Salesforce has launched its first fully autonomous artificial intelligence (AI) agent.

As a result, the new tool, named the Einstein Service Agent, aims to replace traditional chatbots by comprehending and addressing a wide array of service issues without reliance on preprogrammed scenarios.

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Einstein Service Agent is available 24/7 to communicate with customers in natural language across messaging channels and tailored to a brand’s voice, the company revealed.

Powered by the Data Cloud, the agent ensures accurate interactions with customers and transitions inquiries to human agents when issues exceed its capabilities, fostering collaboration between digital and humans.

It also supports multi-channel and multi-modal communication, available 24/7 across self-service portals and messaging platforms like WhatsApp, Apple Messages, Facebook Messenger, and SMS. Customers can easily convey complex issues through images, video, audio and text inputs.

Salesforce, Service Cloud General Manager, Kishan Chetan, said: “Salesforce is delivering a future where human and digital agents join forces to improve the customer experience.

“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.”