Salesforce has bolstered the smart data capabilities on its Service Cloud as it unveils the Intelligence Engine for the customer service app.
Customers will now have access to a series of smart business process, which Salesforce claims can automatically assign work to appropriate workers and more simply move customers between different channels.
Mike Milburn, SVP and GM of Service Cloud at Salesforce, said: "The Service Cloud Intelligence Engine harnesses the power of data science to improve workflows, business processes and deliver seamless customer service across any channel."
Under the smart system workloads will be distributed to staff on the basis of their skills, case history, presence and communication channel, in a bid to maximise productivity.
The update will be launched sometime later this year, with pricing to be confirmed by the software vendor at the time of release.
"We are building the next generation of travel that is highly personal and seamlessly connected across any channel — on the web, on email, phone, mobile, social media — and even at the train station," said Antoine de Kerviler, CIO of Eurostar.
"By standardising the entire customer service platform on Salesforce, Eurostar is able to deliver a single view of customers so agents can deliver exceptional service at every turn."
