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Salesforce Unveils Einstein Service Agent an Autonomous AI Agent which would Revolutionise Chatbot Experiences

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Salesforce on Friday announced  Salesforce’s first fully autonomous AI agent. Einstein Service Agent makes conventional chatbots obsolete with its ability to understand and take action on a broad range of service issues without preprogrammed scenarios, helping make customer service far more efficient.

Unlike traditional chatbots — which can only handle specific queries that have been explicitly programmed into their system and don’t understand context or nuance — Einstein Service Agent is intelligent and dynamic. Built on the Einstein 1 Platform, Einstein Service Agent interacts with large language models (LLMs) by analysing the full context of the customer’s message and then autonomously determining the next actions to take.

It uses generative AI to create conversational responses — grounding its responses in a company’s trusted business data, including Salesforce CRM data — tailored to a company’s brand voice, tone, and guidelines with a few clicks. For service organisations, this means they can offload a large number of tedious inquiries that bog down their productivity so they can focus on tasks that require a human touch. For customers, this means they get the answers they need much faster because they no longer need to wait for human agents.

Einstein Service Agent is standing ready 24/7 to communicate with customers in natural language, respond across self-service portals and messaging channels, and perform tasks proactively while operating within clear guardrails that companies can define using the Einstein 1 Platform. And when more complicated, high-touch issues arise, requiring escalation to a human worker based on the parameters set by the company, Einstein Service Agent performs the handoff quickly and easily.

Currently in pilot and generally available later this year, Einstein Service Agent can be set up in minutes with user-friendly interfaces, pre-built templates, and low-code actions and workflows.

“Salesforce is delivering a future where human and digital agents join forces to improve the customer experience,” said Linda Saunders, Head Solution Engineering for Africa. “Einstein Service Agent, our first fully autonomous AI agent, will not just complete service jobs on its own; it will augment how human agents work and completely transform how service teams operate, making them far more efficient and productive. We are reimagining customer service for the AI era.”

Studies show most companies use chatbots today, but 81% of customers would rather wait to speak to a live agent because the current generation of chatbots aren’t meeting their expectations and the experience can be frustrating. Yet, 61% of customers say they’d rather use self-service to resolve simple issues, underscoring an opportunity and need to deliver more intelligent, autonomous agents powered by generative AI.

Einstein Service Agent has fluid, intelligent conversations with customers. It uses its reasoning engine to interpret and process information to provide answers and solve problems for customers. The advanced reasoning engine interacts with LLMs by analysing the full context of the customer’s input to understand their intent, drawing logical inferences from the data, and connecting various pieces of information to determine the right set of actions to take.

Einstein Service Agent executes those actions and uses generative AI to create responses that align with a company’s brand voice, tone, and guidelines.

Einstein Service Agent grounds its responses in a company’s trusted business data, including Salesforce CRM data. Using Data Cloud and Unified Knowledge, companies can even integrate data and knowledge from third-party systems, like SharePoint, Confluence, Google Drive, and company websites and files, to help Einstein Service Agent generate accurate responses that are personalised to every customer’s specific needs and preferences.

Einstein Service Agent is built on the Einstein 1 Platform and leverages the Einstein Trust Layer to perform functions like masking personally identifiable information (PII) and defining clear parameters and guardrails for Einstein Service Agent to follow.

Einstein Service Agent doesn’t require thousands of lengthy structured dialogues for setup. It can be turned on in minutes with its out-of-the-box templates, Salesforce components, and an LLM. Companies can even reuse existing Salesforce objects, like flows, Apex code, and prompts, to equip Einstein Service Agent with skills faster and create custom actions that are specific to their business needs using a low-code builder and natural language instructions to save time and money.

Einstein Service Agent can assist customers anytime across self-service portals and messaging channels, like WhatsApp, Apple Messages for Business, Facebook Messenger, and SMS. Because Einstein Service Agent understands text, images, video, and audio, customers can send photos when their issue is too difficult to explain in words.

If an inquiry is off topic or falls outside of Einstein Service Agent’s scope, it will easily transfer the conversation to a human agent using Service Cloud. The human agent will have full context of the conversation and can pick up where Einstein Service Agent left off without asking the customer to repeat themselves.


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Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

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ATCON Says Telecom Network Under Threat, Urges Stronger Efforts to Protect Infrastructure

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Association of Telecommunications Companies of Nigeria (ATCON), umbrella organization for all telecommunications and ICT companies operating in Nigeria, has warned that telecom networks in the country are under threat from infrastructure attacks and vandalism.

ATCON Says Telecom Network Under Threat, Urges Stronger Efforts to Protect Infrastructure

Tony Emoekpere, president, ATCON, who stated this during an interview with Channels Television, has called for stronger protection of communication infrastructure nationwide.

He also urged  Nigerians to treat telecom assets as critical to national development.

Emoekpere said operators in the telecommunications sector are not indifferent to the quality of service delivered to consumers, noting that industry stakeholders are already working closely with regulators, including the Nigerian Communications Commission (NCC), to tackle persistent challenges affecting network performance.

Emoekpere stressed that many of these challenges are beyond the direct control of operators and require stronger public cooperation in protecting telecom infrastructure.

He added that infrastructure destruction remains one of the biggest threats to service quality and network stability in Nigeria.

According to him, telecom assets should be regarded as essential national infrastructure that must be safeguarded by all citizens.

He said, “We’re here complaining about poor service, but when we see people vandalising infrastructure, we don’t complain; when we see people cutting cables, we don’t report.”

He further urged Nigerians to be more proactive in reporting acts of vandalism to the appropriate authorities.

Emoekpere warned that continued damage to telecom facilities will only worsen the quality of service experienced by consumers across the country.

He called for stronger awareness campaigns to educate the public on the importance of protecting communication infrastructure.

He also emphasized that improving service delivery requires shared responsibility between operators, regulators, and citizens.

He appealed for collective action to safeguard telecom infrastructure, noting that its protection is key to improving connectivity and driving national development


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NIMC Launches WhatsApp, Live Chat Support for Faster NIN Services

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National Identity Management Commission (NIMC) has introduced new digital customer support channels, including WhatsApp and live chat services, to improve accessibility and service delivery for Nigerians and legal residents seeking assistance with National Identification Number (NIN) related issues.

NIMC Launches WhatsApp, Live Chat Support for Faster NIN Services

NIMC

NIMC disclosed this in a statement, saying the initiative forms part of its ongoing digital transformation and customer service reforms.

According to the commission, the new support channels include a live chat feature on its official website and an official WhatsApp platform designed to provide faster and more convenient access to customer support services.

Members of the public can now access support through the Live Chat feature on the NIMC website via www.nimc.gov.ng and the official WhatsApp support line: +234 701 566 6971.

The commission said the initiative aligns with efforts to improve public sector efficiency and enhance access to government services through technology-driven solutions.

NIMC noted that the new platforms would enable users to receive prompt responses to enquiries, real-time guidance, and improved customer interaction without necessarily visiting physical offices.

The commission said the move reflects its commitment to service innovation, citizen-centred engagement, and efficient identity management service delivery.

Under the leadership of Director-General and Chief Executive Officer, Engr. Abisoye Coker-Odusote, NIMC said it had continued implementing reforms and digital solutions aimed at expanding access, strengthening public trust, and improving service delivery.

The commission encouraged Nigerians and legal residents to utilise the official platforms for verified information, assistance, and updates on NIN services and related identity management matters.

It also advised members of the public to remain vigilant and engage only through official communication channels to avoid fraud, scams, and misinformation.

The statement was signed by Kayode Adegoke, Head of Corporate Communications Unit, NIMC.


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QNET Spotlights Mothers as Unsung Heroes of Family Wellness

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As families across the world celebrate Mother’s Day, QNET, a global lifestyle and wellness-focused direct selling company, honours mothers as the everyday force behind healthier homes, stronger families, and more resilient communities. From managing households and supporting family wellbeing to balancing careers and personal responsibilities, mothers play a central role in sustaining daily life. Yet, amid these responsibilities, their own wellness is often overlooked.

QNET

In today’s fast-paced environment, the demands of modern living continue to take a toll on human energy and well-being. Alarmingly, recent surveys indicate that 75% of Nigerian employees experience work-related stress, with 60% reporting persistent feelings of overwhelm.

These pressures are often compounded by economic realities that require many individuals to juggle multiple responsibilities or income streams. For women, particularly mothers, this burden is even greater. Beyond professional demands, they often take on the primary role of managing household well-being, childcare, and daily routines.

This continuous cycle of responsibility leaves little time for rest, recovery, or intentional self-care, increasing the risk of long-term physical and mental strain.

At the same time, access to basic wellness essentials remains a challenge. According to data from the WHO and UNICEF Joint Monitoring Programme, 28% of Nigerians lack access to basic drinking water, approximately 75% lack basic sanitation, two-thirds do not live in premises with a handwashing facility that includes soap and water, while 20% practice open defecation.

In many homes, ensuring safe water and overall family health largely falls to mothers, further reinforcing their central role in household well-being. This reality highlights the importance of recognising and celebrating mothers who consistently take on this responsibility, often placing the needs of their families above their own.

Commenting on the significance of the global observance, Ayokunmi Solesi, General Manager for QNET Nigeria, said, “Mothers are the backbone of many households. They give their time, energy, and care so consistently that their own well-being can sometimes take a back seat. Mother’s Day is an important reminder that supporting mothers’ health and wellness is not just a personal priority, but a family and societal one.”

He added that this perspective aligns with QNET’s 2026 global campaign, “Energised, Every Day,” which focuses on practical solutions that support everyday living. “When mothers are well-supported and energised, it positively impacts the entire household. Wellness should be part of daily life.”

As conversations around health continue to evolve, there is a growing shift towards preventive and lifestyle-based wellness – simple, consistent actions that support long-term vitality. This includes prioritising proper nutrition, hydration, rest, and balance as part of everyday routines, particularly for individuals managing demanding schedules.

Supporting this approach, QNET offers a range of products designed to fit seamlessly into daily life. Its nutritional supplement, EDG3 Plus, provides essential nutrients that contribute to daily vitality and help individuals maintain energy levels throughout busy days.

Recognising the importance of safe hydration in overall health, the HomePure Nova helps improve the quality of drinking water at home, supporting healthier households and reducing exposure to common water impurities.

In many Nigerian homes, where women play a key role in managing family health, access to cleaner water remains an essential part of everyday wellbeing.

Complementing this is the Amezcua Bio Disc 3, part of QNET’s wellness range, designed to support overall wellbeing across different aspects of daily life. Its versatile use within the home – from supporting food preservation to enhancing water quality and contributing to a more balanced living environment – makes it a practical wellness companion for families, particularly mothers managing multiple household needs.

As Mother’s Day is observed this year, QNET encourages families and communities to not only celebrate mothers but also to actively support their wellbeing. By creating healthier homes and encouraging better daily habits, the company reinforces its belief that true wellness begins with everyday choices and with those who hold the family together.


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