Meet Einstein Service Agent: Salesforce’s autonomous AI agent to revolutionize chatbot experiences.
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Einstein Bots
Provide personalized and intelligent service using AI-powered chatbots built directly into your CRM. In just a few clicks, you can speed up issue resolution and help your teams do more by utilizing AI-generated answers or automating routine tasks with bots integrated with your Salesforce data. These secure, multilingual bots can be launched on enhanced messaging channels — including in-app, web, and third-party — as well as Slack and the Einstein Bots API.
What can you do with your new AI chatbot for customer service?
Automate personalized, intelligent service with an AI-powered customer service chatbot solution built directly into your CRM. Easily launch multilingual, multi-channel bots that integrate with your Salesforce data and automate common tasks to help your teams be more productive and drive faster resolutions.
Build fast, innovate more — with clicks, not code.
Get started quickly and accelerate time to value by easily building and deploying a bot with a template or from scratch. Choose from a variety of templates that deliver customized solutions tailored to your cloud or use case. You can build customer service bots in seconds with templates that include intent data, flows, and conversation design.
Scale chatbots across multiple regions by turning on multilingual solutions. Help customers and support reps find answers to inquiries in the language they are most comfortable with by easily translating solutions and solution categories into the languages supported by Salesforce. Multilingual bots help decrease support costs and improve customer satisfaction by answering questions, providing solutions, and managing inquiries in your customers' prefered languages.
Deploy conversational AI everywhere.
Don't put your customers on hold. Meet them on their preferred channels from your website, mobile app, SMS, WhatsApp, Facebook Messenger, Apple Messages for Business, and more.
Deploy chatbots to any part of your business — from marketing and sales to HR. Qualify and convert leads and streamline processes using custom bots. Use the Einstein Bots API to expand the ways that you deliver bots to your customers by connecting your standard and enhanced chatbots to many different end points.
Connect bots, data, and processes on a unified platform.
Embed business processes easily across all channels to surface the most applicable information and help customers resolve requests on their own. Use workflows to automate both simple and complex tasks — from resetting a password to submitting a loan application. Give customers the ability to seamlessly self-serve without the need to loop in an agent.
Measure, track, and optimize your bots' value against your organization's business objectives using your chat data, bot performance metrics, and cost information. Quickly build and dig into reports and visualizations for bot business value, KPIs, and analytics. Use the information to fine-tune intents and improve how well your bot understands your customers. Continuously improve bot performance and track its impact against critical business KPIs with prebuilt reports and dashboards.
Answer customers 24/7 with autonomous AI.
Einstein Service Agent
Resolve cases any time. Einstein Service Agent chats with customers using natural language and sophisticated reasoning across self-service portals and messaging channels like WhatsApp, Apple Messages for Business, Facebook Messenger, and SMS. Customers can even send photos, videos, and audio if their issue is too hard to explain in text.
Deliver accurate answers to every customer. Einstein Service Agent grounds its responses with your business data. Integrate data, including Knowledge, from third-party systems to help Einstein Service Agent generate accurate responses personalized to your customers' specific needs and preferences.
Get setup in minutes. Einstein Service Agent doesn’t require thousands of lengthy structured dialogues. Simply use out-of-the-box templates, existing Salesforce components, and your LLM of choice to get started quickly. Need something more specific for your business? Create custom actions using the low-code builder.
Protect the privacy and security of your data with the Einstein Trust Layer - built on the Einstein 1 Platform. Mask personally identifiable information and define clear parameters for Einstein Service Agent to follow. If an inquiry is off-topic, Einstein Service Agent will seamlessly transfer the conversation to a human agent.
Take a tour of the #1 AI CRM for service.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
Extend the power of Einstein Bots with these related products.
Digital Engagement
Deliver seamless, personalized conversational experiences across channels — at scale.
Contact Center
Drive efficiencies and case resolutions faster with AI, automation, and Omni-Channel support.
Einstein for Service
Use trusted conversational, predictive, and generative AI built into the flow of work to deliver personalize service and reach resolutions faster.
Self-Service
Deflect cases, cut costs, and boost efficiency by empowering your customers to find answers first.
Scale Service for Financial Services
Scale customer service in financial services with automation and AI, and move common interactions to low-cost self-service.
Einstein Bots Pricing
Einstein Bots is included in Service Cloud Unlimited Edition, but to add seats and unlock access to SMS, Facebook Messenger, and more, we also recommend Digital Engagement, a Service Cloud Einstein add-on that maximizes chatbot functionality.
Digital Engagement
Reach customers across every digital channel.
$
75
user / month
- Chat for Web or In-App
- Messaging (WhatsApp, Facebook Messenger, SMS)
- Einstein Bots
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
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Customer Service Chatbot FAQ
A chatbot is a computer program that uses artificial intelligence (AI) and natural language processing (NLP) to simulate human conversation. Chatbot solutions can be deployed across channels to help service teams scale by enabling customers to find answers to common issues faster and automating routine tasks. Learn how to create a customer service chatbot.
AI chatbot solutions enhance customer service by providing instant 24/7 customer support and faster resolutions for high-volume, low-complexity cases. For issues that require a human touch, chatbots can also collect information upfront and give agents the context they need to solve issues faster.
Start by analyzing the issues that your agents are addressing to identify common issues the bot can resolve. Then implement NLP and machine learning algorithms. Next, train and test your chatbot using real or simulated data. Finally, integrate the chatbot with your customer service channels.
AI chatbots can be built to meet a range of needs in both business-to-consumer (B2C) and business-to-business (B2B) environments. Organizations of any size and industry can benefit from live chat software from e-commerce, financial services, travel & hospitality, software & cloud services, healthcare, telecommunications, and media.
Consider choosing a chatbot solution that's connected to your customer data, knowledge bases, and business processes built in your CRM. With access to the right customer data and workflows, chatbots can deliver personalized interactions and enable more efficient customer service.