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February 13, 2017updated 22 Feb 2017 4:48pm

Salesforce taps Einstein AI for boost to cloud CRM

The idea is to make call centre agents more productive and effective with the help of AI.

By James Nunns

Salesforce is boosting its portfolio with the addition of Service Cloud Einstein.

Billed as being the number one intelligent customer service platform, Service Cloud Einstein is designed to allow companies to use artificial intelligence in order to manage the complexity of customer service, in addition to making staff more productive and efficient.

Salesforce says that Einstein is capable of adding a layer of intelligence to “every service interaction,” and it features a number of capabilities.

Firstly there is the Einstein Supervisor, which is said to give contact centre supervisors real-time, omni-channel insights and AI-powered analytics – all in the hope of increasing productivity and customer satisfaction.

In addition to boosting productivity and satisfaction, the Supervisor is also said to be capable of predicting customer satisfaction and making specific recommendations designed to improve it. 

The company said: “For instance, a service supervisor at an appliance manufacturer gets an alert telling her there’s an increase in calls coming from owners of a specific dishwasher model. Drilling into the data, she discovers all the cases involve dishwashers made during a three-month period at one factory.

“The supervisor alerts management, who then proactively alert other impacted customers and begin deploying mobile employees to fix all of the potentially impacted dishwashers—heading off what could have become a larger service issue.”

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The next capability is Einstein Case Management, which will use machine learning to make sure that cases will automatically be escalated and classified as they come in. Relevant information will also be provided to help solve cases and high priority issues will be routed to the next available agent.

Although this may all sound like the agent in the contact centre is going to be facing a never ending stream of tasks handed to them by Einstein, Salesforce says that job satisfaction should actually increase, because they can spend more time resolving the issue rather than wasting time asking routine questions.

The final capability is the Intelligent Mobile Service, which aims to tackle the issue of a greater number of companies providing services out in the field. This element will give companies the option to provide mobile employees with a connected service app on iOS and Android so that field agents can deliver the same kind of personalised service as they would in the office.

The app is made up of advanced algorithms that are able to optimise scheduling and routing in addition to providing real-time access to CRM data and offline capabilities.

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