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Customer Service AI
Improve agent productivity and elevate customer experiences by integrating AI directly into the flow of work. Our AI solutions, protected by the Einstein Trust Layer, offer conversational, predictive, and generative capabilities to provide relevant answers and create seamless interactions. With Agentforce — your AI assistant for CRM, you can empower service agents to deliver personalised service and reach resolutions faster than ever. Service Cloud has everything you need to scale now and drive immediate value.
What can service organisations do with trusted AI and Data?
Increase customer satisfaction and boost service team productivity with AI-generated replies, summaries, answers, and knowledge articles powered by your trusted CRM data natively integrated within the Salesforce Platform.
Answer customers 24/7 with autonomous AI.
Agentforce Service Agent
Resolve cases any time. Agentforce Service Agent chats with customers using natural language and sophisticated reasoning across self-service portals and messaging channels like WhatsApp, Apple Messages for Business, Facebook Messenger, and SMS. Customers can even send photos, videos, and audio if their issue is too hard to explain in text.
Deliver accurate answers to every customer. Agentforce Service Agent grounds its responses with your business data. Integrate data, including Knowledge, from third-party systems to help Agentforce Service Agent generate accurate responses personalised to your customers' specific needs and preferences.
Get setup in minutes. Agentforce Service Agent doesn’t require thousands of lengthy structured dialogues. Simply use out-of-the-box templates, existing Salesforce components, and your LLM of choice to get started quickly. Need something more specific for your business? Create custom actions using the low-code builder.
Protect the privacy and security of your data with the Einstein Trust Layer - built on the Salesforce Platform. Mask personally identifiable information and define clear parameters for Agentforce Service Agent to follow. If an inquiry is off-topic, Agentforce Service Agent will seamlessly transfer the conversation to a human agent.
Boost service team productivity.
Generative AI for Service Cloud
Make work faster for agents, supervisors and customers with Agentforce, your AI assistant for CRM. Ask questions and make requests to get trusted and useful answers. Agentforce can assist with tasks like answering questions using your knowledge base. You can also customise its actions, like routing cases for approval. Agentforce uses advanced language models and the Einstein Trust Layer to provide accurate and understandable responses based on your CRM and external data.
Drive efficiency and boost agent productivity with AI-generated summaries for any work, order, or interaction. Save time by using Einstein to predict or create a summary of any issue and resolution at the end of a conversation. Empower agents to review, edit, and save these summaries to feed your knowledge base.
Support customers and save agents time by making useful information easily accessible. Summarize support interactions and create helpful knowledge articles. Build a knowledge base with articles on topics ranging from product details to frequently asked customer questions.
Improve search efficiency for agents and customers with AI-powered Search Answers. Quickly generate answers from your trusted knowledge base and display them directly in the search page or agent console. Agents can find results faster with better filtering and support for multiple languages. Customize Einstein Search to match your specific knowledge parameters for optimal results.
Personalize every interaction.
Einstein for Service
Increase customer satisfaction and reduce agent handle time with AI-generated replies on SMS, Whatsapp, and more. Use Einstein Service Replies on any channel to analyze content from customer conversations in real time. Receive AI-generated replies crafted from data from the conversation or from your company's trusted knowledge base. Enable agents to share these replies with customers with one click, or edit them before sending.
Service Planner uses generative AI-powered step-by-step plans based on case-specific data to streamline customer support, enhance agent productivity, accelerate agent onboarding and ensure company policy compliance. By integrating intelligent automation with detailed service plans, organisations can achieve higher service standards, optimise resource allocation, and improve overall customer satisfaction.
Maximize efficiency by making the most out of data and learnings from your resolved cases. Use Einstein to analyze cases from previous months and automate the data entry for new cases, classify them appropriately, and route them to the right agent or queue. Reduce agents’ handle time with AI-assigned fields and help them resolve cases quickly, accurately, and consistently.
Scale intelligent solutions across all channels.
Einstein Bots
Launch a multichannel, multilingual bot that integrates with your Salesforce data in just a few clicks. Automate routine tasks — like providing common answers or performing typical processes — and help your team do more. Easily create rich experiences for customers on their preferred messaging platform.
Connect with customers in the language they prefer. Provide service that transcends cultural barriers with bots that use natural language understanding (NLU) and named entity recognition (NER) to understand language and local details such as dates, currency, and number formatting.
Extend the power of Einstein Bots to any channel or your own custom-built client. Deploy Einstein Bots to every part of your business, from marketing to sales to HR. Qualify and convert leads, streamline employee processes, and build great conversational experiences with custom bots.
Take a tour of the #1 AI CRM for service.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
Complete your Customer Service AI solution with products from across the Customer 360.
Service Cloud
Drive productivity, reduce costs, and increase customer satisfaction at scale with Service Cloud
Einstein Bots
Resolve cases faster and scale 24/7 support across channels with AI-powered chatbots.
Customer Service Automation & Process
Scale support and boost customer satisfaction with personalised, smart, data-driven automation.
Salesforce Platform
Safely connect any data to build AI-powered apps with low-code and deliver entirely new CRM experiences.
Flow Library
Dig into pre-built templates and bring automagic across your entire organisation.
Flow Orchestration
Automate multi-user, multi-step processes and build parallel workstreams to boost productivity.
Self-Service
Deflect cases, cut costs, and boost efficiency by empowering your customers to find answers first.
Customer Service AI Pricing
Start by selecting your Service Cloud edition. Some editions already include AI right out of the box. For the others, you can easily add Einstein for Service at this price point.
Einstein for Service
Add predictive and generative AI to Service Cloud.
$
75
user / month
USD (billed annually)**
- Generative Replies, Summaries, Answers, and Knowledge Articles
- Article & Reply Recommendation
- Einstein Copilot: Service Actions
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information. **Includes a limited number of generative credits.
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Customer Service AI FAQ
AI for customer service and support refers to the use of artificial intelligence technologies, such as natural networks and large language models, to automate and enhance customer engagements. AI augments customer service and support while improving service team productivity, providing relevant responses, and personalising support experiences.
Some of the key benefits of AI for customer service and support are service team productivity, improved response times, cost reduction through automation, personalised customer experiences, and more accurate insights and analysis. It enhances efficiency, enables self-service options, and empowers support agents with valuable insights for better customer satisfaction.