Salesforce used eVerse to develop Agentforce Voice, which the company announced in October. Agentforce Voice helps organizations build voice-enabled agents that can handle complex conversations in real-time. Prior to launch, Salesforce put Agentforce Voice through thousands of simulated conversations using eVerse. The simulations in eVerse’s virtual environments help teams train and stress test voice agents with background noise, accents, crosstalk, and other complexities inherent in real-world operations.
“Think about bad cell phone connections, background noise, or heavy accents like my Italian accent,” Savarese said. “What we need are AI agents that can handle this in a way that is fluent, natural, and consistent. With eVerse, we can build these kinds of realistic voice interactions through simulations and use those simulations to evaluate how these agents behave.”
Healthcare pilot
Salesforce customer UCSF Health has also piloted eVerse. Clinical experts at the Californian hospital have been using eVerse to train and refine AI agents for healthcare billing. Sara Murray, MD, VP and chief health AI officer at UCSF Health, said eVerse has helped UCSF’s teams simplify one of the most complex parts of healthcare.
