• New Einstein Supervisor empowers contact center managers by surfacing trending issues in real-time and using smart data discovery to optimize operational performance
  • New Einstein Case Management will use machine learning to intelligently classify cases, automatically routing them to agents with the information needed to resolve them faster
  • New Intelligent Mobile Service apps for iOS and Android use advanced algorithms that enable mobile workers to deliver personalized customer service

Salesforce [NYSE: CRM] announced Service Cloud Einstein, the world’s #1 intelligent customer service platform. With Service Cloud Einstein, companies can use artificial intelligence to manage the increasing complexity of customer service and drive new levels of agent productivity and efficiency, while providing customers with a world-class, omni-channel service experience. 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.

Customer service has evolved from being a cost center to a growth driver, and leading companies are prioritizing customer service to increase brand loyalty. At the same time, customer service is becoming increasingly complex. New channels and technologies—from messaging and mobile apps to social networks and chatbots—are rapidly emerging, leaving many service organizations unsure of which channels to prioritize and the best way to empower service teams to create exceptional customer experiences. 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.”

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Source: Salesforce Press Release