What is Salesforce service Einstein?
Salesforce service Einstein is the first to include Artificial Intelligence (AI) for CRM. It’s an integrated set of AI technologies that makes Salesforce Customer 360 smarter, and it helps the Service team to focus uniquely on the tasks that matter. Einstein for Service makes AI easy to use because it’s built right into Service Cloud, your service channels and your CRM data.
Through this article, we will share a possible use case for some Einstein features which can help organisations to improve customer experience.
Einstein features to help your service team:
1 – Chatbots
Chatbots are a fast and easy way to communicate with your customers, reducing customer service employees’ time for more urgent and critical cases. Some of the chatbots’ main goals are:
👉 Helping more customers resolve common issues fast with Salesforce chatbots, without the need of a service agent.
👉 Guiding customers through multistep actions, all inside one conversation.
👉 Collecting and qualifying customer info, then seamlessly connect them to the right agent.
👉 Integrating Einstein Bots with Chat and Messaging (SMS, Facebook Messenger and WhatsApp) channels to give the user a friendlier experience.
Let’s assume your company has a high volume of clients requesting information about your business, such as product information, payment methods, business schedules, etc.
We can configure chatbots to request the client’s information, understand who the receptor is (if you have multiple client levels this is highly important), then ask what the client’s concern is and show them some common categories. From this moment, the configuration is similar at every step: setting multiple answers for one question. After some iterations, Einstein will start to understand what the most likely questions/answers per client pattern are and new questions to ask.
2 – Next Best Action
The Einstein Next Best Action tool uses artificial intelligence to give recommendations to users, so they have guidance on what to do next to improve customer satisfaction. Next Best Action uses information from your customer data, finds patterns and advises the user to take the action that best suited other customers with similar issues, so your organisation can improve this customer’s satisfaction too (by providing the best answer, the best product, and the best action in order to sell).
To illustrate this feature, let’s imagine an organisation that receives a message from a customer asking about payment methods. Einstein Next Best Action can suggest telling the customer that if he pays his bill by Direct Debit he can get a 10% discount on his invoice.
3 – Article Recommendations
This model is similar to the previous one, but now with reference only to customer help. Einstein learns how customer service teams solve customer problems, checks the Knowledge Articles already available and compares them with the current case/ticket so that it can recommend articles to help customers resolve new similar cases.
Users can also attach one of the recommended articles to a case, edit an article or mark an article as “not helpful”, so Einstein can learn for future cases and become more accurate.
For example, an organisation receives a complaint about invoicing, with the customer saying that he’s received an invoice containing products not bought by him. If Einstein and Knowledge Articles are configured, Einstein will analyse the problem in this case, compare it against other cases and point the user to the right article, guiding them through the steps to resolution.
In a constantly evolving world and with consumers becoming more informed, companies must position themselves more strategically in the market. Salesforce service Einstein came to revolutionize customer support, making your experience increasingly memorable and differentiating.
If your company is looking for a solution like the one we describe in this article, don’t hesitate to contact us!