Salesforce OmniStudio 2023: Developing Chatbots & Voice Assistants
Hawk-eye editor with a passion for trailblazing Salesforce experiences
If you have been reading our article series on Salesforce Omnistudio, you will know that this 2023 product from Salesforce has a wide array of applications. One use case that Omnistudio can noticeably streamline is the development of chatbots and voice assistants across virtually any industry. In this article, we take a look at some examples and check out how Omnistudio can help develop chatbots and voice assistants in customer service and education. But first, how do you set up voice assistants and chatbots using Omnistudio, to begin with?
Salesforce OmniStudio: Set up Voice Assistants & Chatbots
You can set up chatbots and voice assistants using Omnistudio relatively easily, once you know the steps to follow. The good news is this can be done across an array of social media platforms like Facebook and also on virtual assistance software like Amazon’s Alexa.
Omnistudio Setup
You, of course, need to install the OmniStudio package for Salesforce, then you need to figure out what platform you want to create your chatbot or voice assistant on. Next, you need to start a project and define a conversation flow as well as the bot’s reactions. You can then also add integrations, if this suits your project’s purpose, and also test your chatbot or voice assistant to see if it is working. Finally, you can go live with your bot on the platform you have chosen, and track its performance using Salesforce analytics to see how it could potentially be enhanced.
This is your basic setup for a chatbot or voice assistant with Omnistudio, and you can of course read up on their website for further details and elaboration on the above steps.
But most importantly, how can this software help your business? Let’s dive into some common use cases for this software and how it might benefit day-to-day life.
Chatbots and Voice Assistants for Customer Support
Every company would like to offer round the clock support, but getting man-power to work 24 hours a day, 7 days a week can be challenging. In particular, it requires a decent budget and some logistical savvy. This is where chatbots and voice assistants can be a massive help in resolving customer queries, support tickets, emails, and of course frequently asked questions.
Omnistudio designed for Chatbots
With Omnistudio, you can design seamless conversation flows for your bot, to make it easy for them to engage with customers, vendors, and agents in a helpful and intelligent way. Omnistudio has several features, which make it conducive to the needs of customer support. For example, you can set up potential or common customer questions and then the bot’s responses to these key queries all using drag-and-drop
NLP or natural language processing is also another key component of how Omnistudio works, which quite simply means that your bot will be able to figure out the main purpose behind what the customer is asking, even if questions are phrased in different ways. Similarly, Omnistudio’s chatbots and voice assistants work with multi-language capability so they are able to respond to queries and requests in different languages, with no problem.
As you would expect with any Salesforce product, you can of course monitor the success of your chatbot with a full suite of analytics and reporting tools, which will also provide insight into what your customer is thinking and really wants.
Benefits of Chatbots for Customer Support
All in all the benefits of chatbots and voice assistants for customer support are significant, saving time and money while also ensuring your customers get the information they need at their fingertips. Omnistudio empowers you to set up customer support chatbots relatively seamlessly and what’s more, provides accurate answers to important questions.
Chatbots and Voice Assistants for Education
All students have lots of questions, and any bot for education needs to be able to answer them in a way that is tailored to individual learning journeys. Omnistudio has the potential to create web applications that assist students with chatbots personalized to each learner’s unique experience and provide the insight they need to master their subjects and courses. But in practice, how does this actually work?
Some examples of how Omnistudio voice assistants and chatbots can help to create a unique digital Salesforce experience for students by including suggestions to students on books or materials that might benefit their preferences and study-focus. Similarly, these bots can also vet student submissions and assignments for accuracy, while providing insightful comments. With Omnistudio’s support for NLP, tutoring, teaching, and problem-solving in any subject is possible given that the bot will be able to understand the basic purpose of a student’s question.
Administrative Support for Students via OmniStudio’s Chatbot
Omnistudio bots and assistants work with live push and pull of Salesforce data and can be fully integrated with any school system. This means they come equipped to help students with registration, enrollment, finding their way on school campus, as well as getting course information, and details on who their professors will be.
If, for example, a student doesn’t know how to find a new classroom, or doesn’t know if they have the right subjects or credits to enroll for a particular course, then Omnistudio bots can easily help, leaving staff free to help with more complex problems on-site.
Become Multi-Lingual with OmniStudio’s Assistance
Students at any age and stage can also learn new languages with the help of Omnistudio’s bots. Given Omnistudio’s support for any language, theoretically, it could help a student learn introductory French or practice for a summer abroad in Spain. The tool can be tailored to support the needs of a particular student and meet their personal goals for learning a new language.
OmniStudio Chatbots: Your new Study Buddy
Omnistudio chatbots can also work as a new “study buddy” for students, offering aids to the learning experience. These learning aids can be anything you choose to define such as interactive games and quizzes, keyword cards, references to video material, and more. Given that these chatbots can work on multiple platforms, a student can choose to use them on the platform that best suits their individual preferences.
Alternative to Salesforce OmniStudio Chatbots and Voice Assistants
There are of course several alternatives to OmniStudio chatbots and voice assistants. Of these, Titan’s 2023 release of this product comes with a far lighter price tag and speedier time to market. Do you want no-code Salesforce solutions and to work with any custom or standard Salesforce Object? Our no-code solution is also fully tailored to customer support and the education industry above. This feature is coming soon so watch our website and this space!
If you liked learning about Omnistudio’s declarative tool, why not read about our Web Apps?
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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.
