CRM giant Salesforce has announced Service Cloud Einstein, an intelligent customer service platform that uses artificial intelligence to manage the increasing complexity of customer service. The product is designed to drive new levels of agent productivity and efficiency, while providing customers with an omni-channel service experience.
According to the company, Service Cloud Einstein adds a layer of intelligence to every service interaction, empowering all service employees to deliver incredible customer experiences—whether it is the agent, supervisor or mobile worker in the field.
“Customers today expect and demand great service experiences. Service Cloud Einstein empowers companies to transform any customer service interaction into a smart conversation that drives brand loyalty and creates customers for life,” said Adam Blitzer, EVP and GM, Service and Sales Clouds, Salesforce.
Salesforce holds that service organizations need to strike a delicate balance between embracing emerging technologies, delivering exceptional service and maintaining operational excellence—and intelligence is the answer.
According to Accenture, 79% 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 has integrated the following capabilities in Service Cloud Einstein:
• Einstein Supervisor: This will empower contact center supervisors with real-time, 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. It can even predict customer satisfaction and make specific recommendations to improve the customer experience.
• Einstein Case Management: Using machine learning, cases will automatically be escalated and classified as they come in. In addition, relevant information required to resolve cases, such as knowledge articles or videos, are automatically surfaced, saving agents’ valuable time and creating improved customer experiences. In this way, Einstein Case Management routes high priority cases quickly to the next available agent who knows what the case is about before they even pick up the phone, making the experience seamless for the customer. Agent job satisfaction also increases, because they can spend more time resolving customer issues and less time asking routine questions.
• Intelligent Mobile Service: This will provide help companies their 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.
Pricing and Availability
Einstein Supervisor that combines omni-channel Supervisor with Analytics Cloud’s Service Wave analytics app and Smart Data Discovery has been made generally available. Service Wave has a starting price of $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 also made generally available and starts at $150 per user, per month for organizations that have at least one Enterprise Edition or Unlimited Edition Service Cloud license.