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.
Telecoms giant, MTN Nigeria, has announced the disbursement of over ₦290 million to more than 1,500 winners in its ongoing Mega Billion Promo.
L-R: Deji Roberts, Assistant Director, Nigerian Communications Commission, Lagos Zonal Office; Ugonwa Nwoye, Chief Customer Relations and Experience Officer, MTN Nigeria; Femi Yusuf, 10 Million MTN Mega Billion Promo Jackpot Winner; Efe Kwado, MTN Mega Billion Promo Winner; Onyinye Ikenna-Emeka, Chief Marketing Officer, MTN Nigeria and Samuel Rowland, Chief Operations Officer, Lagos State Lotteries and Gaming Authority at the MTN Mega Billion Promo Media Parley held on Saturday, July 19, 2025 at the MTN Rooftop Events Centre Plaza, Ikoyi.
The update was shared during a live event held on July 19 at the company’s Rooftop Events Centre in Lagos. Representatives from the Nigerian Communications Commission (NCC), the Lagos State Lotteries and Gaming Authority, MTN executives, journalists and selected promo winners were in attendance.
Speaking at the event, Onyinye Ikenna-Emeka, MTN’s Chief Marketing Officer, stated that the initiative was launched to support loyal customers during difficult times. “In the last couple of years, it’s been a tough time for the average Nigerian. This promo is one of our ways of making life better for our customers,” she said.
Ikenna-Emeka revealed that the promo has produced over 1,500 winners, including three jackpot winners, 20 winners of ₦5 million each, and more than 100 winners of ₦100,000. She added that the company remains committed to rewarding customers transparently.
One of the jackpot winners, Femi Yusuf, who won ₦10 million, shared his excitement. “I thought it was one of those promos where nothing comes out of it. My wife was the one who spotted my number during the live draw,” he said. When asked about the delivery of his prize, he replied, “Fast and fast. MTN, no scam.”
The event also featured live calls to new winners, including a woman identified as Motunrayo, who won ₦2 million. She expressed joy over the unexpected win, saying, “I’m so grateful. Thanks so much.”
Debo Agun, Senior Manager, Consumer Segment (Mass Market), explained the mechanics of the promo. He said participation is free and open to MTN subscribers who dial *900# to opt in. Airtime purchases serve as entries—₦100 worth of airtime equals one entry, and customers can win multiple times.
Agun stated that 63 winners are selected daily from Monday to Friday, while Saturdays feature 104 winners, including a ₦10 million jackpot. Other prizes range from ₦25,000 to ₦2 million and are paid into customers’ MoMo wallets. Those without wallets can create one by dialing *671#.
Promo draws are conducted and streamed live on MTN’s Instagram, YouTube, and Facebook channels. Independent partners oversee the process to maintain credibility and fairness.
The promo began on June 23 and runs for 90 days.
Telecoms giant MTN Group has partnered with MTV Base to launch the Room of Safety campaign, a youth-led movement aimed at raising awareness on internet safety and digital wellbeing for children and young people across Africa.
The initiative, a major part of MTN’s Help Children Be Children campaign, seeks to address growing concerns around cyberbullying, grooming, misinformation, and other forms of online harm. Through this collaboration, MTN will leverage MTV Base’s extensive reach across youth audiences to drive impactful change.
Central to the campaign is the premiere of a 10-part short-form docu-series titled Room of Safety, which kicks off on July 20, 2025, at 16:00 on MTV Base (DStv channel 322). Episodes will also stream on MTV Base South’s digital platforms including Instagram, YouTube, and TikTok.
Each episode will feature real-life stories, expert interviews, and practical resources to help young viewers identify digital threats and take proactive steps. The series also encourages youth to speak up about negative experiences online and shows them how to report abuse.
A statement from MTN Group emphasized the importance of equipping young Africans with the knowledge and confidence to navigate digital spaces safely, adding that the campaign aims to normalize conversations around digital ethics and mental health within families, schools and peer groups.
The launch is backed by social media engagement and outreach activities targeted at schools, creators, and community organizations across multiple African countries.
MENXTT Technology NG has introduced a fresh lineup of USA-specification smartphones alongside its existing range of laptops, accessories, and software tools in a major move to redefine tech quality and customer satisfaction in Nigeria.
The firm, which operates as a fully online IT service provider, is focused on bridging the gap between businesses and customers by offering seamless tech procurement, deployment, and after-sales support.
According to Anthony Emeka Nwosu, Director of Communication and Customer Retention, the company is committed to restoring consumer trust in tech purchases through guaranteed quality, extended warranties, and structured support.
Nwosu stated that the decision to supply USA-grade devices was borne out of frustration with substandard options in the market and zero accountability.
He said MENXTT was built to be responsive, dependable, and quality-driven, assuring customers that they would not be left alone after purchase.
With services covering laptops, accessories, website development, software deployment, and IT support, MENXTT promises to take technology directly to the client with less stress.
The company, located at 8a Oje Imeviani Street, Julie Estate, Oregun, Ikeja, Lagos, is also noted for its tech-enabled structure that allows users to access solutions from anywhere in Nigeria through its online platform.
Customers can reach MENXTT Technology NG via email: info@menxtt.com.ng or website: menxtt.ng.
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