Salesforce enhanced its Service Cloud offering with new AI capabilities, which are powered by Salesforce’s Einstein 1 Platform to help users leverage Data Cloud and Einstein AI to identify recurring issues, recommend next steps based on customer feedback and suggest ways agents can resolve cases faster.
Specifically, the innovations include:
Einstein Conversation Mining
Conversation mining is designed to aggregate and analyze conversation data to help users understand the common reasons customers reach out across voice, messaging and third-party apps.
Generative Knowledge Creation; Knowledge-Powered AI & Voice
While tracking conversations, one of the new capabilities seeks to automatically generate new knowledge articles based on the data from closed customer conversations and cases. Once a new article is created, it can be reviewed, edited and posted to the internal knowledge base.
Complementing the article generation is improvements to Einstein AI, which is now designed to scan live customer conversations across channels such as phone, WhatsApp and Facebook to suggest the best knowledge article to solve the problems in-the-moment.
Generative AI Survey Summarization
Finally, supervisors can use generative AI to help identify and sort trends and root causes of low customer satisfaction scores in a dashboard or report. From there, the technology seeks to enable agents to proactively follow up with personalized communications that address the issue(s).
“Customers are right to expect smarter, faster experiences in this AI era,” said Ryan Nichols, Chief Product Officer for Service Cloud, in a statement. “Salesforce’s new innovations empower contact centers with real-time data and trusted AI to resolve cases and provide proactive, personalized service when and how customers want it — and sometimes even before they know they ask for it.”
News Flashback
These new releases come at a time where 60% of customers and prospects feel like they’re communicating with separate departments during a service call, while 66% often have to repeat or re-explain information to different representatives. To help remedy those issues, previous Salesforce research found that 51% of practitioners are currently using AI. With its promise of streamlining monotonous, time-consuming tasks and engaging with prospects and buyers in a human-like way, it’s clear why AI is crucial in building better customer service experiences — and was the central focus on Salesforce’s Connections 2023.
Throughout the event, it was revealed that the top reasons for using generative AI include creating basic content, writing copy, inspiring creative thinking, analyzing marketing data and generating image assets.
For example, the company recently released Marketing GPT, an AI solution designed to help marketers automatically generate personalized emails, smarter audience segments and marketing journeys. Marketing GPT also capitalizes on insights from the Data Cloud with the goal of delivering personalized, relevant and engaging experiences across every touchpoint.
