The new platform brings together capabilities of Salesforce’s AI Einstein and the company’s customer service software, Service Cloud. According to the company Service Cloud Einstein “adds a layer of intelligence” to an organization’s service interactions to boost agent productivity and efficiency, and enable service employees to deliver enhanced customer experience.
Service Cloud Einstein will be fully connected to CRM data across sales, commerce, and marketing. The goal is to provide service employee access to the insights they need to quickly resolve the service issues particular to their department while providing callers a personalized customer experience.
The service comes with features such as Einstein Supervisor, which provide contact centre supervisors real-time, omnichannel insights such as visibility into agent availability, queues and wait times.
Einstein Supervisor can predict customer satisfaction and make recommendations on how to improve customer experience, according to Salesforce.
For example, a manager at an appliance manufacturing firm might get an Einstein Supervisor alert informing him of an increase in customer complaints regarding a dishwasher model. Einstein Supervisor allows the manager to drill down into the data to find which particular batch of that dishwasher model is the problem machines coming from. Armed with this information, the manager can now order customer service employees to proactively reach out to customers and prevent the issue from growing.
Einstein Case Management uses machine learning to automatically escalate and classify cases as they come in. In addition, relevant information required to resolve cases, such as knowledge articles or videos, are automatically provided to agents.
Salesforce believes their new offering will help organizations bring down customer service operating cost down and relieve pressures caused by system complexity.
“New channels and technologies—from messaging and mobile apps to social networks and chatbots—are rapidly emerging, leaving many service organizations unsure of which channels to prioritize and the best way to empower service teams to create exceptional customer experiences,” according to Salesforce. “Service organizations need to strike a delicate balance between embracing emerging technologies, delivering exceptional service and maintaining operational excellence—and intelligence is the answer.”
The company cited results from a recent survey from global professional service firm Accenture which found that 79 per cent of IT and business executives think that artificial intelligence will help accelerate technology adoption in their organizations and that AI will enable businesses to improve the outcome of critical customer interactions.
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