There are many case studies illustrating how artificial intelligence can improve the efficiency of a contact centre by automating the resolution of highly repetitive enquiries, such as order status, password reset etc. AI can also assist agents when an enquiry cannot be automated, by prompting agents with potential answers, suggesting case record field values and smart routing of cases to the most appropriate agents.
As a Salesforce Service Cloud customer, where do you start if you want to incorporate Salesforce Einstein into your operations? In this guest blog post for Salesforce Ben, I present 10 Einstein features that can be applied to 6 common contact centre business challenges. The post is accompanied by a cheat sheet, a handy guide that summarises each feature, typical use cases, licensing models, pricing, where to find additional help and even which Trailhead module will get you started.
Hopefully, the post will help accelerate your journey to leveraging Salesforce Einstein to lower costs, improve customer satisfaction and reduce service agent attrition. You can read the full post here.