment to driving innovative, scalable and indigenous solutions that meet the evolving transportation needs of Africa and beyond.


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