AI for Customer Service: Everything You Need to Know
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Whether you want to improve customer experiences or deliver services faster than your competitors, you can count on AI help to streamline your business workflows and processes. So, join us in the article below to learn more about Salesforce’s AI technology. We will explore how it can be leveraged to boost service team productivity within your company while elevating customer experiences.
Let’s get started!
Benefits of Customer Service AI
When businesses sign up for Salesforce’s Customer Service AI platform, they get to:
But how is this accomplished? Well, the Customer Service platform injects AI support directly into workflows and processes for teams. Businesses can rest assured that workflows are kept safe as Salesforce’s AI tools and features are protected by the Einstein Trust Layer.
With these AI solutions, teams get to engage with customers quickly and accurately thanks to the following tech capabilities:
And if you want more AI for better business processes, you can hook up Agentforce to your Customer Service AI platform.
Agentforce is an AI assistant for Salesforce products. With it, customer service agents can work faster than ever to:
Let’s take a look at the other benefits a business can receive from signing up for Customer Service AI Cloud.
24/7 Availability
Would your organization like to answer customers all day and night, 365 days a year? With Customer Service AI, businesses get the benefit of responding to customers immediately, no matter the time, from any channel. But how does this work? Well, human customer service agents don’t work around the clock. This is where autonomous AI solutions come in.
Teams can use Agentforce Service Agent to communicate with customers and resolve cases 24/7. It uses natural language and reasoning to communicate with customers across various channels, such as:
When customers interact with an Agentforce Service Agent, they don’t only have to communicate via text. They have the option to send the following content to a Service Agent:
Understanding these types of communication preferences from customers is essential since some queries or disputes are difficult to explain with just text.
Faster Response Times
The next benefit is that teams can increase their productivity with Salesforce Service Cloud. As it leverages generative AI features from Agentforce, teams or customers can ask a Service Agent questions, and they will immediately receive trusted answers pulled from a knowledge base.
Agentforce also uses advanced language models and the Einstein Trust Layer. These deep integrations ensure responses to customers or employees are accurate and come from reliable Salesforce data. However, Agentforce can be used for more than answering customer or employee questions.
It can be used to direct cases to specific team members. This AI customer support system is useful when you have an approval process set up in your organization and need a stakeholder to accept or deny a request.
Cost Efficiency
Service Cloud offers automation solutions, like schedule and dispatch features, that could reduce your operating costs. For example, Service Cloud can increase first-time fix rates by requesting the most qualified worker attend the job. This benefit is achieved through Service Cloud’s use of advanced algorithms and machine learning capabilities that create advanced schedules.
These tools then find a service agent based on the following criteria:
And in times of emergency, Service Cloud quickly responds to customer requests automatically thanks to AI scheduling and dispatching functionality.
Scalability
The Einstein Bots from Salesforce benefit businesses by expanding solutions to all channels. Since these bots are multilingual, they are a good option for providing customers with richer experiences. Einstein Bots can be hooked up to Salesforce data quickly without any code and launched on your messaging platforms of choice.
Simply use the Bot Builder to configure them, and then you can automate the following tasks:
These actions will help customer service teams reduce workloads brought about by queries so they can focus on more creative tasks in an organization.
Personalize Interactions
By using AI to generate responses for customers, businesses get the benefit of reducing service agents’ workloads. This specific solution from Salesforce, called Service Replies, is available on Einstein for Service Cloud. It can be applied to:
Customer Service teams use Service Replies to examine customer conversations in real-time. It also pulls data from conversations and the company’s knowledge base to provide appropriate replies. Service agents can easily view and edit these responses before clicking on the software to approve and share content with customers.
Types of AI for Customer Service
Even though customers can be grouped into segments, they are all unique and have different needs. For this reason, customer service teams need solutions that are going to be effective at meeting those specific needs.
That’s why there are many types of AI in customer service. Let’s take a look at a few intelligent AI tools for improved customer engagement.
AI Chatbots
Number one on our list are Salesforce’s AI chatbots, called Einstein Bots. These AI-powered tools can be launched as customer service chatbots to support basic customer queries in the language that they prefer. These chatbots break communication barriers as they use natural language understanding (NLU) and named entity recognition (NER) models, which assist in understanding:
These Salesforce chatbots are not only useful for chatting with customers but can also be used to support customer-facing teams with these common tasks:
The best part about AI chatbots is they are available to work around the clock. Therefore, this software solution is a great idea for businesses that want to operate at all times of the day or night while reducing the time it takes to respond to customers.
Automated Ticketing Systems
With an AI-powered ticketing system, customer service teams can ensure no request falls through the cracks. If you want every single customer query, dispute, or request resolved, then we recommend building a robust ticketing system with Service Cloud.
There is no denying, no matter which industry your business operates in, the way service requests are handled will determine whether:
For these reasons and more, it is essential to meet customer expectations and resolve their issues fast in a digital-first market.
Sentiment Analysis Tools
Next on our list are sentiment analysis tools. You get access to them when you integrate Customer Service AI Cloud with Salesforce Industry products. With the Sentiment Insights component activated, teams can analyze customer sentiments via a dedicated AWS account that uses the Amazon Comprehend BatchDetectSetiment API. When configured correctly, teams use Sentiment Insights to distribute customer sentiments into the following groups:
How it works is the component measures customer responses from surveys and then gives insights on customer opinions and market trends. This information provided by AI can be used to detect which areas of business services or operations require improvement.
Content Generation
Businesses use AI from Salesforce to generate content for contact center teams or professionals working in the field. This capability can really level up customer service delivery.
For example, customer service teams use Generative AI to examine interactions they have with customers. These insights can then be used to create service plans that are preferable and relatable to customers. Additionally, generative AI is intelligent enough to respond to customer queries just like a human agent.
However, AI responds more swiftly than a human agent, with accurate information pulled from Salesforce or a knowledge base. Therefore, Customer Service AI is able to resolve queries much faster than before, which we all know satisfies customers who instantly want accurate answers.
Discover AI Features for Customer Service
That covers our topic on Customer Service Cloud and its AI capabilities. We remind you that technology is constantly evolving. There will always be more use cases to explore so that we can apply AI to deliver the best experiences to customers while making work easier for employees.
With the help of AI and Salesforce, we see service agents spending more time in the field, connecting with customers. Take a look at what field service agents have immediate access to with Customer Service AI:
By empowering service agents to work closer with customers and their data, they get to excel at their jobs, keep customers happy, and keep the company in business. This is made possible, when administrative tasks are taken care of with the help of Salesforce Customer Service AI.
TITAN’s Solution for Automating Processes in Salesforce
If you want a brand new way of working in Salesforce without code, we recommend Titan. Our robust platform can automate your business processes no matter the industry. Titan integrates directly into Salesforce with three clicks of a button and gives you 10,000 Salesforce automations per second.
Our powerful tools turbocharge Salesforce AI products at lightning speed and allows you to rapidly scale operations. We also connect your web projects and Salesforce to payment providers, popular cloud-based storage apps, and other third party integrations.
And with all your data syncing between Salesforce and web projects in real-time, we are sure you want to ask about end-to-end security. Titan’s automated flows for business processes are 100% secure and compliant with the following leading frameworks:
- GDPR
- HIPAA
- SOC 2
- ISO
So, for more information on how to create no-code workflows in Salesforce for your specific use case, reach out to us on one of our social media channels below. We would love to assist you.
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 AI replacing customer service?
No, but AI is enhancing the delivery of customer service. For example, AI supports customer service agents with repetitive tasks, such as providing quick answers that solve customer problems instantly. It’s important to remember that when engaging with customers who have complex problems, human agents are still required to offer the best services.
What is an example of AI customer support?
One example of AI for customer support is the use of its natural language processing technology in chatbots and voice assistants. With it, AI can understand human interactions even better, so they can give customer support teams insights on the following:
- Customer Sentiment Levels
- Customer Needs
- Recommendations for Responding to Customers
With access to this type of valuable information, support teams create personalized engagement strategies to elevate customer experiences.
How many companies use AI in customer service?
According to research conducted by Tidio, more than 63% of retail companies use AI when it comes to enhancing the services they provide to customers.
Do people like AI customer service?
Yes and no! People who like AI-driven customer service enjoy access to 24/7 support and fast responses. On the other hand, some customer interactions are complex or involve sensitive information. In these cases, AI customer service is not preferred over human interaction.
How will AI benefit customers?
AI tools and features give customers faster responses when dealing with a company. As these tools are intelligent, they are able to learn more about customers through their interactions. This allows AI tools to provide customers with personalized experiences faster than before.
Additionally, AI software never sleeps. This means that a business can serve customers 24/7 and ensure customers are always supported, especially at times that are more convenient for them.
