206: Building Chatbots with Apex

Salesforce Developer Podcast

Join me and our guests Keegan Klauke and Subi Philip from MRE Consulting as we journey back in time to explore their early experiences with computers. Keegan shares his passion for computer hardware and programming, sparked by early video games, while Subi talks about his initial coding experience in high school. From their first encounters with the Commodore 64 to their entrance into the Salesforce ecosystem, their stories provide a unique look into the evolution of computer technology.

Listen in as we explore the integration of chatbots with Apex processes, discussing the different use cases for designing chatbots and the importance of AI in understanding customer intent. We address concerns about toxicity and hallucinations in chatbot behavior and how to prevent them. We also discuss the process of designing and testing chatbots within the Salesforce ecosystem, discussing the importance of mapping user questions to predefined intents and providing structured responses.

Whether you're looking to build modern chatbots within the Salesforce platform or simply interested in the evolution of technology, this episode is packed with valuable insights.

Show Highlights:

• The design and use of chatbots within the Salesforce platform.

• The significance of leveraging AI in chatbot design to understand customer intent and prevent potential discrepancies.

• The importance of mapping user interactions and providing structured responses to avoid incorrect or offensive chatbot responses.

• The challenges of automating testing for chatbots are discussed, stressing the need for human intervention.

• Insights for those interested in building modern chatbots within the Salesforce platform.

Links:

• Keegan on LinkedIn: https://www.linkedin.com/in/keegan-klauke/

• Subi on LinkedIn: https://www.linkedin.com/in/subiphilip/

• MRE Website Link: https://mre-consulting.com/technologies/salesforce/

• Our MRE Blog Post on Chatbots & AI: https://mre-consulting.com/insights/improving-customer-experience-and-self-service-with-chatbots-ai/

• Einstein Bot Developer Cookbook: https://developer.salesforce.com/docs/atlas.en-us.bot_cookbook.meta/bot_cookbook/bot_cookbook_overview.htm

• Chat LWC Pack: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000FoirpUAB

• Chat LWC Pack (GitHub): https://github.com/Colatabajonies/Chat-Lightning-Web-Component-Pack