Windows displaying Einstein service responses and recommended next best actions for a customer case

Customer Service AI

Deliver personalised service and save time with AI built directly into your flow of work. Utilise our trusted AI for customer service to create seamless conversational, predictive, and generative AI experiences for your agents and customers. Service Cloud has everything you need to scale now and drive immediate value.

What can service organisations do with trusted AI?

Strengthen customer relationships with AI-generated personalised replies, recommendations, and knowledge articles powered by your trusted CRM data natively integrated with the Einstein 1 Platform.

Boost service team productivity.

Generative AI for Service Cloud Einstein

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 analyse 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.

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. Summarise support interactions and create helpful knowledge articles. Build a knowledge base with articles on topics ranging from product details to frequently asked customer questions.

Einstein Generative Knowledge

Help agents and customers find answers faster with AI-powered Search for Knowledge. Surface generated answers to agents' and customers' questions that are grounded in your trusted knowledge base directly into your search page or agent console. Help agents find results faster with an improved filtering experience and multi-language search support. Enhance and customise Einstein Search with your desired parameters for Knowledge to best fit your needs.

Einstein Generative Knowledge

Personalise every interaction.

Service Cloud Einstein

Give agents the right recommendations, right when they need them. Guide agents with AI-generated suggested offers and actions crafted from your trusted data. Refine those recommendations and manage suggestions in categories like repair, discount, or add-on service.

Suggestions on next best actions for a customer case

Maximise efficiency by making the most out of data and learnings from your resolved cases. Use Einstein to analyse 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.

Case Classifications provides a data entry with case details

Eliminate time spent typing common responses and personalised messages. Empower agents with a library of approved responses to common questions. Surface relevant responses to support agents in the console based on the context of the conversation.

Reply Recommendations
Suggestions on next best actions for a customer case
Case Classifications provides a data entry with case details
Reply Recommendations

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.

A window displaying customisable service bots.

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.

Bots saying 'hello' in various languages.

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.

A window displaying Einstein Bots API with various communication channels.
A window displaying customisable service bots.
Bots saying 'hello' in various languages.
A window displaying Einstein Bots API with various communication channels.

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 Service Cloud Einstein at this price point.

Service Cloud Einstein

Add predictive and generative AI to Service Cloud.

$ 50
user / month
USD (billed annually)**
  • Generative Service Replies & Work Summaries
  • Article & Reply Recommendation
  • Case Classification & Routing

Get the most out of AI for Service with thousands of partner apps and experts.

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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.