Salesforce, the American company that provides CRM software and applications for sales, service, and marketing, has unveiled two new fully autonomous AI sales agents: Einstein Sales Development Rep (SDR) Agent and Einstein Sales Coach Agent. According to the company, they will be available in October and are built on Salesforce’s Einstein 1 Agentforce Platform. They are claimed to help sales teams accelerate growth.  

Einstein SDR Agent

Einstein SDR Agent autonomously engages with inbound prospects to nurture the pipeline 24/7. Salesforce claims that, unlike the chatbots that can only answer specific programmed questions, Einstein SDR Agent makes decisions and prioritizes actions that align with the desired outcomes and analyzes a prospect’s question to autonomously determine what to do next — whether that’s answering product questions, handling objections, or scheduling a meeting. Each response is trusted, accurate, and personalized because it is grounded in a company’s CRM and harmonized external data using Agentforce’s retrieval augmented generation (RAG) service. Einstein SDR Agent seamlessly transitions leads to sellers and can handle multiple leads simultaneously across channels and in various languages. Sellers can offload time-consuming, top-of-the-funnel activities and focus on connecting with customers. 

Einstein Sales Coach Agent

Einstein Sales Coach Agent, at the same time, is claimed to be coaching sellers by autonomously facilitating role-plays tailored to each deal, providing personalized and objective feedback afterwards. During the role-play, Einstein simulates a buyer, using generative AI to convert text into speech. Einstein uses RAG to emulate how a buyer might respond, grounding every response in relevant information stored in Salesforce — such as information on the deal, account, and previous correspondence with that customer. This means sellers can practice pitching, handling objections, or negotiating before meeting with real customers, Salesforce opined. 

The company noted that since both the sales agents are built on the Einstein 1 Agentforce Platform, they can be quickly set up using no-code actions, workflows, and pre-built templates infused with Salesforce’s proven selling best practices. According to the company, using Salesforce Data Cloud, customers can further enhance generative models by uploading relevant external information, such as existing selling and training documents, leading to more accurate, appropriate, and contextual outputs from the agents. Both agents leverage the Einstein Trust Layer to ensure secure, trusted responses, Salesforce added. 

Dive deeper 

As per the company, Einstein SDR Agent helps sellers maximize their selling time by: 

• Automating pipeline 24/7: Einstein SDR Agent has personalized, intelligent conversations with inbound prospects. It uses its RAG to interpret and process information to answer questions, handle objections, qualify leads, and book meetings. 
• Giving accurate, personalized responses: Einstein SDR Agent grounds every reaction in your company’s trusted business data, including Salesforce CRM data. Using Data Cloud, companies can upload existing sales materials like product FAQs, sales plays, and case studies for Einstein to generate a trusted and accurate response to lead queries. 
• Providing built-in guardrails and monitoring: Customers can customize the language and tone Einstein SDR agent uses with prospects. They can set guardrails for how often, what channels, and when Einstein should engage with inbound prospects. Customers can also choose which leads to the route to Einstein. 
• Enabling seamless hand-off from agents to human sellers: With each scheduled meeting, the agent performs a warm hand-off to sellers by notifying and briefing them with curated meeting preparation that summarizes critical lead information and previous interactions.  
• Providing multi-channel and multilingual capabilities: Einstein SDR Agents can engage with leads on their preferred channels, including SMS and WhatsApp, and in their preferred language. 

Einstein Sales Coach is claimed to help sellers improve their discovery, pitch, and negotiation with: 

• Realistic role plays: Einstein Sales Coach Agent can be found on every opportunity record, ready to engage, converting text into speech for engaging role-plays based on the deal stage. Using RAG, Einstein finds the relevant information in Salesforce and generates contextual responses in the buyer’s tone back to the seller during the role-play. 
• Personalized, objective feedback: Einstein Sales Coach Agent leverages LLMs to incorporate insights from thought leaders and reputable publications when offering seller feedback. AI agents can objectively apply the same standards to every role-play session, driving consistent feedback across reps.  
• Connecting coaching to sales results: Managers will be able to assess the impact of Einstein Sales Coach Agent on team performance by tracking the number of coaching sessions, identifying the most engaged reps, and analyzing deal win/loss rates with and without coaching to easily assess ROI. 

Disclaimer: INDIAai has not tested the AI agents mentioned in this article. For any clarifications or further information, please consult the development team.

Source: Salesforce