by twieberneit | Mar 20, 2019 | Analysis, Blog |
The News Today Salesforce announced the next release of its Service Cloud. It brings together more Einstein AI as part of the Service Cloud and adds Quip to it. This enables more agent empowerment and efficient work. In order to augment the tools with the necessary knowledge and soft skills, Salesforce also just launched Trailblazers for the Future, a program that is targeted towards increasing the soft skills of service managers and service agents. Einstein now is delivering reply suggestions as well as article suggestions to inquiries that the service representative can easily use to reply to questions. At the same time Einstein suggests so called next best actions that are designed to help increase satisfaction and unearth cross- and upsell opportunities. Additionally, Einstein now optimizes case routing leveraging machine-learning processes on the inquiry to find the ideal queue for processing it. Additionally, Salesforce embedded the collaboration tool Quip into the Service Cloud to increase productivity and to increase service agents’ access to knowledge. The press release is here but for your convenience you can read it below. The Press Release Salesforce Empowers Service Agents with Einstein AI and Quip for Service Service Cloud expands Einstein AI portfolio with new intelligent recommendation and routing capabilities so agents can spend more time where it matters most — building customer relationships and solving complex problems New Quip for Service boosts agent productivity with incident swarming and cross-team collaboration available directly in the agent console SAN FRANCISCO—March 19, 2019—Salesforce [NYSE: CRM], the global leader in CRM, today announced new artificial intelligence and productivity solutions that empower customer service agents...
by twieberneit | Jul 23, 2018 | Analysis, Blog |
The News A few days ago Salesforce released a new iteration of its Service Cloud Einstein after infusing its artificial intelligence, Einstein, into the Service Cloud in February 2017. This release comes with three major enhancements to the Service Cloud: Einstein Bots for Service Lightning Flow for Service Einstein Next Best Action Einstein Bots for Service is providing the ability to easily configure chat bots that enable instant response to customers and a seamless handoff to customer service agents. Lightning Flow for Service gives companies the ability to automate processes with contextual, step-by-step guidance for fulfilling requests and resolving issues, using a graphical interface. Einstein Next Best Action is delivering intelligent recommendations and offers on any channel to increase customer satisfaction. While Einstein Bots for Service and Lightning Flow for Service are in General Availability since July 11, 2018, Einstein Next Best Actions will remain in a Pilot phase for some more time. The reason for this is that Salesforce wants to be double sure that this functionality is reliable. It needs a good amount of data and a good training set. And Salesforce cannot look into the data. The bots themselves do need to get trained and, once active, take feedback from the service agents. All three features work hand-in-hand. Salesforce uses a credit card scenario to make this point. When a customer goes to the web site for help the chat bot takes over and gathers the necessary contextual information and then escalates the issue to a customer service agent who continues the chat at the position the chat bot exited with all information available. A Lightning...
by twieberneit | Jul 13, 2017 | Analysis, Blog |
On July 12, 2017 Salesforce announced its new, Einstein-enhanced version of Field Service. This release brings mainly three innovations to the already strong Service Cloud, which is the leading Customer Service solution according to Gartner Group. Here the complete wording of the press release, in case you did not want to follow the link but still are interested in it: Salesforce Delivers Einstein AI and Analytics For Field Service Lightning Built on the Service Cloud Platform, new innovations for Field Service Lightning arm the mobile workforce with image recognition technology, smart equipment management and deep analytics to bolster productivity and efficiency Companies including Atlantic Energy are harnessing the power of Field Service Lightning to deliver insight, onsite SAN FRANCISCO—July 12, 2017—Salesforce [NYSE: CRM], the global leader in CRM, today introduced Einstein AI and Analytics for Field Service Lightning, empowering companies to deliver a smarter onsite customer experience that is built on the world’s #1 customer service platform. Field Service Lightning now brings together the insights and intelligence mobile workers need to increase productivity, boost onsite efficiency and drive revenue. The Salesforce Service Cloud has redefined customer service across every major technological shift—cloud, mobile, social, messaging and more. And last year with the introduction of Field Service Lightning, Salesforce extended the power of Service Cloud to create a full service platform for managers, dispatchers and mobile workers. However, as the multi-billion dollar field service market expands into new industries—including finance, healthcare, manufacturing and retail—there is even more demand to deliver onsite service. Field service technicians have to deal with complicated equipment, don’t always have the right parts and often lack...
