Salesforce continues to make a clear commitment to Artificial Intelligence. In this regard, the North American multinational has developed two new tools for sales teams with built-in AI and that are completely autonomous. These are Einstein Sales Development Rep (SDR) Agent and Einstein Sales Coach Agent. These sales agents, which will be available in October, are based on the Einstein 1 Agentforce platform, the AI platform that brings together autonomous agents for sales and customer service professionals, and that helps teams accelerate growth.
Einstein SDR Agent Einstein SDR Agent autonomously interacts with incoming leads at all times to ensure no opportunity is missed. Unlike chatbots that can only answer specific, programmed questions, Einstein SDR Agent makes decisions and prioritizes actions that align with desired outcomes. It also analyzes lead questions to autonomously determine what to do next, whether it’s answering product questions, handling objections, or scheduling a meeting. Each response is reliable, accurate, and personalized because it’s based on the company’s own CRM and external data harmonized using Agentforce’s Augmented Recall Generation (RAG) service.
Built on Salesforce’s Einstein 1 Agentforce platform, these two new autonomous sales agents can be quickly set up using no-code actions.
Additionally, Einstein SDR Agent seamlessly hands off interactions with prospects to real salespeople and can handle multiple customers at once, across multiple channels, and in different languages. This helps salespeople spend less time on low-value activities and focus on connecting with customers.
Einstein Sales Coach Agent Einstein trains sales professionals by autonomously facilitating tailored role-plays and providing personalized, objective feedback afterwards. During the role-play, Einstein simulates being a buyer, using generative AI to convert text to speech. It also uses RAG to emulate how a buyer would respond, basing each answer on relevant information stored in Salesforce, such as data about the deal, account, and previous correspondence with that customer. This means salespeople can practice presenting offers, handling objections, or negotiating before meeting real customers.
To provide feedback, Einstein Sales Coach leverages LLMs to incorporate insights from thought leaders and well-known publications. It also includes an assessment of next steps and any pending tasks. Agents with built-in AI can objectively apply the same standards to each session, allowing feedback to always be consistent. Additionally, managers can evaluate the impact of Einstein Sales Coach Agent on team performance by tracking the number of sessions completed, identifying the most engaged salespeople, or analyzing win and loss rates on completed deals.
Built on the Einstein 1 Agentforce platform, these two new autonomous sales agents can be quickly set up using no-code actions, workflows, and templates pre-built with Salesforce sales best practices. Using Salesforce Data Cloud, companies can further enhance generative models by uploading relevant external information, such as existing sales documents and training. This enables more accurate, relevant, and contextual results from agents. Both agents leverage the Einstein Trust Layer to ensure secure and trusted responses.
