Salesforce adds AI to its Service Cloud: Salesforce has unveiled new AI-powered automation and digital channel technologies for Support Cloud, which will enhance functionality for service agents and customers.
The first set of technologies aims to forecast, route, and respond to client demands, while the second set — voice, video, and text capabilities for digital contact centers — allows customers to reach them via the most convenient channel.
Nature of Disruption: Service Cloud’s new Customer Service Incident Management tool seamlessly connects service cases linked to the same issue, allowing teams to prioritize based on importance.
Monitoring, notifications, and remediation pipelines are aided by partner integrations, such as bringing appropriate specialists into a Slack channel to take action and update customers on the resolution status. Another new Service Cloud feature, Flow, enables service teams a higher level of process automation by integrating processes across channels and external platforms.
Flows integrate AI capabilities to triage cases, apply routing criteria such as skill-based, queue-based, and direct-to-agent routing, and auto-respond to customers with articles to divert cases and push self-service. Optionally, the Einstein Conversation Mining tool uses natural language processing (NLP) to identify the most common types of client interactions and recommends improvements to operations, self-service channels, and other knowledge bases.
Asynchronous messaging is also integrated into Service Cloud’s call center service, allowing customers to begin a chat in-app or on a website and pick up where they left off.
For face-to-face communications between agents and clients, Service Cloud’s Visual Remote Assistant now enables two-way video and voice. Service Cloud Voice updates provide a single view of data from phones, digital channels, and customer relationship management for service agents.
In the midst of the epidemic, customer service may be more important than ever. Customers are more likely to purchase products from companies that offer exceptional customer service.
On the other hand, many customers would never do business with a company again after just one poor experience. The day before the Service Cloud improvements, Salesforce unveiled new Sales Cloud features for digital channels, including AI-powered analytics and self-service options. Slack’s integration with Salesforce’s Customer 360 platform has been improved, and Salesforce and Amazon’s partnership has been expanded to include connectors and no-code apps.