Next month, Salesforce will again host its annual Dreamforce conference. Ahead of that, here are the first announcements. First, Salesforce is going to further automate and support the work of sales teams with two new AI assistants. The company is targeting the more standard sales and account managers as well as so-called SDRs (sales development representative).
Salesforce is presenting two new autonomous AI agents for sales organizations. The Einstein Sales Development Rep (SDR) Agent and the Einstein Sales Coach Agent. Both are developed on top of the Salesforce Einstein 1 Agentforce platform, which is also new and which we will no doubt hear more about next month. In any case, it looks like organizations will soon have the ability to start developing their own agents for specific purposes as well. The fact that Salesforce itself will also come up with agents makes perfect sense. After all, they know best how to get the most out of such a platform and have an enormous amount of data to train those agents.
Training those agents is done through RAG (retrieval augmented generation). This simply means that the AI model used is provided with factually correct information, so that the agent also arrives at the right decisions and does not start thinking up its own solutions.
Einstein SDR Agent
The Einstein SDR Agent will soon be able to act entirely autonomously on incoming leads by nurturing these prospects. In other words, providing them with valuable information that may fit the prospect’s needs. This is often done by e-mail. A prospect can analyze the questions that come in from a prospect through the chat and find the right factual information to go with it, so that a potential customer gets good information right away. The more the agent knows about the customer the more personal and specific an answer can be. Think for example of an upsell to an existing customer, at that moment there is a lot of information available from the prospect. Or a customer who simply already has an online account and has already viewed certain pages of products.
The Einstein SDR Agent can use Salesforce data, but can also be fed with third-party data.
Einstein Sales Coach Agent
This agent helps sales and account managers become better salespeople. This agent can take the role of an actor to do a role-play with the employee, with the agent playing the potential customer. This can even be performed down to a specific deal level, with the agent coming up with more tips and feedback at the end of the conversation, where there is still room for improvement.
The agent can convert text to speech making it seem like a real conversation. By using RAG, the agent can also come up with responses that are exactly as a customer might also respond. All past deals, customer responses and relevant production information can be used when practicing pitches, negotiations and potential objections.
Tip: Salesforce’s Einstein Service Agent brings customer service into the AI age
Secure and reliable
Of course, these solutions also use the Einstein Trust Layer so that all conversations, data and AI interactions do not flow back into an AI model or are shared with third parties. Furthermore, RAG ensures that agents are always provided with as much information as possible.
Although organizations that use Salesforce and want to deploy these agents can help with that themselves. Through the Einstein 1 Agentforce Platform, organizations can also add data via no-code actions and workflows. For example, consider the possibility of providing best practices on how to sell a particular product. Or by linking to data cloud, so that data from the organization stored with third parties can be used to feed the model, providing it with even more factual information.
Dreamforce
In the middle of next month, Dreamforce will take place in San Francisco. Techzine will attend and report on all the new innovations, including these new agents.