How AI Chatbots Enhance User Experiences in Salesforce
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According to IBM, AI chatbots can reduce customer service costs by 30%!
That’s quite a win for businesses trying to save money, but that’s not all they get from upgrading customer service processes with AI technology. Other benefits of AI chatbots include, quickly responding to issues no matter the time of day and managing multiple cases at the same time, without decreasing the quality of answers delivered to customers.
If you want to learn more about how your business can chat with AI and amplify customer experiences, join us in the article below. We explore how AI chatbots and other Salesforce products help companies provide more support to customers 24/7.
Let’s get started!
What Are AI Chatbots?
They are computer programs with built-in artificial intelligence (AI) to understand people and respond to their questions in real-time. AI chatbots are frequently added to games and websites to interact with customers. The reason for their rise in popularity is due to their nimble performance of complex tasks, which include:
AI Chatbot for Customer Service
As a result of their capabilities, these clever AI chatbots are often deployed by customer service teams to support their initiatives. AI chatbots for customer service have come a long way and in some cases it’s difficult to decipher whether we are communicating with a robot or a human being.
This human-like communication from AI chatbots is a deliberate design choice, as web developers and designers want people to personally interact with their clever programs. Therefore, you will find the purpose of AI chatbot features is to communicate with people in very relatable ways.
Salesforce Chatbot Solutions for Customer Service Teams
Websites and portals are built to connect and interact with customers. So, when it comes to giving customers personalized experiences online, Salesforce provides Einstein Bots to support customer service teams.
These Einstein AI bots are multilingual, secure, and are powered by artificial intelligence technology, which means they are ideal solutions to deploy on messaging channels inside web apps, third-party systems, or even Slack. Make sure to ask your Salesforce admin to configure them, as they can be set up quickly with a few clicks to reduce the workload of customer service agents.
One task service agents can start improving immediately with Einstein Bots is quickly resolving simple customer issues with AI-generated responses so they don’t need to. Another is that Einstein Bots can automate common repetitive tasks that are already integrated into Salesforce data for service teams.
Advantages of Salesforce Chatbot Solutions
All right, we have a broad understanding of these independent communication tools. Now, let’s dive deeper and take a look at some of the benefits an AI chatbot gives customer service teams who work with Salesforce regularly.
24/7 Availability
If you want an autonomous AI-powered solution that answers customer queries at all times of the day or night, check out Salesforce’s Agentforce Service Agents. They support customer service teams thanks to working with natural language and reasoning models.
Service Agent chats can be launched on self-service portals as well as messaging channels. Here are a few common places to add a Service Agent chatbot:
Salesforce understands that some queries are difficult to explain in text over chat. For this reason, customers can interact with a Salesforce Service Agent in any format they need. They not only get to interact with the AI chatbot using text but can also:
Instant Responses
The next benefit of deploying a Salesforce chatbot solution is that customers can message and chat with a business in real time. They never have to wait for an answer again. With Einstein Bots, customer service teams can add chatbots to websites, mobile apps, and more so that customers can instantly interact with the business in more places than one.
Personalized Interactions
If you are looking to deliver that personalized conversational experience to customers, you will need to extend Einstein Bots. The Omnichannel Customer Engagement product is well suited for this task as it can give customer service teams personalized interactions in Einstein Bots for customers across many channels.
Handling Repetitive Tasks
Salesforce’s Agentforce provides AI Service Agents to assist customer service teams in raising productivity levels. For example, teams can save time by asking AI Service Agent questions and trust they get accurate and reliable feedback from a Salesforce knowledge base, advanced language models, and the Einstein Trust Layer.
And that’s not all! AI Service Agents can be customized for specific team tasks, such as being configured to direct cases to specific experts for approval.
With precise knowledge and automation at their fingertips, customer service teams can 100% boost their productivity with Service Cloud.
Seamless Multi-Language Support
Customer service teams don’t have to learn additional languages to support customers. They can use Einstein Bots to break down language barriers and support businesses scaling to new markets. Einstein Bots use natural language understanding (NLU) and named entity recognition (NER) models to respectfully comprehend a customer’s preferred language and these important details:
Efficient Ticketing System
With the Einstein for Service solution from Salesforce, teams get a Case Classification feature. It makes them more efficient by combining and analyzing Salesforce data and insights from previously resolved cases using AI. Then, it can automate the following tasks for customer service teams:
This automated system has AI capabilities of assigning fields, which makes it ideal for organizing customer service tasks well, so customer cases can be resolved accurately and quickly.
Data-Driven Insights
How do you know whether your Einstein Bot is adding value to your business? Well, you can use Salesforce to analyze chat data, performance metrics from your Einstein Bot, and other costs. Then, you get an idea of its worth when deciding to add it to customer service objectives.
With Einstein Bot, reports and visualization graphs can be built to understand the usefulness of chatbots, key performance indicators, and other analytics in your business. With this information in hand, you can make objective decisions to build chatbots that understand your target audience better.
Optimizing chatbots is a continuous process as customer preferences always change and there will be new challenges for updated products and services. Remember to make use of Salesforce’s reports and dashboards to continually optimize your Einstein Bots for business success.
Reduced Operational Costs
The Contact Centre product recommended by Salesforce to extend Einstein Bots is a good solution, if you want to install software that also maximizes your return on investment (ROI).
This AI-powered software connects your Salesforce to every channel to unify customer data so customer service teams can upgrade their Contact Centre into an Omnichannel Engagement Centre, necessary for saving money in customer service operations. But where do we see these cash savings?
Customers will enjoy the Contact Centre as it intelligently resolves queries quickly using embedded telephony technology. Here are some of the benefits of Contact Centre for phone channels:
Contact Centre also provides customer service teams with support for live chats, messaging, AI assistants, and help centers.
Continuous Improvement
Do more with chatbots than just interact with customers without human involvement. In Salesforce you can take chatbots to the next level by connecting them to your customer data and business processes.
Then, once tested and successful at speeding up tasks, launch these processes to all your communication channels. These enhanced processes will support customers by giving them the right information to resolve queries independently, such as the ability to:
These types of tech advancements improve customer experiences by giving them the power to complete tasks, help themselves, and resolve issues at any time without the help of a human being.
Omnichannel Support
Einstein Bots can be extended to include omnichannel routing from Salesforce. This feature automatically routes queries from channels to an Einstein Bot or a qualified human customer service agent, who has the right:
Working with the omnichannel routing feature helps service teams close cases logged by customers faster than before.
TITAN Enhances Customer Service with Automated Workflows for Salesforce
Thanks for reading our article on enhancing customer services with AI chatbots. Do you want to know another way you can increase customer service productivity in teams? If you answered yes, check out Titan. Our platform can automate workflows for any use case in Salesforce.
The best part about Titan is that it requires no coding experience or skills to quickly build robust processes for Salesforce. Do you need to connect your web projects to third-party payment providers? Or what about cloud-based storage for archiving important documents? We can help you achieve this so your customer service workflows are running smoothly and efficiently.
Here are a few more features from Titan to show you what you can achieve for your service teams and customers:
Scale Customer Services with No Code
These are just a few features from Titan to design and execute customer service processes that connect users inside and outside of Salesforce. You can do so much more with our no-code flow builder for Salesforce. Contact us for more information.
See you soon!
Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us.
Frequently Asked Questions
Is there a free AI chatbot?
Yes, ChatGPT is one of them.
What is the Best AI Chatbot?
The best AI chatbot for your specific setup will be based on the needs of your business. However, we think that Einstein Bots and Agentforce are excellent choices since they work so well with Salesforce. But we understand that you might need other third-party options for custom business requirements, so here is a short list of AI chatbots to try out as alternatives that integrate with Salesforce:
- Ada
- LivePerson
- Zendesk Chat
