Salesforce is making it easier for companies to automate routine service requests by bringing the Einstein Bots to its Service Cloud platform.
Built on Salesforce Customer Success Platform, the Service Cloud provides companies a 360-degree view of their customers and allows them to deliver faster, smarter, and personalized services. Companies use Salesforce Service Cloud to automate service processes, streamline workflows, and transform the agent experience.
According to Salesforce’s State of the Connected Customer report, 80% of customers say the experience a company provides is equally important as its products. Still many companies find it a challenge to better serve their customers.
First announced at the Dreamforce conference in November last year, the Einstein Bots for Service is aimed to help companies better respond and serve customers. Using machine learning and natural language processing, the new service will improve the interaction between companies and customers.
What Einstein Bots will do is respond on their own to the routine service requests, so that customers don’t have to wait for a human to respond. Further, these bots will gather customer information and pass it to human in case customers need further information.
“Artificial intelligence alone will not drive your business forward—AI must be connected to CRM data and guided processes so companies can create seamless experiences that put customers at the center,” said Bill Patterson, SVP and GM, Service Cloud, Salesforce. “Today is a big step forward in empowering our customers with an easy way to provide guided, intelligent service at scale.”
Along with Einstein Bots for Service, Salesforce also announced a couple of more new features— Lightning Flow for Service, and Einstein Next Best Action.
The Lightning Flow for Service will allow companies to provide guided service processes to customers, so that all the guesswork from customer interactions gets removed.
On the other hand, the Einstein Next Best Action uses predictive models and analyzes the conversations in real-time, so that companies can provide customers relevant recommendations and offers.
Einstein Bots and Lightning Flow for Service are now generally available, while the Einstein Next Best Action is currently in pilot.