Salesforce launches two new AI sales agents

18th September 2024 |   Journal Of Sales Transformation

Sales CRM specialist Salesforce introduced two new fully autonomous AI sales agents – Einstein Sales Development Rep (SDR) Agent and Einstein Sales Coach Agent – on 22 August. Generally available in October, these sales agents are built on Salesforce’s Einstein 1 Agentforce Platform to help sales teams accelerate growth.

Einstein SDR Agent autonomously engages with inbound prospects to nurture pipeline 24/7, Salesforce says. Unlike chatbots that can only answer specific programmed questions, Einstein SDR Agent makes decisions and prioritizes actions that align with the desired outcomes and analyses a prospect’s question to autonomously determine what to do next – whether that’s answering product questions, handling objections, or scheduling a meeting.

Salesforce claims that each response is “trusted, accurate, and personalized because it is grounded in a company’s CRM and harmonised external data using Agentforce’s retrieval augmented generation (RAG) service.” The company says that Einstein SDR Agent seamlessly transitions leads to sellers and can handle multiple leads at once, across channels, and in various languages. “This means sellers can offload timeconsuming, top-of-the-funnel activities and focus on connecting with customers.”

Einstein Sales Coach Agent coaches sellers by autonomously facilitating role-plays, tailored to each deal, providing personalized and objective feedback afterward, Salesforce tells the Journal. 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: for example, 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.