Today’s AI agents are powerful tools for businesses looking to better connect with their customers. They can hold conversations, reason through multistep problems, take independent action across systems, and more. But large language models are probabilistic in nature and excel only with the right context, data, and instruction. Otherwise, they can deliver incorrect answers and even take incorrect actions. Rather than leave businesses to decide between AI agents and an old-school, purely deterministic approach, which keeps things safe by adhering to strict rules but offers a limited range of abilities, Salesforce combines them: 1️⃣ The probabilistic model handles language and reasoning and predicts the most likely answer to a question. 2️⃣ The deterministic layer includes preset deterministic business logic, workflows, and permissions, so every action or response is subjected to a company’s prescribed policies, procedures, or escalations to humans. Kathy Baxter, Principal Architect of Ethical AI at Salesforce explains how pairing a probabilistic model with deterministic logic gives agents the ability to take action — without giving up the guardrails. salesforce.com/news/stories/…