Salesforce Intros Service Cloud Einstein
"Customers today expect and demand great service experiences," said Adam Blitzer, EVP and GM, Service and Sales Clouds, Salesforce. "Service Cloud Einstein empowers companies to transform any customer service interaction into a smart conversation that drives brand loyalty and creates customers for life."
"At STANLEY Healthcare, our goal is to deliver superior patient care and service," said Steven Mascola, IT Director, STANLEY Healthcare. "We're excited about the introduction of Service Cloud Einstein and the opportunity to deliver even more personalized and connected support for our customers."
"AI stands to dramatically improve how
customer service organizations operate and
connect with customers—the biggest hurdle
for companies is just how do they get
started," said R "Ray" Wang, Principal
Analyst and Founder, Constellation Research.
"By building AI directly into a service
application, customer service organizations
can start infusing AI into everything they
do and start augmenting their customer
•Einstein Supervisor: Now, contact center supervisors are empowered 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. Einstein Supervisor can even predict customer satisfaction and make specific recommendations to improve the customer experience. For instance, a service supervisor at an appliance manufacturer gets an alert telling her there's an increase in calls coming from owners of a specific dishwasher model. Drilling into the data, she discovers all the cases involve dishwashers made during a three-month period at one factory. The supervisor alerts management, who then proactively alert other impacted customers and begin deploying mobile employees to fix all of the potentially impacted dishwashers—heading off what could have become a larger service issue.
•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. With Einstein Case Management, high priority cases get quickly routed 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. For instance, a customer calling a networking device company could be asked a series of basic questions by a bot—name, reason for the call and serial number on the impacted device. After gathering the information, Einstein Case Management knows that the customer's home networking gateway is not working and can route the case to the best agent with key details about the issue, empowering the agent to dive into troubleshooting-mode and immediately fix the problem.
•Intelligent Mobile Service: More and more
companies are providing service out in the
field - whether it's a financial advisor
going to meet with a new client or a nurse
who provides in-home care. Though the use
cases vary, customers expect great service
wherever they are. With Intelligent Mobile
Service, companies can now 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. For instance, when a solar panel
repair request comes in, it is intelligently
assigned to the best person for the job
based on expertise and proximity. The app
provides them with the customer's history,
service issue and parts required for the
job. The field tech is then routed to the
closest warehouse to pick up the parts, so
they can arrive at the customer's house with
everything needed to fix the solar panels on
the first visit.
•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. Field Service Lightning is generally available for download in the App Store here and is available in pilot on Android.