We have covered an overview of Einstein Copilot in Overview of Einstein Copilot – Mortgage Banking Technology | Origination Strategy Consulting (takefiveconsulting.com). This article explains how Einstein Copilot works.
Einstein Copilot has three basic components: the copilot, actions, and the reasoning engine.
Copilot
Einstein Copilot is an innovative conversational AI assistant seamlessly integrated into the Salesforce interface. It has the ability to execute various business tasks on behalf of users within your Salesforce organization.
Actions
Actions are the backbone of how Einstein Copilot accomplishes tasks. Each copilot comes equipped with a library of actions. For instance, if a loan officer seeks assistance from Einstein Copilot in composing an email, the copilot initiates an action capable of drafting, revising, and grounding the email in relevant Salesforce data.
Salesforce offers a range of standard actions which come pre-packaged with Einstein Copilot, providing essential functionalities to users with permission to access Copilot.
Standard Actions
- Some are universally available, others are designed to integrate seamlessly with specific clouds or products, necessitating additional licenses.
- Certain standard actions are deemed critical for the fundamental operation of the copilot and are categorized as system actions, which cannot be removed from your copilot.
- Identify Record by Name (system action): Searches for Salesforce records by name and returns a list of matching records IDs. For example: “Show me the loan records of Emily Carter Realtor Partner.”
- Identify Object by Name (system action): Interprets the user’s input to decide which object the user is referring to, then returns the object’s name so additional actions can be taken. For example, if the user enters, “List the loans for the Emily Carter account” in the copilot chat window, the action identifies that user is requesting information related to the Account object and Loan object.
- Query Records (system action): Finds and retrieves Salesforce records based on the user’s request and specific conditions, such as the values of fields. For example: “Find all open loans approaching closing date this quarter sorted by created date.”
- Query Records with Aggregate (system action): Answers aggregation questions about Salesforce data, such as count, sum, max, min, or average. For example: “How many loans were created in the past 5 days?”
- Summarize Record: Summarizes a single Salesforce CRM record. For example: “Create a summary for the Contact John Smith.”
- Draft or Revise Sales Email: Creates a borrower email draft or revises the latest generated email based on the user’s input. For example: “Help me an email to John Smith to send documents.”
- Answer Questions with Knowledge: Answers a question from a user based on information from relevant knowledge articles. For example: “What is the policy for less interest rate?” (Requires a Knowledge license.)
Custom Actions
To tailor your copilot’s assistance to suit the unique processes and workflows of your business, you have the option to create custom actions.
When crafting a custom action, you can leverage existing platform functionality to integrate desired features into Einstein Copilot like invocable Apex classes, autolaunched flows, and prompt templates.
The functionality of launching actions during conversations with an end user is facilitated by Einstein Copilot’s reasoning engine, which will be discussed in an upcoming article.
To learn more, click How Einstein Copilot Works (salesforce.com)
Take Five Consulting is a technology company, based in Virginia U.S., that specializes in the Mortgage Banking vertical especially LOS implementation and application development. Take Five Consulting creates and implement mortgage technology and software specifically for Mortgage Industry.
