Products11月14日 03:54

Salesforce 将时序基础模型 Moirai 接入 Service Cloud 秋季版，用于预测人工与 AI 客服混合排班

Official accountSalesforce AI Research@SFResearch

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Why we picked it

Salesforce 把自家时序预测模型 Moirai 装进了客服产品，用来同时预测人工坐席和 AI 客服智能体的工作量排班。做客服运营或企业服务采购的可以看看，传统 WFM 工具只管人，这个把 AI agent 也算进了产能。

Salesforce 在 Service Cloud 秋季版发布中宣布，其时序基础模型 Moirai 已接入 agentic Workforce Engagement Management，帮助企业预测客服需求并安排人力。

Salesforce 将时序基础模型 Moirai 接入 Service Cloud 秋季版，用于预测人工与 AI 客服混合排班 — Image · Salesforce AI Research

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模型的服务对象是混合团队：既包括人工客服代表，也包括 AI 客服智能体。这意味着排班和容量规划需要同时考虑两类“员工”的工作量。

Moirai 此前由 Salesforce Research 作为通用时序预测基础模型发布，此次是其从研究走向 Service Cloud 产品化落地。对客服运营团队而言，随着 AI 智能体承担越来越多的咨询量，传统只看人工坐席的排班预测方法已经不够用了。

Original · Salesforce AI Research

📢 Service Cloud Fall Release: Moirai, our time-series foundation model, now powers agentic Workforce Engagement Management, helping service leaders predict demand and staffing for hybrid teams of human reps and AI agents.

https://t.co/i92f9JEGcs

#EnterpriseAI #AgenticAI

Industry Coordinates & Source Verification

This report is categorized under AITOP's "Products" desk, focusing on US frontier AI labs and Silicon Valley technology leaders. Within our cross-regional analytical framework, it directly maps to AI developer toolchains, coding agents, and engineering workflows and US-China foundation model benchmarks and commercialization comparison. Key entities and technical topics under continuous tracking include Moirai, Salesforce, Service Cloud, Workforce Engagement.

Source attribution: curated from Salesforce AI Research (@SFResearch).

#Moirai #Salesforce #Service Cloud #Workforce Engagement #time series forecasting

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