Salesforce: AI agent to score points in customer service

The business software specialist Salesforce wants to score points with so-called AI agents that can independently take on multi-level tasks, for example in customer service.

At the presentation, Salesforce demonstrated how the software was able to handle a telephone call for a department store chain concerning the exchange of a sweater that had been bought too small.

By accessing the customer account, the program was able to immediately identify which order was involved and estimate which size would have been more suitable based on previous purchases. The program was also able to list the shipping options to the buyer’s address during the phone call.

Salesforce CEO Marc Benioff expects the company’s customers to create one billion of these AI agents for customer service and other tasks by the end of next year. The initial price is likely to be two dollars per conversation. Other companies are also currently working on automating hotline conversations with the help of artificial intelligence.

dpa