Salesforce introduces AI-powered customer service platform


Salesforce announced Service Cloud Einstein, a customer service platform, powered by Artificial Intelligence to improve customer service center operations.

Customer service is becoming increasingly complex. New channels and technologies—from messaging and mobile apps to social networks and chatbots—are rapidly emerging.

This is leaving many service organizations unsure of which channels to prioritize and the best way to empower service teams to create exceptional customer experiences.

According to Accenture, 79 percent of IT and business executives agree that AI will help accelerate technology adoption throughout their organizations and that AI is poised to enable companies to improve the experience and outcome for every critical customer interaction.

Salesforce Service Cloud Einstein offers omni-channel insights and AI-powered analytics to increase agent productivity and customer satisfaction.

By combining real-time operational insights with smart data discovery, Einstein Supervisor empowers managers with real-time data like agent availability, queues and wait times, enabling them to take smarter actions.

Einstein Supervisor can even predict customer satisfaction and make specific recommendations to improve the customer experience.

The offering which includes Einstein Case Management helps call agents to classify cases as they come in using machine learning. Further, it assists to pick up and route high priority cases to next available agent who knows what the case is about.

Further, Service Cloud Einstein offers an intelligent mobile service, with which  companies can provide mobile employees with a connected service app on iOS and Android so they can deliver personalized, exceptional service anywhere.

The mobile app uses advanced algorithms to optimize scheduling and routing, provides real-time access to complete CRM data and even has offline capabilities so mobile workers can be productive without cell coverage.

Einstein Supervisor combines Omni-channel Supervisor with Analytics Cloud’s Service Wave analytics app and Smart Data Discovery, all of which are generally available.

Omni-channel Supervisor is included Service Cloud Enterprise edition and above. Service Wave starts at $75 per user, per month, and Smart Data Discovery pricing is based on the volume of data and number of users.

Einstein Case Management will be available in pilot later this year. Pricing will be announced at the time of general availability.

Intelligent Mobile Service, also referred to as Field Service Lightning, is generally available as of February 13, 2017 and starts at $150 per user, per month for organizations that have at least one Enterprise Edition or Unlimited Edition Service Cloud license.