Salesforce introduces Einstein AI to Service Cloud

Salesforce is giving an AI makeover to its customer service platform- Service Cloud by introducing Einstein to it. Salesforce rolled out Service Cloud Einstein this week, which is an enhanced version of its customer service cloud. With the power of Einstein, Service Cloud will become more intuitive for the customer service agents as well as service center managers.

Service Cloud Einstein optimizes calls routed via Einstein Case Management, a new feature of Service Cloud that helps customer service agents.  The case management feature uses the power of machine learning to classify as well as escalate cases automatically as they pop in. Moreover, the required information to resolve the cases also are displayed automatically. Cases with high priority tags are attended first and are assigned to the best armed agent.

Einstein Service Cloud also equips the agent by helping them with the background information prior to interacting with a customer. The primary information-gathering phase is automated using aids like chatbots. Secondly, the customer service supervisor also gains tremendous support from Service Cloud Einstein. The platform or the component named Einstein Supervisor uses a combination of AI-powered analytics, real-time insights and smart data discovery to provide managers a better visibility on agent availability, queues, or wait times. Thus, the reps will get a first-hand information on the customers they are going to deal with, while the managers get deep insights regarding the customer service center operations. This is very critical to improve the customer satisfaction metric.     

Einstein Supervisor will be available to users starting this week, while Einstein Case Management, still in a pilot period, will be available only by the second half of the year. We can expect that Salesforce would continue to give its Einstein AI touch to numerous additional products in the coming months.

Adam Blitzer, EVP and GM for Service and Sales Clouds at Salesforce comments, “Service Cloud Einstein empowers companies to transform any customer service interaction into a smart conversation that drives brand loyalty and creates customers for life.”