Telecom
Salesforce Unveils Einstein Service Agent an Autonomous AI Agent which would Revolutionise Chatbot Experiences
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.
Telecom
Trump’s Crypto-business: What Does it Portend for American People if he Wins the Election?
Donald Trump is promising to make America the “crypto capital of the planet” if he returns to the White House.
While he runs for president, Trump has launched a new venture to trade cryptocurrencies – promoting them on the same social media accounts that he uses for his campaign.
His two eldest sons, Donald Jr. and Eric, are also posting about their new platform, called World Liberty Financial.
So, too, is his daughter-in-law, Lara Trump, who is married to Eric and also serves as co-chair of the Republican National Committee.
Trump has long melded his political and business interests, promoting his hotels and golf courses in the White House while selling sneakers, Bibles and shares in his social media company during his current campaign.
Now, Trump has launched a new moneymaking venture that could explode in value if he’s elected.
What’s more, presidential power could allow him to push through legislative and regulatory changes long sought by crypto advocates.
“Taking a pro-crypto stance is not necessarily troubling; the troubling aspect is doing it while starting a way to personally benefit from it,” said Jordan Libowitz, a spokesperson for the government watchdog group Citizens for Responsibility and Ethics in Washington.
“The success of this could be very tied to American economic policy,” Libowitz said.
Trump has changed his tune
Cryptocurrencies are forms of digital money that can be traded over the internet without relying on the global banking system.
They are commonly traded on exchanges, which are marketplaces that can be used to buy, sell and trade cryptocurrencies.
Exchanges often charge fees for withdrawals of Bitcoin and other currencies.
World Liberty Financial – linked to Trump – is expected to be a borrowing and lending service similar to recently hacked Dough Finance, an app built by four people listed as World Liberty Financial team members, according to crypto news site CoinDesk.
Many details about World Liberty Financial, including what stake Trump and his family members have in it, are still unknown.
After Lara Trump posted Tuesday on her X account about “our goal at World Liberty”, her husband, Eric Trump, posted online that Lara and his sister, Tiffany, had been hacked.
During his time in the White House, Trump said he was “not a fan” of cryptocurrency and tweeted in 2019: “Unregulated Crypto Assets can facilitate unlawful behaviour, including drug trade and other illegal activity.”
Trump has since, however, changed his tune and taken on a more favourable view of cryptocurrencies.
In May, he announced that his presidential campaign would begin accepting donations in cryptocurrency as part of an effort to build a “crypto army” leading up to Election Day.
The former president also attended a bitcoin conference in Nashville this year, where he promised to make the US the “crypto capital of the planet”.
Influence on monetary policy
If elected again, Trump has talked about exerting more control over monetary policy, suggesting he would press the Federal Reserve to set lower interest rates.
He is also promoting decentralised finance, or “DeFi,” which is a general term for using public blockchain space to disrupt the traditional finance world.
Trump has also talked about subsidising the use of Bitcoin mining in order to increase energy production and has vowed to block the creation of a Federal Reserve-administered Central Bank Digital Currency.
This is a digital form of central bank money that would be available to the public.
Appealing to the crypto voter base
Embracing cryptocurrency could be another way for the Trump campaign to reach younger men, including by engaging with conservative influencers.
Crypto also appeals to Trump allies who are concerned about government influence over global markets and worry generally about the reach of the so-called “deep state”.
Dustin Stockton, a pro-Trump activist turned crypto influencer, said he is supportive of the former president’s endeavours in the crypto space and the upcoming launch of World Liberty Financial.
“The Trump family’s engagement and involvement, and learning what it is that underlies crypto, I think is actually a really positive thing,” he said.
Stockton points to the Biden administration as anti-crypto, citing SEC head Gary Gensler’s pursuit of firms like Coinbase and Binance.
A conflict of interest?
While the White House issued an executive order on digital assets in 2022, no substantive laws have been passed by Congress or written into regulation by the White House.
Stockton said the lack of clarity of written rules by the Biden administration, as well as the SEC’s heavy-handed enforcement on crypto firms through a series of lawsuits, indicates that “there’s no clarity and there’s selective and arbitrary enforcement of regulations”.
“Frankly, I’d like to see all members of government get a better understanding of what this is,” he said.
J.W. Verret, a professor at George Mason University’s law school, said Trump would not be in violation of the law by launching a new project and promoting policies that would benefit it.
“I don’t see any problem with someone, anyone in government who owns assets or who starts a business – in fact, I think it’s hard for someone to regulate a particular type of business unless they work in that business,” he said.
Credit: Euronews except headline
Telecom
Telecoms Workers Threaten Strike over Anti-Labour Practices
Telecommunication workers under the aegis of Private Telecommunications and Communications Senior Staff Association (PTECSSAN) have issued a seven-day indefinite strike notice, effective September 9, to 39 companies including Huawei Technologies Nigeria Limited over what they describe as prevalent precarious working conditions.
PTECSSAN gave the notice in a statement signed by Mr Okonu Abdullahi, its general secretary.
Other companies, it is sued notice to, are Tylium Nigeria Ltd; Specific Tool and Techniques; Safari Group Ltd. among others.
Abdullahi said the strike had become necessary following alleged anti-labour practices including the refusal of the employers to recognise and respect the workers’ constitutional rights to freely associate with the union.
He alleged also that three members of the union were unjustly sacked. He said: “We shall not be suspending the planned indefinite strike action until our demands, which are as follows, are met:
“Immediate reinstatement of the three unjustly sacked workers: Sotola Sunday Kolawole, Ulu Ikechukwu Christopher and Alex Franklin C.”
“Immediate recognition of the fundamental right of the employees to freely associate with the union, “ he said.
According to the general secretary, other demands include immediate recognition of the union as the negotiating body for the employees on workers welfare.
He said also that the union was demanding the immediate remittance of membership dues into its account as earlier provided among others.
“We hope that these companies will utilise the seven-day window of this notice to meet our demands and avert the indefinite strike action,” Abdullahi said
Telecom
Hotspot Network Partners Solarkiosk to Boost Rural Connectivity
Hotspot Network Limited, a leading telecom tower operator has collaborated with Solarkiosk Solutions GmbH, a provider of off-grid solar energy across Africa.
The partnership is expected to to boost energy access and connectivity in rural areas of Nigeria.
The two companies have announced a joint venture to revolutionize the energy and communication infrastructure in underserved regions of the country.
The collaboration aims to deliver innovative technological solutions to increase solar energy availability and enhance internet connectivity in rural Nigeria. Initially, the joint venture will focus on powering Hotspot’s existing telecom tower network with solar energy.
The partnership will also involve deploying Solarkiosk’s E-HUBB technology, which utilizes solar power to provide essential goods and services to off-grid communities.
Thomas Rieger, CEO of Solarkiosk Solutions GmbH, expressed excitement about the partnership, stating, “We are thrilled about this joint venture with Hotspot, uniting two mission-aligned companies with proven track records. This collaboration will combine connectivity and essential services, transforming rural Nigeria and driving economic empowerment in off-grid communities.”
Morenikeji Aniye, CEO of Hotspot Network Limited, added, “This joint venture is the culmination of years of work on sustainable rural ecosystems, integrating ICT and energy access. It aims to enhance income, gender participation, and skills, marking a significant step in improving the socio-economic conditions of rural Nigeria.”
- Broadcasting1 day ago
Nigeria Police Arrest Operator of Pirate Domain Streaming MultiChoice Content
- News2 days ago
NPF-NCCC Arrests Alleged Hacker for Leaking Classified Documents
- E-Financial2 days ago
Tinubu’s Tax Comittee Mulls Hike in VAT by 2.5 Percent
- Telecom1 day ago
Telecoms Workers Threaten Strike over Anti-Labour Practices
- Telecom2 days ago
CADEF Announces Strategic Partnership with Jacob’s Ladder Africa to Launch Green Innovation Hub in Nigeria
- Uncategorized2 days ago
NIPOST Eyes N10Bn Revenue on Business Growth
- E-Financial2 days ago
Rating Agencies Reaffirm Globus Bank National Credit Rating of A-, Stable Outlook
- News2 days ago
FG, Chinese Firm Sign MoU on Electric Bicycles, Renewable Energy