Global CRM leader Salesforce has announced the next generation of their service cloud Einstein, which will combine its CRM solution with Artificial Intelligence (AI) and will offer a pack of other new features to its agents and customers. This will help companies improve their customer service through automation.
Companies can now use Einstein Bots to automate their service requests. Bots can respond to customer requests immediately and engage them in order to gather basic information. This will free up a lot of agent’s time and enable them to address customer queries in a more prominent manner. In order to enhance their customer interaction, bots will use machine learning and natural language processing.
As per the press release, Lightning Flow for service is also now generally available which will help businesses offer guided service processes. This will take customers through self-service interactions. This service will also assist agents to fulfill customer requests and resolve issues. Lightning Flow will remove the guesswork from customer interactions and will deliver connected service experiences with an integrated customer view.
Einstein Next Best Action will then examine the customer interaction history and will provide agents intelligent and contextual recommendations including offers for specific customers. This will make the service more personalized. Einstein Next Best Actions will surface insights directly within the service cloud console which will enable faster case resolution, boost customer satisfaction and power upsell opportunities.
Salesforce launched its Einstein AI platform back in 2016. The goal was to integrate AI throughout its clouds. If they keep on including AI in their suite of products, this will help Salesforce significantly continue their leadership in the global CRM market space.
“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.”