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Salesforce announced the new generation of Einstein Cloud Service, which combines CRM no. 1 of the world with guided processes and artificial intelligence to transform the customer service experience.
According to a press release, it was reported that companies can now take advantage of Einstein Bots for Service to automate routine service requests and allow fluid exchange between representatives. Specialists explain that Lightning Flow for Service provides businesses with tools to quickly design and automate customer interaction processes. And Einstein Next Best Action allows representatives to provide recommendations and offers to customers.
CUSTOMER EXPECTATIONS ARE HIGH
It has been reported that today, 80% of customers say that the experience offered by a company is as important as their products ; However, many customer services are not up to the challenge. In general, they said that data exists silos in a company, which prevents service representatives from having a complete view of the customer. For businesses to be competitive in customer service, they need to find scalable ways to quickly resolve common requests, navigate complex processes, and leverage information to deliver superior, connected service experiences.
CREATING SERVICE EXPERIENCES
Experts have indicated that based on CRM no. 1 of the world, the services of the Einstein Cloud Service platform are:
-Einstein Bots for Service improves productivity by immediately responding to customers, automating routine service requests, gathering basic customer information so representatives do not have to do it themselves by referring customers to the right representative at the right time. And because it uses machine learning and natural language processing, Einstein Bots enhances each interaction.
-Lightning Flow for Service allows companies to offer guided service processes that allow customers to interact in self-service and provide guided workflows to representatives (eg, attend requests, solve problems). Lightning Flow eliminates doubts about customer interactions and offers connected service experiences with a complete view of the customer.
-Einstein Next Best Action uses predictive and rule-based models to provide intelligent contextual recommendations to customers. Einstein Next Best Actions is delivered at peak impact time, in addition to generating insights directly into the Cloud Service console that accelerates case resolution, increases customer loyalty and improves sales opportunities.
The combined power of these innovations is transforming customer service. For example, if a customer loses their credit card during the holidays and goes to the company's website for help, Einstein Bot initiates a discussion session. After collecting the initial details (for example, who are you, what happened?), The bot seamlessly transfers the thread of the conversation to a human representative to speed up the process of replacing the card. .
It was explained that a Lightning Flow process guides the representative and the customer step by step to solve the problem. Because it assesses the situation based on the conversation and the customer's history, Einstein's Next Best Action suggests that the representative informs the customer that he has been selected for a free travel insurance. The representative informs the client of the insurance and closes the cycle. The customer is satisfied with the interaction and the service experience, while the representative passes quickly to the next case.
On the other hand, with Salesforce AppExchange, the world's largest store of enterprise cloud apps, businesses You can extend the power of Salesforce with over 5,000 partner solutions, including Lightning applications, components, data, industry-specific solutions and more. Through its Salesforce platform, customers can create training packages for Einstein Bots for Service, as well as develop Lightning Flow for Service and Einstein Next Best Action strategies for AppExchange, customized for industries and cases. specific use. 19659002] Companies looking to accelerate their success with custom solutions based on the Salesforce platform can now collaborate with system integration partners such as Appirio, Bluewolf and PwC.
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