Differences between Agentforce for Service and Einstein Bots

 Hi ,

There are a few differences between Agentforce for Service and Einstein Bots.

Agentforce for Service vs. Einstein Bots

Difference	Agentforce for Service	Einstein Bots
Setup	Sets up in minutes with prebuilt topics and actions. AI agents are powered by generative AI and large language models (LLMs) to provide flexibility and conversational capabilities similar to humans.	Set up requires you to manually train natural language models (NLMs) to understand customer language and design dialogs.
Maintenance	Update out-of-the-box topics, actions, and instructions—or quickly create your own as service requests increase. Improve performance easily by adding and iterating on natural language instructions.	Requires high maintenance to keep the dialogs and intents up to date and to train new dialogs and intents as service requests increase.
Context and Exception Handling	Understands human language and responds to follow-up questions and unplanned exceptions—has context of entire conversations.	Can’t understand human language and responds only to the most recent question—has no context of entire conversations.

Key Benefits of Agentforce for Service

Hi,

Key Benefits of Agentforce for Service:

Agentforce for Service offers flexible solutions to customer service challenges.


Responds 24/7: Answers questions, deflects cases, and meets service goals on channels at any time of day, whenever is convenient for your customer.

Replies naturally: Uses generative AI to craft conversational responses that understand context and match your brand’s voice.

Adds clarity: Instructs AI agents to ask questions specific to your business to gather and share more accurate information.

Handoffs to humans: Lets AI seamlessly transfer or escalate conversations to live agents who can solve more complex issues.

Deploys quickly: Sets up in minutes with service-specific templates and existing workflows. There’s no need to write dialogs, determine intents, maintain conversation trees, or train large language models (LLMs).

Grounded in trusted data: Grounds your AI agents in credible sources like your Knowledge articles, similar cases, and CRM data. All large language model (LLM) calls from Agentforce go through the Einstein Trust Layer on the Salesforce Platform, which keeps customer data safe.

Reference:

https://trailhead.salesforce.com/content/learn/modules/agentforce-service-agent-quick-look/get-started-with-agentforce-service-agent

https://www.salesforce.com/eu/agentforce/why/