Salesforce Service Cloud
Complete service platform powered by humans, AI agents and trusted data. Allows to monitor social media for mentions of your company's products and communicate with customers on Facebook, Twitter and other social networks. It includes a knowledge base, a customer portal with a community, and online chat. Integration with email and telephony is also available.
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2024. Salesforce Introduced Einstein Service Agent
Salesforce has unveiled AI customer service agent called Einstein Service Agent. This agent uses generative artificial intelligence (GenAI) to handle digital customer queries of varying complexity without the need to pre-program responses. For the AI agent to work, contact centers must connect it to their trusted knowledge bases, data warehouses, and other important external information sources. The solution is built on the Einstein 1 platform and is currently in pilot testing, but Salesforce promises general availability by the end of the year. Although Salesforce is currently actively promoting the use of generative AI with the announcement of autonomous agents, most customers will be cautious and require further proof of the technology's reliability before implementing it.
2020. Salesforce beefing up field service offering with AI
Salesforce is adding some AI enhancements to its field service offerings that take advantage of this capability. For starters, the company announced Dynamic Priority. Certainly humans are capable of prioritizing a list of repairs, but by letting the machine set priority based on factors like service agreement type or how critical the repair is, it can organize calls much faster, leaving dispatchers to handle other tasks. Also Salesforce also wants to give the customer the same capability they are used to getting in a rideshare app, where you can track the progress of the driver to your destination. Appointment Assistant, a new app, gives customers this ability, so they know when to expect the repair person to arrive.
2016. Salesforce adds messaging to Service Cloud
Salesforce launched LiveMessage, a tool that helps customer service reps manage messaging traffic just like any customer interactions in Service Cloud. It supports SMS/MMS and Facebook Messenger, but over the next year the company expects to add support for other message apps, as well. This new functionality is built with technology that came from the HeyWire acquisition in September. All of the message traffic, regardless of the tool, appears in a tabbed view in Service Cloud, just as it does with phone or web chats.
