This interview with Silvio Savarese, Chief Scientist & Head of AI Research at Salesforce, focuses on eVerse, their simulation tool designed to train AI voice agents for customer service. Savarese explains that traditional phone menus fail for complex customer issues, necessitating AI agents that can handle nuanced human language. eVerse generates synthetic data to simulate messy, unpredictable real-world scenarios, including background noise and language ambiguities, to rigorously test agents' ability to generalize, rather than memorize. The tool continually identifies and fixes performance gaps through benchmarking and human annotation, ensuring agents develop empathy and appropriate responses in challenging situations. Salesforce's partnership with UCSF Health demonstrates eVerse's potential in healthcare billing, significantly increasing the automation of routine inquiries and using human-in-the-loop feedback to teach AI for complex cases, ultimately freeing human experts for more critical tasks.






