Intelligent Customer Service is now possible with Service Cloud Einstein
Service Cloud Einstein is a customer service platform and, as stated on Salesforce.com, just the “beginning of a new revolution in customer service.”. It is not only connected to CRM data across sales, marketing and commerce, but is designed to make daily tasks more intuitive for the end users.
How can it be more intuitive? Simple! Service Cloud Einstein allows you to come a step closer to your customers and walk alongside them every step of their way. This is Salesforce.com’s solution for giving end users access to all insights needed to deliver a highly personalized customer experience, and at the same time to rapidly solve any issue that might interfere with their experience. All these are nowadays available through artificial intelligence that increases the complexity of customer services, allowing end users to provide their clients with an unique and professional customer experience.
Over time, customer service has evolved and became more and more elaborate. As new features and technologies were added to the existing solutions, it became a struggle for the managers to find that optimal way to combine all these channels and create great customer experience.
To come closer to their clients, Salesforce team came up with this fantastic solution – approaching artificial intelligence, which is the answer to combining evolving technology with delivering excellence.
Service Cloud Einstein comes with 3 platforms:
Einstein Supervisor that combines real-time operational insights with smart data discovery and gives managers access to real-time data about their customers. This feature will undoubtedly help managers making brighter solutions on the spot and improve their customer service continuously. The app brings in addition to the existing ones the ability to surface trending issues in real-time and the possibility to use smart data discovery to optimize operational performance.
Einstein Case Management is an app that will help organizations optimize the way calls are tracked through machine learning. How? By using machine learning to intelligently classify cases, automatically routing them to agents with the information needed to resolve them faster. Also, high priority cases will automatically be more visible this way and will be fixed faster by experts, giving end users the possibility to overcome these issues quicker.
Intelligent Mobile Service was created especially for companies that provide service out in the field. This app comes with a service app available on iOS and Android so that end users can deliver excellent service anywhere they go. The app uses advanced algorithms that will allow mobile workers to address personalized customer service.
These new innovative solutions will help service organizations adopt intelligence into their customer service strategies. Even though this is just the beginning, artificial intelligence has an enormous potential, and we look forward to the many more features that will soon be available. We are confident when we say that the experts from Salesforce are working continuously to improve Service Cloud Einstein and create better and better approaches for an excellent customer experience.
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