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efficiency."]}]},{"tagName":"meta","attributes":[{"name":"property","value":"og:title"},{"name":"content","value":["What is Conversational AI?"]}]},{"tagName":"meta","attributes":[{"name":"property","value":"og:site_name"},{"name":"content","value":"Salesforce"}]},{"tagName":"meta","attributes":[{"name":"property","value":"twitter:site"},{"name":"content","value":"@salesforce"}]},{"tagName":"meta","attributes":[{"name":"property","value":"twitter:card"},{"name":"content","value":"summary_large_image"}]},{"tagName":"meta","attributes":[{"name":"property","value":"twitter:url"},{"name":"content","value":"https://www.salesforce.com/artificial-intelligence/what-is-conversational-ai/"}]},{"tagName":"meta","attributes":[{"name":"name","value":"robots"},{"name":"content","value":"index,follow,max-snippet:-1,max-image-preview:large,max-video-preview:-1"}]},{"tagName":"meta","attributes":[{"name":"name","value":"description"},{"name":"content","value":["Conversational AI helps businesses build stronger customer relationships through natural, human-like dialogue that can answer questions, solve problems, and increase efficiency."]}]},{"tagName":"link","attributes":[{"name":"rel","value":"canonical"},{"name":"href","value":"https://www.salesforce.com/artificial-intelligence/what-is-conversational-ai/"}]}],"tbidGreeting":{"isEnabled":true,"thEndpoint":"https://mobile.api.trailhead.com/graphql","localization":{"localizedGreeting":"Hello, {firstname}!","localizedWordForBadges":"Badges","localizedWordForPoints":"Points"}},"pageAttrs":{"livechat":{"enabled":true},"content_type":"page","social_sharing_enabled":true},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1715959779275_w7g","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"","headline_size":"h2","description":"<p>Conversational AI is changing how businesses operate by analyzing and mimicking natural, human-like dialogue. Here's what it looks like in action.</p>\n<p>In sales: After analyzing your team’s video calls with customers, conversational AI interprets customer sentiment and suggests next steps for your reps.</p>\n<p>In service: Conversational AI responds to a customer service inquiry after hours, offering a solution based on past interactions, with a friendly tone.</p>\n<p>In marketing: You ask conversational AI to create personalized landing pages for your customers, drawing from their preferences and history.</p>\n<p>The way businesses and their customers <a href=\"https://www.salesforce.com/agentforce/\" target=\"_self\"><ins>interact with AI</ins></a> has evolved from <a href=\"https://www.salesforce.com/agentforce/chatbot/\" target=\"_self\"><ins>traditional chatbots</ins></a> to sophisticated <a href=\"https://www.salesforce.com/agentforce/what-are-ai-agents/\" target=\"_self\"><ins>AI agents</ins></a> that can reason, learn, and take actions on their own with some human guidance and oversight. Here's a look at how conversational AI works and what it could do for your organization.</p>\n"},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1739904335606_6ss","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"","headline_size":"h2","description":"<p><strong>What we'll cover:</strong></p>\n<ul>\n<li><a href=\"#what\" target=\"_self\">What is conversational AI?</a></li>\n<li><a href=\"#how\" target=\"_self\">How does conversational AI work?</a></li>\n<li><a href=\"#core\" target=\"_self\">Core components of conversational AI</a></li>\n<li><a href=\"#key\" target=\"_self\">Key benefits of conversational AI for businesses</a></li>\n<li><a href=\"#conversational\" target=\"_self\">How conversational AI transforms business operations</a></li>\n<li><a href=\"#overcoming\" target=\"_self\">Overcoming challenges of conversational AI</a></li>\n<li><a href=\"#next\" target=\"_self\">What's next for conversational AI?</a></li>\n</ul>\n"},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1715617265356_ehk","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"What is Conversational AI?","headline_size":"h2","description":"<p>Conversational AI is a type of <a href=\"https://www.salesforce.com/artificial-intelligence/\" target=\"_self\"><ins>artificial intelligence (AI)</ins> </a>technology that can understand and converse with people in a way that mimics natural dialogue. Unlike older chatbots, which just respond based on preprogrammed knowledge, <a href=\"https://www.salesforce.com/agentforce/autonomous-agents/\" target=\"_self\"><ins>autonomous agents</ins></a> that use conversational AI actually process and reply in a way that sounds natural and is trustworthy.</p>\n<p>This technology has become essential across <a href=\"https://www.salesforce.com/industries/artificial-intelligence/\" target=\"_self\"><ins>industries</ins></a>, from helping sales teams <a href=\"https://www.salesforce.com/artificial-intelligence/use-cases/create-close-plan/\" target=\"_self\"><ins>generate close plans</ins></a> to retail brands using it to provide personalized and relevant <a href=\"https://www.salesforce.com/artificial-intelligence/use-cases/product-order-recommendation/\" target=\"_self\"><ins>recommended products</ins></a> to healthcare professionals relying on it to manage patients’ complete <a href=\"https://www.salesforce.com/artificial-intelligence/use-cases/patient-data-management/\" target=\"_self\"><ins>medical history</ins></a>.</p>\n<p>97% of executives say they feel an <a href=\"https://slack.com/blog/news/the-fall-2024-workforce-index-shows-ai-hype-is-cooling\" target=\"_blank\"><ins>urgency to integrate AI tools</ins></a>, with conversational AI becoming essential across industries. By providing it with <a href=\"https://www.salesforce.com/data/\" target=\"_self\"><ins>data</ins></a> and <a href=\"https://www.salesforce.com/crm/what-is-crm/\" target=\"_self\"><ins>customer relationship management (CRM)</ins></a> systems, modern conversational AI can understand context, remember previous interactions, and take action autonomously.</p>\n","anchor_id":"what"},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1714497921745_wx8_445373","name":"sf/promotion","attributes":{"blade_layout":"float_image","audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Salesforce Artificial Intelligence","description":"<p>Salesforce AI delivers trusted, extensible AI grounded in the fabric of our <a href=\"https://www.salesforce.com/platform/\" target=\"_self\">Salesforce Platform</a>. Utilize our AI in your customer data to create customizable, predictive, and generative AI experiences to fit all your business needs safely. Bring conversational AI to any workflow, user, department, and industry with Einstein.</p>\n","image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/category-marquee-artifical-intelligence.png?w=1024","alt":"Enterprise AI built into CRM for business","title":"2023/10/category-marquee-artifical-intelligence.png","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/category-marquee-artifical-intelligence.png?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/category-marquee-artifical-intelligence.png?resize=300,300","width":300,"height":300},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/category-marquee-artifical-intelligence.png?resize=768,768","width":768,"height":768},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/category-marquee-artifical-intelligence.png?resize=1024,1024","width":1024,"height":1024}],"width":1024,"height":1024,"image_alignment":"right"},"link_1":{"variant":"primary","label":"Talk to an expert","source":"standard-link","url":"https://www.salesforce.com/form/einstein-gpt/contact-us/?d=pb","target":"_blank","ariaLabel":""},"link_2":{"variant":"secondary","source":"standard-link","label":"Watch the video","url":"https://www.salesforce.com/plus/series/salesforce_on_salesforce/episode/episode-s1e33","target":"_self","ariaLabel":""}},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1719949882959_cmk","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"How does conversational AI work?","headline_size":"h2","description":"<p>Conversational AI uses machine learning (ML) and natural language processing (NLP). <a href=\"https://www.salesforce.com/artificial-intelligence/what-is-generative-ai/\" target=\"_self\"><ins>Generative AI</ins></a>, which uses <a href=\"https://www.salesforce.com/artificial-intelligence/what-are-large-language-models/\" target=\"_self\"><ins>large language models (LLMs)</ins></a> capable of creating human-like text, has been a breakthrough technology that creates more sophisticated conversational AI systems.</p>\n<p>When AI has been trained to recognize words and phrases, it can then try natural language generation and start talking back. Then, if you have any feedback on the AI response, you can share it, and it will use machine learning to provide improved answers to you and your colleagues in the future.</p>\n<p>Here's a real example of how it works: When a customer asks to update their shipping address, their request is converted into machine-readable text, processed by NLP, and analyzed alongside customer data. The AI understands ‌intent and responds back with a confirmation once the update has been made.</p>\n","anchor_id":"how"},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1736445393272_18p","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Core components of conversational AI","headline_size":"h2","description":"<p>Early conversational AI systems were limited to rule-based responses and struggled with complex queries, but that’s changing. Powered by both LLMs and specialized <a href=\"https://www.salesforce.com/blog/small-language-models/\" target=\"_self\"><ins>small language models</ins></a>, these systems can now understand context, maintain conversational flow, and use take autonomous action.</p>\n","anchor_id":"core"},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1739904952446_16cf","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Natural language processing (NLP) explained","headline_size":"h3","description":"<p><a href=\"https://www.salesforce.com/artificial-intelligence/nlp/\" target=\"_self\">NLP (natural language processing)</a> is the foundation of conversational AI, using tokenization to break down text, sentiment analysis to understand emotion, and natural language generation to create human-like responses. <a href=\"https://www.salesforce.com/artificial-intelligence/machine-learning-vs-nlp/\" target=\"_self\"><ins>NLP uses machine learning</ins></a> to help AI systems to understand and respond to human language. The system then analyzes these pieces to understand sentiment (emotions and attitudes), extract key information, and determine user intent.</p>\n<p>Modern NLP systems can also understand context and nuance. For example, they can differentiate between \"I need to return this order\" and \"When will my order return to stock?\" NLP helps AI recognize that while both sentences contain \"return\" and \"order,\" they require completely different responses. This context combined with language generation training helps the AI craft responses that sound natural and appropriate to the situation.</p>\n","anchor_id":""},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1739904987516_192u","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"The role of machine learning and AI algorithms","headline_size":"h3","description":"<p><a href=\"https://www.salesforce.com/artificial-intelligence/what-is-machine-learning/\" target=\"_self\">Machine learning (ML)</a> is what makes conversational AI truly intelligent and adaptable. Rather than following static rules, AI algorithms analyze patterns in vast amounts of data to understand how humans communicate and what responses are most effective. This enables the system to improve continually with each interaction, learning from successful exchanges and adjusting its approach based on user feedback.</p>\n<p>For example, when integrated with data platforms like <a href=\"https://www.salesforce.com/data/\" target=\"_self\"><ins>Data Cloud</ins></a>, algorithms can analyze previous customer interactions to understand which responses led to positive outcomes. AI can then use these insights to personalize future conversations, predict user needs, and proactively offer relevant solutions. The algorithms also help the system recognize when a conversation should be escalated to a human service rep, ensuring seamless handoffs when needed.</p>\n","anchor_id":""},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1739904989727_z92","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Key benefits of conversational AI for businesses","headline_size":"h2","description":"<p>More businesses are turning to AI to enhance customer satisfaction and improve operations. The <a href=\"https://www.salesforce.com/artificial-intelligence/advantages-disadvantages-ai\" target=\"_self\"><ins>advantages of AI</ins></a> across a diverse range of industries and roles continue to grow. Here are some of the top benefits businesses are getting with conversational AI solutions:</p>\n<ul>\n<li><strong>24/7 availability and instant response times:</strong> Conversational AI systems powered by <a href=\"https://www.salesforce.com/agentforce/ai-assistant/\" target=\"_self\"><ins>AI assistants</ins></a> can engage with customers around the clock, eliminating wait times and ensuring consistent service quality regardless of time zone or volume.</li>\n<li><strong>Improved efficiency:</strong> With <a href=\"https://www.salesforce.com/artificial-intelligence/ai-automation/\" target=\"_self\"><ins>AI automation</ins></a> that handles routine inquiries and tasks, conversational AI significantly reduces the workload on human teams. In fact, <a href=\"https://www.salesforce.com/resources/research-reports/state-of-service/\" target=\"_self\"><ins>93% of service professionals</ins></a> report significant time savings on routine tasks, allowing staff to focus on more complex, high-value activities.</li>\n<li><strong>Personalized and accessible experiences at scale:</strong> By integrating with data and CRM systems, conversational AI can use customer history and preferences to deliver tailored interactions that feel personal even while serving thousands of users simultaneously. Conversational AI also makes access to services easier for people with disabilities.</li>\n<li><strong>Improved data insights and decision-making:</strong> Every interaction with conversational AI generates valuable data about customer needs, preferences, and pain points. This information helps businesses identify trends, improve processes, and make more informed strategic decisions.</li>\n<li><strong>Cost reduction while maintaining quality:</strong> Implementing conversational AI can significantly lower operational costs by automating routine tasks while also maintaining or even improving service quality through consistent, accurate responses.</li>\n<li><strong>Multilingual support and global reach:</strong> Modern conversational AI can communicate fluently in multiple languages, enabling businesses to serve global markets without the need for extensive language-specific support teams.</li>\n</ul>\n","anchor_id":"key"},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1717791051622_1b18","name":"sf/oneup","attributes":{"blade_layout":"left","audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Empower every employee to do more with Agentforce.","description":"<p>Sales, service, commerce, and marketing teams can get work done faster and focus on what’s important, like spending more time with your customers. All with the help of a trusted advisor — meet your conversational AI for CRM.</p>\n","link_1":{"variant":"primary","label":"Explore more","source":"standard-link","url":"https://www.salesforce.com/artificial-intelligence/einstein-ai-assistant/"},"media":{"image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png?w=1024","alt":"Salesforce’s Agentforce Assistant Has Arrived","title":"2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png?resize=300,169","width":300,"height":169},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png?resize=768,432","width":768,"height":432},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png?resize=1024,576","width":1024,"height":576}],"width":1024,"height":576}}},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1715380591865_eur","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"How conversational AI transforms business operations","headline_size":"h2","description":"<p>Conversational AI is also transforming the way businesses function across departments, leading to more efficient workflows and improved customer experiences. Here are just some of the ways organizations are combining this technology with <a href=\"https://www.salesforce.com/agentforce/what-are-virtual-agents/\" target=\"_self\"><ins>virtual agents</ins></a> to improve their operations.</p>\n","anchor_id":"conversational"},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1739905093415_iaw","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Conversational AI for sales","headline_size":"h3","description":"<p><a href=\"https://www.salesforce.com/sales/artificial-intelligence/\" target=\"_self\"><ins>AI for sales</ins></a> is fundamentally changing how teams prospect and close deals. Conversational AI, particularly through tools like <a href=\"https://www.salesforce.com/agentforce/\" target=\"_self\"><ins>Agentforce</ins></a> — the <a href=\"https://www.salesforce.com/agentforce/what-is-agentic-ai/\" target=\"_self\"><ins>agentic layer</ins></a> of the Salesforce platform —autonomously engages with prospects, handles initial qualification, and books meetings for sales representatives. The technology also helps sales teams prioritize leads, prepare for meetings, and maintain consistent follow-up communication with:</p>\n<ul>\n<li>Autonomous outreach to warm leads across email, SMS, and social channels</li>\n<li>Real-time meeting scheduling and qualification</li>\n<li>Deal guidance and next-best-action recommendations</li>\n<li>Automated creation of sales collateral and proposals</li>\n</ul>\n"},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1739905121100_5c1","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Conversational AI for customer service","headline_size":"h3","description":"<p>In <a href=\"https://www.salesforce.com/service/ai/\" target=\"_self\"><ins>AI service operations</ins></a>, conversational AI provides omnichannel support that adapts to customer preferences. Advanced AI agents can handle complex queries across multiple channels while maintaining context and personalizing responses based on customer history. This allows employees to focus on cases that require more empathy and complex problem-solving while agents provide:</p>\n<ul>\n<li>24/7 multilingual support across web, mobile, and messaging platforms</li>\n<li>Proactive issue resolution based on customer behavior patterns</li>\n<li>Automated case routing and prioritization</li>\n<li>Personalized self-service experiences</li>\n</ul>\n"},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1739905146520_k2b","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Conversational AI for marketing","headline_size":"h3","description":"<p>With <a href=\"https://www.salesforce.com/marketing/ai/\" target=\"_self\"><ins>marketing AI</ins></a>, teams can use conversational AI to create more engaging, personalized campaigns. The technology helps analyze customer data, optimize content, and automate campaign management while maintaining a consistent brand voice across all channels. The benefits to marketing teams include:</p>\n<ul>\n<li>Real-time campaign optimization</li>\n<li>Personalized content recommendations</li>\n<li>Automated email response management</li>\n<li>Social media engagement and monitoring</li>\n</ul>\n"},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1739905172059_8y2","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Conversational AI for commerce","headline_size":"h3","description":"<p>Conversational <a href=\"https://www.salesforce.com/commerce/ai/\" target=\"_self\"><ins>AI for commerce</ins></a> can help agents act as personal shopping assistants, helping customers find products and making tailored recommendations. This technology can boost conversion rates by providing immediate, tailored guidance for customers in their shopping journey, including:</p>\n<ul>\n<li>Personalized product recommendations</li>\n<li>Inventory and availability updates</li>\n<li>Automated order status tracking</li>\n<li>Interactive buying guides</li>\n</ul>\n"},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1739905189528_jw7","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Conversational AI for developer operations","headline_size":"h3","description":"<p>For technical teams, combining conversational AI with your operations <a href=\"https://www.salesforce.com/platform/\" target=\"_self\">platform</a> streamlines development processes and improves code quality. Developers can work more efficiently while maintaining best practices and security standards with skills like:</p>\n<ul>\n<li>Code review and optimization</li>\n<li>Documentation assistance</li>\n<li>Bug detection and troubleshooting</li>\n<li>Development environment setup</li>\n</ul>\n"},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1739907217445_lpm","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Conversational AI for finance and revenue operations","headline_size":"h3","description":"<p>Conversational AI is transforming <a href=\"https://www.salesforce.com/financial-services/artificial-intelligence/\" target=\"_self\">financial services</a> by automating complex processes while maintaining security and compliance. The technology can handle everything from routine transactions to sophisticated financial analyses that include:</p>\n<ul>\n<li>Fraud detection and prevention</li>\n<li>Automated invoice processing</li>\n<li>Personalized banking services</li>\n<li>Regulatory compliance monitoring</li>\n</ul>\n"},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1739907255983_o28","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Conversational AI for customer engagement","headline_size":"h3","description":"<p>AI doesn't just handle support tickets - it builds relationships. Here's what that looks like in different industries:</p>\n<ul>\n<li><a href=\"https://www.salesforce.com/healthcare-life-sciences/healthcare-artificial-intelligence/\" target=\"_self\"><strong><ins>Healthcare</ins></strong></a><strong>: </strong>Smart scheduling and friendly reminders</li>\n<li><a href=\"https://www.salesforce.com/automotive/artificial-intelligence/\" target=\"_self\"><strong><ins>Automotive</ins></strong></a><strong>: </strong>Timely maintenance heads-ups</li>\n<li><a href=\"https://www.salesforce.com/travel-hospitality-transportation/transportation/\" target=\"_self\"><strong><ins>Transportation</ins></strong></a><strong>:</strong> Real-time updates when plans change</li>\n<li><a href=\"https://www.salesforce.com/government/artificial-intelligence/\" target=\"_self\"><strong><ins>Government services</ins></strong></a><strong>:</strong> Clear, simple information delivery</li>\n<li><a href=\"https://www.salesforce.com/travel-hospitality-transportation/hospitality/\" target=\"_self\"><strong><ins>Hospitality</ins></strong></a><strong>:</strong> Personalized guest experiences</li>\n</ul>\n"},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1717453654488_gyj_4453718","name":"sf/promotion","attributes":{"blade_layout":"full_height","audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"AI Built for Business","description":"<p>Enterprise AI built directly into your CRM. Maximize productivity across your entire organization by bringing business AI to every app, user, and workflow. 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For example, Agentforce's <a href=\"https://www.salesforce.com/agentforce/what-is-a-reasoning-engine/atlas/\" target=\"_self\"><ins>Atlas Reasoning Engine</ins></a> ensures every interaction is grounded in your trusted business data while maintaining security compliance.</p>\n","anchor_id":""},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1739907356462_cij","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Bias and fairness","headline_size":"h3","description":"<p>AI systems can inadvertently perpetuate biases present in training data. To mitigate this, modern conversational AI platforms should employ regular monitoring and auditing of AI responses and diverse training datasets that represent all user groups. Clear guidelines for inclusive language are also essential, as are built-in safeguards against discriminatory outcomes.</p>\n","anchor_id":""},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1739907379334_12aq","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"Workforce impact and adoption","headline_size":"h3","description":"<p>Concerns about AI replacing jobs are common, but conversational AI serves to augment human capabilities rather than replace them. To successfully implement these changes — and promote adoption of the technology — put together a communication plan about AI's role in supporting, not replacing, employees.</p>\n<p>Training programs will help staff work effectively alongside AI and show them the ways AI will free them up to focus on high-value tasks that require emotional intelligence and complex decision-making. Also, be sure to set up an ongoing motion to measure and share productivity gains from AI adoption.</p>\n","anchor_id":""},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1739907439317_pe1","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"System reliability and performance","headline_size":"h3","description":"<p>Ensuring consistent, accurate responses is crucial for maintaining user trust. <a href=\"https://www.salesforce.com/agentforce/agentic-systems/\" target=\"_self\"><ins>Agentic systems</ins></a> like Agentforce address this through continuous monitoring of AI performance, built-in escalation paths to human agents, regular updates that improve response accuracy, and testing capabilities to ensure reliable ongoing operation. Training programs will help staff work effectively alongside AI and show them the ways AI will free them up to focus on high-value tasks that require emotional intelligence and complex decision-making. Also, be sure to set up an ongoing motion to measure and share productivity gains from AI adoption.</p>\n","anchor_id":""},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1739907299034_122j","name":"sf/textmainbody","attributes":{"audience_segment":["customer","prospect"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","headline":"What’s next for conversational AI?","headline_size":"h2","description":"<p>If you're excited about conversational AI, the next step is exploring AI agents. You can even get hands-on and <a href=\"https://trailhead.salesforce.com/content/learn/projects/quick-start-build-your-first-agent-with-agentforce\" target=\"_blank\"><ins>build your own</ins></a>. Powered by LLMs, agents integrate with <a href=\"https://www.salesforce.com/crm/\" target=\"_self\"><ins>CRMs</ins></a> and help teams manage tasks, analyze data, and connect workflows effortlessly.</p>\n<p>Interest in adopting conversational AI is growing, along with the <a href=\"https://www.salesforce.com/agentforce/ai-agents-roi-calculator/\" target=\"_self\">ROI</a> potential. To take the next step, assess your business needs and explore how conversational AI can help your team be more productive while serving customers better. Have a look at how <a href=\"https://www.salesforce.com/agentforce/why\" target=\"_self\"><ins>Agentforce can help</ins></a>.</p>\n","anchor_id":"next"},"path":"/artificial-intelligence/what-is-conversational-ai","urlLoc":"us","curHref":"/artificial-intelligence/what-is-conversational-ai/?bc=DB","cdnEnvTag":"stable","pageAttrs":{"livechat":{"enabled":true},"content_type":"page"},"wpTemplate":"resources-template","curLocale":"en-us"},{"id":"1668667220025_8dd_4453725","name":"sf/nup","attributes":{"link_location":"below","audience_segment":["prospect","customer"],"minimize_blade_spacing_bottom":true,"minimize_blade_spacing":true,"experiment_type":"content","card_type":"sf/resource","card_layout":"Standard","card_description_visibility":false,"card_image":true,"card_eyebrow_visibility":true,"card_link_visibility":true,"headline":"Learn more about AI agents and how they can help your business.","description":"","link_1":{"variant":"secondary","label":"See all resources","url":"https://www.salesforce.com/resources/ai/","ariaLabel":"","source":"standard-link"}},"media_items":[{"content_source_type":"manual-content","image":{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/resource-card-artifical-intelligence-salesforce-einstein-pricing-and-readiness-guide-1.jpg?w=1024","alt":"Einstein Features Cheat Sheet guide","title":"2023/10/resource-card-artifical-intelligence-salesforce-einstein-pricing-and-readiness-guide-1.jpg","sizes":[{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/resource-card-artifical-intelligence-salesforce-einstein-pricing-and-readiness-guide-1.jpg?resize=150,150","width":150,"height":150},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/resource-card-artifical-intelligence-salesforce-einstein-pricing-and-readiness-guide-1.jpg?resize=300,169","width":300,"height":169},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/resource-card-artifical-intelligence-salesforce-einstein-pricing-and-readiness-guide-1.jpg?resize=768,432","width":768,"height":432},{"src":"https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/resource-card-artifical-intelligence-salesforce-einstein-pricing-and-readiness-guide-1.jpg?resize=1024,576","width":1024,"height":576}],"width":1024,"height":576},"badge":"Article","headline":"What Are AI Agents? 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data-link-url="https://www.salesforce.com/form/agentforce/demo/?d=sh" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Try Agentforce: What is Conversational AI?" href="https://www.salesforce.com/form/agentforce/demo/?d=sh" target="_blank" rel="noopener" > Try Agentforce </a> </pbc-button> </div> </div> </article> </div> <div class="blade__background blade__background--custom-desktop"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/BG-Marquee-CoPilot-Desktop.jpg?w=1024" class="background__image background__image--custom" alt="" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/BG-Marquee-CoPilot-Desktop.jpg?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/BG-Marquee-CoPilot-Desktop.jpg?resize=300,94 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grid grid_sub"> </header> <div class="blade__description"> <p>Conversational AI is changing how businesses operate by analyzing and mimicking natural, human-like dialogue. Here's what it looks like in action.</p> <p>In sales: After analyzing your team’s video calls with customers, conversational AI interprets customer sentiment and suggests next steps for your reps.</p> <p>In service: Conversational AI responds to a customer service inquiry after hours, offering a solution based on past interactions, with a friendly tone.</p> <p>In marketing: You ask conversational AI to create personalized landing pages for your customers, drawing from their preferences and history.</p> <p>The way businesses and their customers <a href="https://www.salesforce.com/agentforce/" target="_self"><ins>interact with AI</ins></a> has evolved from <a href="https://www.salesforce.com/agentforce/chatbot/" target="_self"><ins>traditional chatbots</ins></a> to sophisticated <a href="https://www.salesforce.com/agentforce/what-are-ai-agents/" target="_self"><ins>AI agents</ins></a> that can reason, learn, and take actions on their own with some human guidance and oversight. Here's a look at how conversational AI works and what it could do for your organization.</p> </div> </article> </div> </section> </div><div data-blade-id="1739904335606_6ss" data-blade-position="3" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1739904335606_6ss" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739904335606_6ss" data-module-name="" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> </header> <div class="blade__description"> <p><strong>What we'll cover:</strong></p> <ul> <li><a href="#what" target="_self">What is conversational AI?</a></li> <li><a href="#how" target="_self">How does conversational AI work?</a></li> <li><a href="#core" target="_self">Core components of conversational AI</a></li> <li><a href="#key" target="_self">Key benefits of conversational AI for businesses</a></li> <li><a href="#conversational" target="_self">How conversational AI transforms business operations</a></li> <li><a href="#overcoming" target="_self">Overcoming challenges of conversational AI</a></li> <li><a href="#next" target="_self">What's next for conversational AI?</a></li> </ul> </div> </article> </div> </section> </div><div data-blade-id="1715617265356_ehk" data-blade-position="4" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="what" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715617265356_ehk" data-module-name="What is Conversational AI?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> What is Conversational AI? </h2> </header> <div class="blade__description"> <p>Conversational AI is a type of <a href="https://www.salesforce.com/artificial-intelligence/" target="_self"><ins>artificial intelligence (AI)</ins> </a>technology that can understand and converse with people in a way that mimics natural dialogue. Unlike older chatbots, which just respond based on preprogrammed knowledge, <a href="https://www.salesforce.com/agentforce/autonomous-agents/" target="_self"><ins>autonomous agents</ins></a> that use conversational AI actually process and reply in a way that sounds natural and is trustworthy.</p> <p>This technology has become essential across <a href="https://www.salesforce.com/industries/artificial-intelligence/" target="_self"><ins>industries</ins></a>, from helping sales teams <a href="https://www.salesforce.com/artificial-intelligence/use-cases/create-close-plan/" target="_self"><ins>generate close plans</ins></a> to retail brands using it to provide personalized and relevant <a href="https://www.salesforce.com/artificial-intelligence/use-cases/product-order-recommendation/" target="_self"><ins>recommended products</ins></a> to healthcare professionals relying on it to manage patients’ complete <a href="https://www.salesforce.com/artificial-intelligence/use-cases/patient-data-management/" target="_self"><ins>medical history</ins></a>.</p> <p>97% of executives say they feel an <a href="https://slack.com/blog/news/the-fall-2024-workforce-index-shows-ai-hype-is-cooling" target="_blank" class="link__new-tab"><ins>urgency to integrate AI tools</ins><img class="link__new-tab-icon" alt="Opens in a new window"></a>, with conversational AI becoming essential across industries. By providing it with <a href="https://www.salesforce.com/data/" target="_self"><ins>data</ins></a> and <a href="https://www.salesforce.com/crm/what-is-crm/" target="_self"><ins>customer relationship management (CRM)</ins></a> systems, modern conversational AI can understand context, remember previous interactions, and take action autonomously.</p> </div> </article> </div> </section> </div><div data-blade-id="1714497921745_wx8_445373" data-blade-position="5" data-blade-name="sf/promotion" data-blade-variant="promotion" data-blade-source="www" data-blade-type="blade"> <section id="1714497921745_wx8_445373" class="relative promotion--blade promotion--right-image" > <div class="container pb-shadow pb-large-corner container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main promotion_layout--float_image theme--light_gradient" data-module-id="1714497921745_wx8_445373" data-module-name="Salesforce Artificial Intelligence" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <div class="image__wrapper mobile-pt-0 pb-64 pt-64 mobile-pb-40 mobile-ml-32 mobile-mr-32 promotion_layout--float_image-image_wrapper " > <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/category-marquee-artifical-intelligence.png?w=1024" class="image__asset" alt="Enterprise AI built into CRM for business" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/category-marquee-artifical-intelligence.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/category-marquee-artifical-intelligence.png?resize=300,300 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/category-marquee-artifical-intelligence.png?resize=768,768 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/10/category-marquee-artifical-intelligence.png?resize=1024,1024 1024w" height="1024" width="1024"/> </div> <div class="content__wrapper pt-64 mobile-pb-8 mobile-pt-40 mobile-ml-32 mobile-mr-32 pb-64 promotion_layout---image-content_wrapper"> <header class="promotion__blade-heading"> <h2 class="pbc-g-text-display-4 mt-0 mb-24 mobile-mb-16" style=" "> Salesforce Artificial Intelligence </h2> <div class="blade__description pbc-g-text-body-1-2 mb-48 mobile-mb-32"> <p>Salesforce AI delivers trusted, extensible AI grounded in the fabric of our <a href="https://www.salesforce.com/platform/" target="_self">Salesforce Platform</a>. Utilize our AI in your customer data to create customizable, predictive, and generative AI experiences to fit all your business needs safely. Bring conversational AI to any workflow, user, department, and industry with Einstein.</p> </div> </header> <div class="cta_container flex flex--float_image ctas__2"> <pbc-button class="cta_button__wrapper" data-link-text="Talk to an expert" data-link-url="https://www.salesforce.com/form/einstein-gpt/contact-us/?d=pb" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Talk to an expert: Salesforce Artificial Intelligence" href="https://www.salesforce.com/form/einstein-gpt/contact-us/?d=pb" target="_blank" rel="noopener" > Talk to an expert </a> </pbc-button> <pbc-button class="cta_button__wrapper" data-link-text="Watch the video" data-link-url="https://www.salesforce.com/plus/series/salesforce_on_salesforce/episode/episode-s1e33" data-link-type="secondary cta" > <a class="cta_button" data-size="" data-variant="secondary" data-stacking="default" aria-label="Watch the video: Salesforce Artificial Intelligence" label="Watch the video" href="https://www.salesforce.com/plus/series/salesforce_on_salesforce/episode/episode-s1e33" target="_self" rel="noopener" > Watch the video </a> </pbc-button> </div> </div> </article> </div> </section> </div><div data-blade-id="1719949882959_cmk" data-blade-position="6" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="how" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1719949882959_cmk" data-module-name="How does conversational AI work?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> How does conversational AI work? </h2> </header> <div class="blade__description"> <p>Conversational AI uses machine learning (ML) and natural language processing (NLP). <a href="https://www.salesforce.com/artificial-intelligence/what-is-generative-ai/" target="_self"><ins>Generative AI</ins></a>, which uses <a href="https://www.salesforce.com/artificial-intelligence/what-are-large-language-models/" target="_self"><ins>large language models (LLMs)</ins></a> capable of creating human-like text, has been a breakthrough technology that creates more sophisticated conversational AI systems.</p> <p>When AI has been trained to recognize words and phrases, it can then try natural language generation and start talking back. Then, if you have any feedback on the AI response, you can share it, and it will use machine learning to provide improved answers to you and your colleagues in the future.</p> <p>Here's a real example of how it works: When a customer asks to update their shipping address, their request is converted into machine-readable text, processed by NLP, and analyzed alongside customer data. The AI understands ‌intent and responds back with a confirmation once the update has been made.</p> </div> </article> </div> </section> </div><div data-blade-id="1736445393272_18p" data-blade-position="7" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="core" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1736445393272_18p" data-module-name="Core components of conversational AI" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Core components of conversational AI </h2> </header> <div class="blade__description"> <p>Early conversational AI systems were limited to rule-based responses and struggled with complex queries, but that’s changing. Powered by both LLMs and specialized <a href="https://www.salesforce.com/blog/small-language-models/" target="_self"><ins>small language models</ins></a>, these systems can now understand context, maintain conversational flow, and use take autonomous action.</p> </div> </article> </div> </section> </div><div data-blade-id="1739904952446_16cf" data-blade-position="8" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1739904952446_16cf" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739904952446_16cf" data-module-name="Natural language processing (NLP) explained" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Natural language processing (NLP) explained </h3> </header> <div class="blade__description"> <p><a href="https://www.salesforce.com/artificial-intelligence/nlp/" target="_self">NLP (natural language processing)</a> is the foundation of conversational AI, using tokenization to break down text, sentiment analysis to understand emotion, and natural language generation to create human-like responses. <a href="https://www.salesforce.com/artificial-intelligence/machine-learning-vs-nlp/" target="_self"><ins>NLP uses machine learning</ins></a> to help AI systems to understand and respond to human language. The system then analyzes these pieces to understand sentiment (emotions and attitudes), extract key information, and determine user intent.</p> <p>Modern NLP systems can also understand context and nuance. For example, they can differentiate between "I need to return this order" and "When will my order return to stock?" NLP helps AI recognize that while both sentences contain "return" and "order," they require completely different responses. This context combined with language generation training helps the AI craft responses that sound natural and appropriate to the situation.</p> </div> </article> </div> </section> </div><div data-blade-id="1739904987516_192u" data-blade-position="9" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1739904987516_192u" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739904987516_192u" data-module-name="The role of machine learning and AI algorithms" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> The role of machine learning and AI algorithms </h3> </header> <div class="blade__description"> <p><a href="https://www.salesforce.com/artificial-intelligence/what-is-machine-learning/" target="_self">Machine learning (ML)</a> is what makes conversational AI truly intelligent and adaptable. Rather than following static rules, AI algorithms analyze patterns in vast amounts of data to understand how humans communicate and what responses are most effective. This enables the system to improve continually with each interaction, learning from successful exchanges and adjusting its approach based on user feedback.</p> <p>For example, when integrated with data platforms like <a href="https://www.salesforce.com/data/" target="_self"><ins>Data Cloud</ins></a>, algorithms can analyze previous customer interactions to understand which responses led to positive outcomes. AI can then use these insights to personalize future conversations, predict user needs, and proactively offer relevant solutions. The algorithms also help the system recognize when a conversation should be escalated to a human service rep, ensuring seamless handoffs when needed.</p> </div> </article> </div> </section> </div><div data-blade-id="1739904989727_z92" data-blade-position="10" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="key" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739904989727_z92" data-module-name="Key benefits of conversational AI for businesses" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Key benefits of conversational AI for businesses </h2> </header> <div class="blade__description"> <p>More businesses are turning to AI to enhance customer satisfaction and improve operations. The <a href="https://www.salesforce.com/artificial-intelligence/advantages-disadvantages-ai" target="_self"><ins>advantages of AI</ins></a> across a diverse range of industries and roles continue to grow. Here are some of the top benefits businesses are getting with conversational AI solutions:</p> <ul> <li><strong>24/7 availability and instant response times:</strong> Conversational AI systems powered by <a href="https://www.salesforce.com/agentforce/ai-assistant/" target="_self"><ins>AI assistants</ins></a> can engage with customers around the clock, eliminating wait times and ensuring consistent service quality regardless of time zone or volume.</li> <li><strong>Improved efficiency:</strong> With <a href="https://www.salesforce.com/artificial-intelligence/ai-automation/" target="_self"><ins>AI automation</ins></a> that handles routine inquiries and tasks, conversational AI significantly reduces the workload on human teams. In fact, <a href="https://www.salesforce.com/resources/research-reports/state-of-service/" target="_self"><ins>93% of service professionals</ins></a> report significant time savings on routine tasks, allowing staff to focus on more complex, high-value activities.</li> <li><strong>Personalized and accessible experiences at scale:</strong> By integrating with data and CRM systems, conversational AI can use customer history and preferences to deliver tailored interactions that feel personal even while serving thousands of users simultaneously. Conversational AI also makes access to services easier for people with disabilities.</li> <li><strong>Improved data insights and decision-making:</strong> Every interaction with conversational AI generates valuable data about customer needs, preferences, and pain points. This information helps businesses identify trends, improve processes, and make more informed strategic decisions.</li> <li><strong>Cost reduction while maintaining quality:</strong> Implementing conversational AI can significantly lower operational costs by automating routine tasks while also maintaining or even improving service quality through consistent, accurate responses.</li> <li><strong>Multilingual support and global reach:</strong> Modern conversational AI can communicate fluently in multiple languages, enabling businesses to serve global markets without the need for extensive language-specific support teams.</li> </ul> </div> </article> </div> </section> </div><div data-blade-id="1717791051622_1b18" data-blade-position="11" data-blade-name="sf/oneup" data-blade-variant="oneup" data-blade-source="www" data-blade-type="blade"> <section id="1717791051622_1b18" class="relative oneup--blade oneup--left-image" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main grid--sixteenbynine theme--light_gradient" data-module-track-impressions="" data-module-id="1717791051622_1b18" data-module-name="Empower every employee to do more with Agentforce." data-module-position="1" data-module-type="headline"> <div class="image__wrapper"> <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png?w=1024" class="image__asset" alt="Salesforce’s Agentforce Assistant Has Arrived" sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png?resize=300,169 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png?resize=768,432 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2024/02/EinsteinCoPilot_NewsAnnouncement_v2.png?resize=1024,576 1024w" height="576" width="1024"/> </div> <div class="content__wrapper"> <div class="content__container"> <header class="oneup__blade-heading"> <h2 class="headline" style=" "> Empower every employee to do more with Agentforce. </h2> <div class="blade__description"> <p>Sales, service, commerce, and marketing teams can get work done faster and focus on what’s important, like spending more time with your customers. All with the help of a trusted advisor — meet your conversational AI for CRM.</p> </div> </header> <div class="cta_container flex flex--left ctas__1"> <pbc-button class="cta_button__wrapper" data-link-text="Explore more" data-link-url="https://www.salesforce.com/artificial-intelligence/einstein-ai-assistant/" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Explore more: Empower every employee to do more with Agentforce." href="https://www.salesforce.com/artificial-intelligence/einstein-ai-assistant/" > Explore more </a> </pbc-button> </div> </div> </div> </article> </div> </section> </div><div data-blade-id="1715380591865_eur" data-blade-position="12" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="conversational" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715380591865_eur" data-module-name="How conversational AI transforms business operations" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> How conversational AI transforms business operations </h2> </header> <div class="blade__description"> <p>Conversational AI is also transforming the way businesses function across departments, leading to more efficient workflows and improved customer experiences. Here are just some of the ways organizations are combining this technology with <a href="https://www.salesforce.com/agentforce/what-are-virtual-agents/" target="_self"><ins>virtual agents</ins></a> to improve their operations.</p> </div> </article> </div> </section> </div><div data-blade-id="1739905093415_iaw" data-blade-position="13" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1739905093415_iaw" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739905093415_iaw" data-module-name="Conversational AI for sales" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Conversational AI for sales </h3> </header> <div class="blade__description"> <p><a href="https://www.salesforce.com/sales/artificial-intelligence/" target="_self"><ins>AI for sales</ins></a> is fundamentally changing how teams prospect and close deals. Conversational AI, particularly through tools like <a href="https://www.salesforce.com/agentforce/" target="_self"><ins>Agentforce</ins></a> — the <a href="https://www.salesforce.com/agentforce/what-is-agentic-ai/" target="_self"><ins>agentic layer</ins></a> of the Salesforce platform —autonomously engages with prospects, handles initial qualification, and books meetings for sales representatives. The technology also helps sales teams prioritize leads, prepare for meetings, and maintain consistent follow-up communication with:</p> <ul> <li>Autonomous outreach to warm leads across email, SMS, and social channels</li> <li>Real-time meeting scheduling and qualification</li> <li>Deal guidance and next-best-action recommendations</li> <li>Automated creation of sales collateral and proposals</li> </ul> </div> </article> </div> </section> </div><div data-blade-id="1739905121100_5c1" data-blade-position="14" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1739905121100_5c1" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739905121100_5c1" data-module-name="Conversational AI for customer service" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Conversational AI for customer service </h3> </header> <div class="blade__description"> <p>In <a href="https://www.salesforce.com/service/ai/" target="_self"><ins>AI service operations</ins></a>, conversational AI provides omnichannel support that adapts to customer preferences. Advanced AI agents can handle complex queries across multiple channels while maintaining context and personalizing responses based on customer history. This allows employees to focus on cases that require more empathy and complex problem-solving while agents provide:</p> <ul> <li>24/7 multilingual support across web, mobile, and messaging platforms</li> <li>Proactive issue resolution based on customer behavior patterns</li> <li>Automated case routing and prioritization</li> <li>Personalized self-service experiences</li> </ul> </div> </article> </div> </section> </div><div data-blade-id="1739905146520_k2b" data-blade-position="15" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1739905146520_k2b" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739905146520_k2b" data-module-name="Conversational AI for marketing" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Conversational AI for marketing </h3> </header> <div class="blade__description"> <p>With <a href="https://www.salesforce.com/marketing/ai/" target="_self"><ins>marketing AI</ins></a>, teams can use conversational AI to create more engaging, personalized campaigns. The technology helps analyze customer data, optimize content, and automate campaign management while maintaining a consistent brand voice across all channels. The benefits to marketing teams include:</p> <ul> <li>Real-time campaign optimization</li> <li>Personalized content recommendations</li> <li>Automated email response management</li> <li>Social media engagement and monitoring</li> </ul> </div> </article> </div> </section> </div><div data-blade-id="1739905172059_8y2" data-blade-position="16" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1739905172059_8y2" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739905172059_8y2" data-module-name="Conversational AI for commerce" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Conversational AI for commerce </h3> </header> <div class="blade__description"> <p>Conversational <a href="https://www.salesforce.com/commerce/ai/" target="_self"><ins>AI for commerce</ins></a> can help agents act as personal shopping assistants, helping customers find products and making tailored recommendations. This technology can boost conversion rates by providing immediate, tailored guidance for customers in their shopping journey, including:</p> <ul> <li>Personalized product recommendations</li> <li>Inventory and availability updates</li> <li>Automated order status tracking</li> <li>Interactive buying guides</li> </ul> </div> </article> </div> </section> </div><div data-blade-id="1739905189528_jw7" data-blade-position="17" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1739905189528_jw7" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739905189528_jw7" data-module-name="Conversational AI for developer operations" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Conversational AI for developer operations </h3> </header> <div class="blade__description"> <p>For technical teams, combining conversational AI with your operations <a href="https://www.salesforce.com/platform/" target="_self">platform</a> streamlines development processes and improves code quality. Developers can work more efficiently while maintaining best practices and security standards with skills like:</p> <ul> <li>Code review and optimization</li> <li>Documentation assistance</li> <li>Bug detection and troubleshooting</li> <li>Development environment setup</li> </ul> </div> </article> </div> </section> </div><div data-blade-id="1739907217445_lpm" data-blade-position="18" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1739907217445_lpm" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739907217445_lpm" data-module-name="Conversational AI for finance and revenue operations" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Conversational AI for finance and revenue operations </h3> </header> <div class="blade__description"> <p>Conversational AI is transforming <a href="https://www.salesforce.com/financial-services/artificial-intelligence/" target="_self">financial services</a> by automating complex processes while maintaining security and compliance. The technology can handle everything from routine transactions to sophisticated financial analyses that include:</p> <ul> <li>Fraud detection and prevention</li> <li>Automated invoice processing</li> <li>Personalized banking services</li> <li>Regulatory compliance monitoring</li> </ul> </div> </article> </div> </section> </div><div data-blade-id="1739907255983_o28" data-blade-position="19" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1739907255983_o28" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739907255983_o28" data-module-name="Conversational AI for customer engagement" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Conversational AI for customer engagement </h3> </header> <div class="blade__description"> <p>AI doesn't just handle support tickets - it builds relationships. Here's what that looks like in different industries:</p> <ul> <li><a href="https://www.salesforce.com/healthcare-life-sciences/healthcare-artificial-intelligence/" target="_self"><strong><ins>Healthcare</ins></strong></a><strong>: </strong>Smart scheduling and friendly reminders</li> <li><a href="https://www.salesforce.com/automotive/artificial-intelligence/" target="_self"><strong><ins>Automotive</ins></strong></a><strong>: </strong>Timely maintenance heads-ups</li> <li><a href="https://www.salesforce.com/travel-hospitality-transportation/transportation/" target="_self"><strong><ins>Transportation</ins></strong></a><strong>:</strong> Real-time updates when plans change</li> <li><a href="https://www.salesforce.com/government/artificial-intelligence/" target="_self"><strong><ins>Government services</ins></strong></a><strong>:</strong> Clear, simple information delivery</li> <li><a href="https://www.salesforce.com/travel-hospitality-transportation/hospitality/" target="_self"><strong><ins>Hospitality</ins></strong></a><strong>:</strong> Personalized guest experiences</li> </ul> </div> </article> </div> </section> </div><div data-blade-id="1717453654488_gyj_4453718" data-blade-position="20" data-blade-name="sf/promotion" data-blade-variant="promotion" data-blade-source="www" data-blade-type="blade"> <section id="1717453654488_gyj_4453718" class="relative promotion--blade promotion--right-image" > <div class="container pb-shadow pb-large-corner container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main promotion_layout--full_height theme--light_gradient" data-module-id="1717453654488_gyj_4453718" data-module-name="AI Built for Business" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <div class="image__wrapper mobile-pt-0 promotion_layout--full_height-image_wrapper relative " > <img loading="lazy" src="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/09/marquee-artifical-intelligence-by-departments-apps.png?w=1024" class="image__asset" alt="A welcome message with Astro holding up the Einstein logo." sizes="100vw" srcset="https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/09/marquee-artifical-intelligence-by-departments-apps.png?resize=150,150 150w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/09/marquee-artifical-intelligence-by-departments-apps.png?resize=300,300 300w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/09/marquee-artifical-intelligence-by-departments-apps.png?resize=768,768 768w,https://wp.sfdcdigital.com/en-us/wp-content/uploads/sites/4/2023/09/marquee-artifical-intelligence-by-departments-apps.png?resize=1024,1024 1024w" height="1024" width="1024"/> </div> <div class="content__wrapper pt-64 mobile-pb-8 mobile-pt-40 mobile-ml-32 mobile-mr-32 pb-64 promotion_layout---image-content_wrapper"> <header class="promotion__blade-heading"> <h2 class="pbc-g-text-display-4 mt-0 mb-24 mobile-mb-16" style=" "> AI Built for Business </h2> <div class="blade__description pbc-g-text-body-1-2 mb-48 mobile-mb-32"> <p>Enterprise AI built directly into your CRM. Maximize productivity across your entire organization by bringing business AI to every app, user, and workflow. Empower users to deliver more impactful customer experiences in sales, service, commerce, and more with personalized AI assistance.</p> </div> </header> <div class="cta_container flex flex--full_height ctas__2"> <pbc-button class="cta_button__wrapper" data-link-text="Watch the sales demo" data-link-url="https://www.salesforce.com/form/sales/sales-ai-demos/?d=pb" data-link-type="primary cta" > <a class="cta_button" data-size="" data-variant="primary" data-stacking="default" aria-label="Watch the sales demo: AI Built for Business" href="https://www.salesforce.com/form/sales/sales-ai-demos/?d=pb" target="_blank" rel="noopener" > Watch the sales demo </a> </pbc-button> <pbc-button class="cta_button__wrapper" data-link-text="Watch the service demo" data-link-url="https://www.salesforce.com/form/service-cloud/ai-for-customer-service-demo/?d=pb" data-link-type="secondary cta" > <a class="cta_button" data-size="" data-variant="secondary" data-stacking="default" aria-label="Watch the service demo: AI Built for Business" label="Watch the service demo" href="https://www.salesforce.com/form/service-cloud/ai-for-customer-service-demo/?d=pb" target="_blank" rel="noopener" > Watch the service demo </a> </pbc-button> </div> </div> </article> </div> </section> </div><div data-blade-id="1715380721146_17j" data-blade-position="21" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="overcoming" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1715380721146_17j" data-module-name="Overcoming challenges of conversational AI" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> Overcoming challenges of conversational AI </h2> </header> <div class="blade__description"> <p>While conversational AI offers tremendous benefits, organizations must address some key challenges to ensure the successful <a href="https://www.salesforce.com/agentforce/build-ai-agent/" target="_self"><ins>implementation of AI agents</ins></a>. Here's how businesses are effectively managing these concerns, particularly through advanced technology like Agentforce.</p> </div> </article> </div> </section> </div><div data-blade-id="1739907332519_hcp" data-blade-position="22" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1739907332519_hcp" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739907332519_hcp" data-module-name="Data security and privacy" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Data security and privacy </h3> </header> <div class="blade__description"> <p>Handling sensitive customer information in AI conversations requires robust security measures. AI agents address this through enterprise-grade security protocols, encryption, and strict data governance policies. For example, Agentforce's <a href="https://www.salesforce.com/agentforce/what-is-a-reasoning-engine/atlas/" target="_self"><ins>Atlas Reasoning Engine</ins></a> ensures every interaction is grounded in your trusted business data while maintaining security compliance.</p> </div> </article> </div> </section> </div><div data-blade-id="1739907356462_cij" data-blade-position="23" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1739907356462_cij" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739907356462_cij" data-module-name="Bias and fairness" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Bias and fairness </h3> </header> <div class="blade__description"> <p>AI systems can inadvertently perpetuate biases present in training data. To mitigate this, modern conversational AI platforms should employ regular monitoring and auditing of AI responses and diverse training datasets that represent all user groups. Clear guidelines for inclusive language are also essential, as are built-in safeguards against discriminatory outcomes.</p> </div> </article> </div> </section> </div><div data-blade-id="1739907379334_12aq" data-blade-position="24" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1739907379334_12aq" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739907379334_12aq" data-module-name="Workforce impact and adoption" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> Workforce impact and adoption </h3> </header> <div class="blade__description"> <p>Concerns about AI replacing jobs are common, but conversational AI serves to augment human capabilities rather than replace them. To successfully implement these changes — and promote adoption of the technology — put together a communication plan about AI's role in supporting, not replacing, employees.</p> <p>Training programs will help staff work effectively alongside AI and show them the ways AI will free them up to focus on high-value tasks that require emotional intelligence and complex decision-making. Also, be sure to set up an ongoing motion to measure and share productivity gains from AI adoption.</p> </div> </article> </div> </section> </div><div data-blade-id="1739907439317_pe1" data-blade-position="25" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="1739907439317_pe1" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739907439317_pe1" data-module-name="System reliability and performance" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h3 class="headline text__headline--medium" style=" "> System reliability and performance </h3> </header> <div class="blade__description"> <p>Ensuring consistent, accurate responses is crucial for maintaining user trust. <a href="https://www.salesforce.com/agentforce/agentic-systems/" target="_self"><ins>Agentic systems</ins></a> like Agentforce address this through continuous monitoring of AI performance, built-in escalation paths to human agents, regular updates that improve response accuracy, and testing capabilities to ensure reliable ongoing operation. Training programs will help staff work effectively alongside AI and show them the ways AI will free them up to focus on high-value tasks that require emotional intelligence and complex decision-making. Also, be sure to set up an ongoing motion to measure and share productivity gains from AI adoption.</p> </div> </article> </div> </section> </div><div data-blade-id="1739907299034_122j" data-blade-position="26" data-blade-name="sf/textmainbody" data-blade-variant="textmainbody" data-blade-source="www" data-blade-type="blade"> <section id="next" class="relative textmainbody--blade" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <article class="grid grid_main text--left theme--light_gradient" data-module-id="1739907299034_122j" data-module-name="What’s next for conversational AI?" data-module-position="1" data-module-type="headline" data-module-track-impressions=""> <header class="textmainbody__blade-heading grid grid_sub"> <h2 class="headline text__headline--large" style=" "> What’s next for conversational AI? </h2> </header> <div class="blade__description"> <p>If you're excited about conversational AI, the next step is exploring AI agents. You can even get hands-on and <a href="https://trailhead.salesforce.com/content/learn/projects/quick-start-build-your-first-agent-with-agentforce" target="_blank" class="link__new-tab"><ins>build your own</ins><img class="link__new-tab-icon" alt="Opens in a new window"></a>. Powered by LLMs, agents integrate with <a href="https://www.salesforce.com/crm/" target="_self"><ins>CRMs</ins></a> and help teams manage tasks, analyze data, and connect workflows effortlessly.</p> <p>Interest in adopting conversational AI is growing, along with the <a href="https://www.salesforce.com/agentforce/ai-agents-roi-calculator/" target="_self">ROI</a> potential. To take the next step, assess your business needs and explore how conversational AI can help your team be more productive while serving customers better. Have a look at how <a href="https://www.salesforce.com/agentforce/why" target="_self"><ins>Agentforce can help</ins></a>.</p> </div> </article> </div> </section> </div><div data-blade-id="1668667220025_8dd_4453725" data-blade-position="27" data-blade-name="sf/nup" data-blade-variant="nup" data-blade-source="www" data-blade-type="blade"> <section id="1668667220025_8dd_4453725" class="relative nup--blade nup--link_below layout--4 nup--card_resource" > <div class="container container--min-spacing-bottom container--min-spacing-top"> <div class="grid grid_main nup nup__4 nup__gridFour theme--light_gradient"> <header class="nup__blade-heading text--center"> <h2 class="headline" style=" "> Learn more about AI agents and how they can help your business. </h2> </header> <div class="cards"> <article class="card card__1 card__wrapper theme--light_gradient" data-module-track-impressions="" data-module-id="1668667220231_seq" data-module-name="What Are AI Agents? 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