Salesforce has announced that they are going to introduce new artificial intelligence and productivity solutions to empower customer service agents through Service Cloud. The newly added features will help service agents to focus more on delivering the human side of service including intelligence, critical thinking and problem-solving. As delivering excellent customer service is rapidly influencing businesses, the role of service agents is quickly shifting. With the new AI-powered recommendations, automated routing, and embedded productivity and collaboration capabilities, Salesforce is transforming customer service teams to meet today’s customer service needs.
Service agent’s role is growing with AI adoption
With Einstein AI, service agents are rapidly shifting their focus from a case-centric approach to a customer-centric approach. The new AI solutions are helping service agents answer queries, and partially automating various processes. As per the third edition of the Salesforce State of Service report, 82% of the service leaders believe their customer service function must transform in order to stay competitive, and 77% of the service based organizations are planning to invest significantly in service agent training. This will impact a service agent’s role, as 71% of service agents believe their jobs are more strategic than two years ago and 75% saying their organizations are now considering them as brand ambassadors as they are on the front lines of all customer interactions.
New Einstein AI additions;
Over the years, Salesforce kept on adding new Einstein capabilities into their Service Cloud. Einstein Bots and Einstein Case Classifications were the last additions. Recently Salesforce has added four new capabilities;
- Einstein Reply Recommendations
Einstein will include natural language processing to instantly suggest the best responses to service agents over the chat and messaging. This will save significant time and enhance the quality of the responses to customer requests.
- Einstein Article Recommendations
Einstein Article Recommendations will automatically recommend the best knowledge articles to service agents, empowering them with the right information they need while resolving customer cases quickly.
- Einstein Next Best Action
This will embrace business rules and predictive intelligence to suggest the next action a service agent should take while interacting with a customer. This will enhance customer satisfaction and will initiate up-selling and cross-selling opportunities.
- Einstein Case Routing
This feature will completely automate the case routing process with machine learning that filters cases and sends it to the right queue or agent based on their skills and abilities based on their past expertise.
Empowering Collaboration: Quip for Service Cloud
The other important announcement from Salesforce was the availability of Quip on Service Cloud. Previously, service agents were spending more time in searching answers for customer queries by going through huge documentation, checking with other teams, switching multiple applications etc. This took out their focus from customer engagement. With the introduction of Quip for Service, service agents can access the collaboration tool to create, update and collaborate documents across their organization. This will definitely enhance customer service standards and enrich the customer experience.
Quip for Service allows agents to co-author documents, and help them resolve complex customer problems. This will also have live collaborative conversations directly within the case record. Admins can create and publish Quip templates in the agent console, as well as customize them based on various use cases and needs.
Salesforce bought Quip in 2016 for $750 million and till date Quip was a standalone product. Salesforce also said that they have embedded Quip in their Sales Cloud.
What does this mean for Salesforce Service Cloud users?
These newly added features will fundamentally change how various service agents are currently working. Salesforce is rapidly including Einstein AI in its portfolio. The latest additions in the Service Cloud will enable service agents to transform their roles and focus more on customer deliverables such as higher engagements and customer satisfaction. Quip for Service will allow service agents in easy collaboration and will become a viable alternative to various office automation tools. This will surely reduce huge office tool license costs.
CEPTES offers Salesforce Service Cloud Solutions
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