Salesforce introduces Service Cloud Einstein for better customer service

Salesforce has announced the next-generation of Service Cloud Einstein, combining the world’s #1 CRM with guided processes and powerful artificial intelligence to transform the customer service experience. Companies can now leverage Einstein Bots for Service to automate routine service requests and enable frictionless agent handoffs. Lightning Flow for Service empowers businesses with tools to quickly design and automate customer engagement processes. And Einstein Next Best Action empowers agents by delivering intelligent recommendations and offers for customers.

80 per cent of customers say the experience a company provides is as important as its products, yet many customer service organizations are unable to rise to the challenge. Very often, data exists in silos across an organization, preventing service agents from having a complete view of the customer. In addition, business processes are not set up to deliver frictionless customer experiences. For companies to truly compete on service, they must find scalable ways to quickly resolve routine queries, navigate complex processes, and leverage intelligence to deliver outstanding, connected customer service experiences.

Built on the world’s #1 CRM, Service Cloud Einstein platform services include –

● Einstein Bots for Service supercharges agent productivity by responding to customers immediately, automating routine service requests, gathering basic information from customers so agents don’t have to, and seamlessly handing off customers to the right agent at the right time. And because it uses machine learning and natural language processing, Einstein Bots improve with every interaction.

● Lightning Flow for Service empowers companies to deliver guided service processes that take customers through self-service interactions and guide agent workflow (i.e. fulfilling requests, resolving issues). Lightning Flow removes the guesswork from customer interactions, and delivers connected service experiences with a complete view of the customer.

● Einstein Next Best Action leverages rules-based and predictive models to provide agents with intelligent, contextual recommendations and offers for customers. Einstein Next Best Actions are delivered at the moment of maximum impact – surfacing insights directly within the Service Cloud console that lead to faster case resolution, increased customer loyalty and upsell opportunities.

If a customer loses their credit card while on vacation and goes to the company’s website for help, an Einstein Bot initiates a chat session. After gathering the initial details the bot seamlessly passes the chat thread to a human agent to expedite the card replacement process. A Lightning Flow workflow takes the agent and customer through a step-by-step process to resolve the problem. Assessing the situation based on the conversation and customer history, Einstein Next Best Action suggests to the agent that she inform the customer that they qualify for free travel insurance. The agent informs the customer about the insurance and closes the loop. The customer leaves the interaction fulfilled and happy with the service experience, while the agent quickly proceeds to the next case.

With Salesforce AppExchange, the world’s leading enterprise cloud marketplace, companies can extend the power of Salesforce with more than 5,000 partner solutions, including Lightning apps, components, data, industry specific solutions and more. Because it is powered by the Salesforce Platform, partners can build Einstein Bots for Service training packages, as well as Lightning Flow for Service and Einstein Next Best Action strategies for the AppExchange that are customized for industries and specific use-cases.

Service Cloud, the world's #1 intelligent customer service platform, enables companies to transform the customer and agent experience with an AI-powered, agile platform built for the modern era. Across every channel – whether messaging, video, communities, web chat, in-app, email, phone or even communicating directly with IoT-connected products – Service Cloud helps leading brands use service as a competitive advantage by delivering contextual, connected customer service experiences.

Pricing and Availability

● Einstein Bots for Service is generally available and included for customers with Service Cloud Unlimited Edition and customers with Live Agent licences.

● Lightning Flow for Service is now generally available and included with all Service Cloud editions, including Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions.

● Einstein Next Best Action is currently in pilot. Pricing information will be made available at general availability.