How Salesforce Einstein and Quip are associated with Customer Service Automation?

Einstein, an artificial intelligence platform was introduced by Salesforce in 2016. Einstein helps you focus on what matters most i.e; the customer. Einstein AI has already been enhancing functions in commerce cloud such as product recommendations but the new features have increased Einstein's involvement.

Einstein learns from all that data to deliver predictions and recommendations based on your unique business processes. Have you ever thought that how does Spotify know your music preferences? Or how does facebook instantly recognizes your friends in photos and suggest accurate tags? And how come apple’s Siri recommends for the best timings and theatres of movie showings based on your location within seconds? This is no magic, answer to all of these plausible statements is - Artificial Intelligence (AI).

AI mainly comprises of complex and highly technical solutions such as Natural Language Processing (NLP), deep learning, and Machine Learning (ML). No doubt, Artificial Intelligence has changed the way we work and live. But in general terms, Salesforce Einstein has been successful in abolishing the snag of artificial intelligence and aiding companies to cater smarter and optimized customer experiences. As said earlier, Einstein AI gives topmost priority to the customer, so basically it prioritizes the leads and opportunities most likely to convert and close based on your history and past deals. It identifies customer sentiments and responds smartly. Plus it automatically captures data and adds new contacts so you can spend less time on data entry and more time selling. Majorly it helps in spending your time more efficiently. Along with that, it also eases in solving specific business challenges with its advanced machine learning, predictive analysis, and smart data discovery capabilities. In fact, Salesforce Einstein models are automatically customized for every single customer. Over the last three years, Salesforce is delivering Salesforce Einstein - Artificial Intelligence for everyone. It is making every part of your business smarter day by day.

Salesforce is continuing its campaign to automate customer service tasks by injecting both artificial intelligence capabilities and enhanced collaboration capabilities into its service cloud platform.

The key objective of any customer service interaction is to get customer replies as fast as possible. Users opt to use various mediums like chat, phone, etc. to interact with the customers. Thus, Salesforce has included some AI features to aid customer service agents to get answers more quickly in the chat interface.

Productive and smarter agents!

Salesforce has ingrained AI capabilities like Einstein Bots and Einstein Case Classification, since the last three years. There have been many enhancements in Salesforce AI since 2016 but the main aim is to make the agent’s job easy as service agents are on the frontlines of the customer interactions. With new AI-powered recommendations, the service agent’s role is evolving. The agents are becoming more customer-centric now.

Salesforce Service Cloud instances will also use machine learning algorithms. This, in turn, will deliver additional capabilities such as replying to recommendations, article recommendations, next best actions and case routing to the agent while interacting with the customer. Salesforce is also using similar technology to facilitate response recommendations, as the main goal is to pace up the time to respond. Using natural language processing, Einstein article recommendations automatically recommends the best knowledge articles to agents, giving them the information they need to solve cases quickly. Einstein Next Best Action uses business rules and predictive intelligence to suggest the best course of action at the point of maximum impact during agent-customer interactions, helping to escalate customer satisfaction and discover cross-sell opportunities. Einstein Case Routing fully automates the routing process and guides the agent to solve queries based on past outcomes.

Along with this, Salesforce has also announced that it has integrated its Quip document sharing and collaboration service with Service Cloud. In all, Salesforce AI is making agents more productive with Quip. Quip for service capacitates agents to co-author documents and let them converse collaboratively within the case record.

Einstein AI and Quip for Service Cloud enhancing Customer Service:

These features of Einstein AI and Quip will revolutionize the way service agents work. All these innovations lead to a collaborative, connected and intelligent customer service system. Einstein, AI Engine of Salesforce aids in drawing maximum information from Salesforce CRM. Plus, this helps in optimizing customer experiences in a smarter way. But all of this only solves a part of the challenge, hence to skill up the 21st-century workforce, Salesforce also provides training, workshops and network opportunities that assist agents with the skills they need to have this in this digital age.

This is how Salesforce is trying to inject intelligence into workflows to make them sail more efficiently. Salesforce is progressing on the service side but there is likely more to come in the near future.