Service Cloud Einstein combines CRM data, AI and guided processes, empowering service agents to deliver intelligent recommendations, instant service and seamless experiences to customers
With Einstein Bots for Service now generally available, companies like Hulu can leverage machine learning and natural language processing to automate routine service requests and fundamentally transform the service experience
SAN FRANCISCO, July 11, 2018 /PRNewswire/ --Salesforce (NYSE: CRM), the global leader in CRM, today 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.
The Rising Tide of Customer Expectations
Today, 80 percent of customers1 say the experience a company provides is as important as its products, yet many customer service organizations are unable to rise to the challenge. Too 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.
Next generation Service Cloud Einstein:Create engaging service experiences with AI and guided processes
Built on the world's #1 CRM, Service Cloud Einstein platform services include:
The combined power of these innovations transforms customer service. For example, if a customer loses their credit card while on vacation and goes to the company website for help, an Einstein Bot initiates a chat session. After gathering the initial details (e.g. who are you, what happened?), 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.
Salesforce AppExchange and Partner Ecosystem Extend the Power of Service Cloud Einstein
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.
Companies looking to accelerate their success with tailored solutions built on the Salesforce Platform can work with key global system integration partners such as Appirio, Bluewolf and PwC.
Additionally, with Salesforce's strategic partnership with IBM, joint customers can leverage the power of AI to make smarter decisions, faster than ever before.
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Service Cloud Empowers Companies to Transform Customer Service
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
Salesforce, the global CRM leader, empowers companies to connect with their customers in a whole new way. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.
Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information please visit https://www.salesforce.com, or call 1-800-NO-SOFTWARE.
1"State of the Connected Customer," June 6, 2018
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