Salesforce, the global leader in CRM announced new artificial intelligence and productivity solutions that empower customer service agents to focus more of their time on the human side of service — tasks that require social intelligence, critical thinking and creative problem solving skills. As customer service rapidly evolves from a reactive back-office function to one that impacts every stage of the customer’s journey, service agents are continually asked to do more. With new AI-powered recommendations, automated routing, and embedded productivity and collaboration capabilities, Salesforce is reimagining the agent experience to meet the needs of today’s connected customer.
Service agents are on the front lines of all customer interactions, from the moment a consumer begins researching products all the way through to post-sale support. And while agents have historically not had the necessary resources to deliver world-class customer experiences, that is now changing.
We are living in a new age of service where today’s customer expects great experiences at every stage of the buying cycle and across any channel, making the agent’s role more critical and more challenging than ever before,” said Bill Patterson, EVP and GM, Service Cloud, Salesforce. “With these innovations we are empowering agents to rise to the occasion with a console built for modern customer service that is intelligent, collaborative and connected.”
Over the last three years Salesforce has embedded new AI capabilities into Service Cloud — such as Einstein Bots and Einstein Case Classification — to make the agent console more intelligent and the agent’s job easier. Building on this, the AI innovations being announced today are Einstein Reply Recommendations, Einstein Article Recommendations, Einstein Next Best Action, and Einstein Case Routing.
“Tapping into Einstein helps us get maximum value from the information stored in our Salesforce CRM, and with that data we have been able to optimize all of our customer service department’s internal processes,” said Zenconnect CEO Yann Mercier. “After implementing Einstein AI to automatically classify cases, our customer service agents saw 25 percent productivity gains, freeing them up to focus on higher level projects.”