Artificial Intelligence in Sales
Salesforce is launching two new AI-driven agents that work autonomously to support human sales teams by handling routine tasks and enhancing their effectiveness.
The first solution, called “Einstein SDR,” automates simple sales activities. It independently communicates with incoming leads using natural language, answers questions, and schedules appointments for the sales team. The second solution, “Einstein Sales Coach,” simulates customer interactions, provides feedback, and helps prepare sales staff for negotiations. This AI-guided coaching is intended to help employees improve their customer relationships. Both solutions will be available starting in October.
Filling the Pipeline
The Einstein SDR agent will autonomously contact incoming prospects to keep the sales pipeline filled around the clock. Unlike traditional chatbots, which can only respond to pre-programmed questions, this agent is designed to make decisions and prioritise actions that lead to desired outcomes.
Using Retrieval Augmented Generation (RAG), the agent analyses a potential customer’s inquiry and determines the appropriate next steps, such as answering product questions, addressing objections, or scheduling appointments. It then forwards qualified leads to the appropriate sales representatives. The agent is capable of handling multiple leads simultaneously, across various channels, and in different languages.
AI-Supported Coaching
The Einstein Sales Coach Agent is designed to support sales employees through realistic role-plays tailored to current business scenarios. It then provides personalised feedback. This agent simulates customer interactions and uses generative AI to convert text into speech. The responses are based on relevant data stored in Salesforce, such as deal information, account details, or existing correspondence. As a result, users can practice presenting offers, handling objections, and negotiating in realistic scenarios before meeting with actual customers.
The new sales agents can be quickly set up using no-code actions, workflows, and ready-made templates enriched with best practices. Users will also have the ability to further refine the generative models via Salesforce’s Data Cloud by uploading relevant external information, such as sales and training materials.
