Einstein Enhanced Bots can be integrated with Agentforce Service agents to create a hybrid architecture that optimizes customer service. The bot handles routine transactional tasks and acts as an intelligent orchestrator, routing complex inquiries to specialized Agentforce agents based on user intent. This approach reduces costs by reserving generative AI capabilities for non-deterministic cases while maintaining context through custom Messaging Session fields and Omni-Channel flows. The implementation uses dialog configuration, flow automation, and intent-based routing to ensure seamless handoffs between bot and agent.
Table of contents
Configure the Agentforce Service agentConfigure the Einstein Enhanced BotConfigure the transfer logic in an Einstein Enhanced BotTest the hybrid solutionConclusionResourcesAbout the authorsSort: