Salesforce has added new power to its existing Einstein intelligence CRM with the launch of Service Cloud Einstein, breaking it down into a number of components aimed at strengthening customers’ various critical CRM functions.
The new additions include Einstein Supervisor, which provides contact center supervisors with omni-channel insights and AI-powered analytics to help increase agent productivity and customer satisfaction by combining real-time operational insights with smart data discovery.
Salesforce is also adding Einstein Case Management, which employs machine learning to automatically classify and escalate cases as they come in. This can support agents by providing relevant customer case data before they take the call, without needing to search for information once the call has been answered. It can also identify and route priority calls to agents.
A mobile component has also been added, a connected service app that uses advanced algorithms to optimize scheduling and routing for sales teams working out of the office, while delivering real-time CRM data at the same time.
Einstein Supervisor is being made available immediately for users of Salesforce Sales Cloud Enterprise and more. Case Management will be available in pilot format later this year.
The intelligence mobile service, also known as Field Service Lightning, is available on iOS and is in pilot as an Android app. It has been priced at $150 per user per month. It can be accessed by organizations that have at least one Enterprise Edition or Unlimited Edition Service Cloud license.
Key Takeaways:
• 79% of IT and business executives agree that AI will help to accelerate technology adoption throughout their organizations., according to Accenture.
• There is broad agreement that AI will help improve the experience and outcome for every critical customer interaction.
• By building AI directly into a service application, customer service organizations can start infusing AI into every activity and increase customer service.
