Introducing AI for Customer Service

As a business owner, it can be tough to balance productivity and delivering personalised customer service. But what if you could do both? Salesforce introduces the power of AI for customer service. Now you can save time and resources, and enhance customer experiences with user friendly, intuitive AI powered tools to boost productivity, resolve cases faster and deliver customer delight. With AI driven chat bots integrated right into Salesforce CRM, customers can resolve routine cases faster without needing to interact with an agent, saving agent time to resolve more complex cases. With AI, your agents can resolve cases on first contact, and inbuilt machine learning capability analyses new cases and automatically routes them to the most appropriate agent for the task. Once the agent receives the case, Service Cloud Einstein helps the agent with smart AI powered recommendations for replies, knowledge articles or next best steps. With the power of AI in customer service, you can identify and automate the most commonly occurring cases for faster resolution.

Einstein GPT for service significantly improves the quality and efficiency of service interactions by generating automated, contextual replies, summarizing interactions and building knowledge articles, all from your CRM data. And with the in-built Einstein Trust layer, you can rest assured that your data is always accurate, safe and secure. AI for customer service gives you the leverage to deliver best in class customer experiences that drive lifelong loyalty.

What is a chatbot?

A chatbot (from chat+robot) is a software program that digitally interacts with customers by voice or text communication to help them find what they are seeking.

With chatbots, customers and website visitors can interact with an intelligent software program to find answers quickly. More significantly, chatbot can help build customer loyalty by finding answers faster. And because they are automated and intelligent, chatbots free up agent time so they can work on more complex cases.

Here are the capabilities of Salesforce AI for Customer Service

Boost service team productivity.

Einstein GPT for Service

What if your CRM could sell for you, generate leads for you and find insights? What if CRM could deliver real time customer support, easily create flows and write code for you?

Enter Einstein GPT. The worlds first generative AI for CRM

Service Replies

Send personalized responses across any channel or device using your secure CRM data.

Work Summaries

Automate work summaries from case data and customer interaction history.

Knowledge Articles

Automate creation of knowledge articles based on interaction summary and share knowledge.

Personalize every interaction.

Service Cloud Einstein

Next Best Actions

Deliver intelligent, contextual, relevant recommendations to your customers, exactly when they need it.

Case Classifications

Automate incoming case traffic and redirect cases to the best fit agent.

Search for Knowledge

Optimize your knowledge base with intelligent insights and empower agents with relevant search results.

Scale intelligent solutions across all channels.

Einstein Bots

Salesforce Einstein bots enables customers to find answers to common issues quickly and automates routine tasks for employees so they can bring more focus and understanding into complex conversations. Let’s discover how Einstein bots help you to automate omnichannel customer experiences at scale.

1. Personalised Engagement

First and foremost, make it very easy for customers to get answers quickly with connected self-service engagement. Einstein bots can be layered on top of any digital channel, giving customers the flexibility to seek support on the channel of their choice. And because Einstein embedded into the Salesforce platform, they are already connected with your existing CRM data, knowledge articles and workflows. The Al from these resources can be embedded directly into the conversation. This allows customers the flexibility to take action on their terms with guided step by step processes in their preferred language for a more personalised experience. All of this through a single bot.

2. Seamless Agent handoffs

Next make it seamless for agents to pick up from where the bot left off without any disconnect. Einstein bots collect and qualify customer information upfront allowing for a seamless handoff to the right agent. It provides the conversation transcripts for complete context, so customers don’t have to repeat themselves. And with a 360-degree view of the customer, agents have everything they need to keep the conversation going, all from a single screen.

3. Build Bots Fast

Empower admins to build bot experiences faster than ever. With prebuilt templates, admins can create a new bot with just a few clicks. Bots are complete with built in permissions, dialogues, and workflows to handle common sales and service use cases. For FAQ based bots, admins can quickly train bots to search and serve up answers from existing knowledge articles directly in the conversation. And it’s easy to update bot conversation flows and configuration with simple click and drag functonality in the bot builder.

4. AI Powered Bots and performance tracking

Finally, admins can enhance bot experiences using customer data and AI powered insights. Based on data archives of previous customer conversations, intelligent recommendations allow admins to generate intents and dialogues for common use cases. For moving the manual topic identification process and with out of the box analytics and tracking bot performance, admins can continue to improve bot interactions.

Bot Builder

Use an intuitive, click and drag interface to create and launch bots quickly.

Multilingual Bots

Extend customer service to multiple geographies with bots that support multiple languages.

Einstein Bots API

Extend the power of Einstein Bots to any platform.

Extend your customer service with the power of AI across all products from the Customer 360 platform.

Service Cloud

Improve productivity, lower costs, and boost customer satisfaction at scale with Service Cloud

Einstein Bots

Resolve cases faster than ever at scale and extend 24/7 customer support across channels with AI-powered chatbots.

Service Automation

Scale support and improve customer satisfaction with personalized, intelligent automation powered by your CRM data.

Knowledge Management

Empower agents and customers to find the best answers quickly and close cases faster.

Flow Library

Leverage pre-built templates and automate across the organization.

Flow Orchestration

Create and deploy multi-user, multi-step processes quickly to accelerate productivity.

Self-Service

Reduce costs and improve efficiency by empowering customers to find answers using self-service mode.

What’s next for chatbots?

Chatbots are transforming the way brands interact with customers, manage marketing campaigns, and automate payments. Here are some hot chatbot trends to keep an eye out for in future:

· AI and chatbot innovation will continue to evolve and usher in a new paradigm of user experiences.

· Chatbots will compliment human agents to deliver high performance 24/7 customer service support.

· Omnichannel support will be the order of the day and advanced AI chatbots leading the way.

· Consumers spending will increase with automated payments through chatbots.

In today's digital first world, customers seek quick resolutions to their issues and personalized experiences. With the disruptive technology of AI-powered chatbots, businesses have the leverage to meet customer expectations enhance customer engagement. If you're ready to transform your customer engagement and want to know more about how AI powered chatbots can deliver benefits quickly, contact Girikon today. We are Salesforce Consulting Partner and our experts are standing by to guide you along the path to an enhanced customer experience and improved oper