Windows displaying a case for a replacement credit card, status of the case, and recommended next best actions

Customer Service Automation

Scale support and drive efficiency with AI-powered service automation built directly into your CRM. Automate any process with flexible tools and easily extend them to your customers, agents, mobile workers, and back office teams with a unified platform. Combine our CRM data, insights, and predictive and generative AI, all natively integrated with the Einstein 1 Platform, to deliver the most personalised and contextual customer experiences, even when automated.

What can you do with service automation?

Drive efficiencies, boost productivity, and deliver quality service at scale.

Unlock data-driven customer service automation and streamline processes.

Improve efficiency and scale quickly by automating frequent and complex processes with low-code tools and solutions. Fast-track work between people and departments by coordinating interrelated, multi-team processes into a single, streamlined workflow. Empower admins and devs with point-and-click builders to create processes, integrate data, and build reusable automated actions and components.

A flow chart of a case's troubleshooting steps

Increase customer satisfaction with workflows powered by all your data — no matter where the data lives. Connect any data, system, or AI model securely, and automate tasks and processes wherever they run — including in legacy systems. Trigger automated flows based on changes to your unified customer data to deliver the most contextual and personalised experiences.

Windows displaying a customers profile and next best actions based on their data

Optimise your workflows and reduce human errors by automating high-volume, repetitive tasks at scale. Enable your team to focus on higher value work by replacing mundane tasks with bots that can intelligently process documents, enter data, or take action on the user’s behalf, all without code. Use these bots across any system or application, including PDF documents, spreadsheets and even disconnected legacy systems.

A workflow chart of a system being updated
A flow chart of a case's troubleshooting steps
Windows displaying a customers profile and next best actions based on their data
A workflow chart of a system being updated

Eliminate manual tasks and boost productivity.

Deliver personalised service and save time with AI built directly into your flow of work. Use Einstein to analyse historical case data and automatically classify and route them to the right agent or queue. Empower agents with AI-generated replies, summaries, and knowledge articles crafted from conversation data and your company’s trusted knowledge base. Combine your business rules and predictive models to surface the right offer and next best actions to take, in real time.

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

Minimise operating costs and improve first-time fix rates by dispatching the right mobile worker with the right skills and tools to show up at the right time. Advanced algorithms and machine learning create optimised schedules and find the most efficient route for field technicians based on their status, skill sets, location, and job details. You can also quickly respond to dynamic requests and emergencies with automated scheduling and dispatching.

Various case interactions on different channels being assigned to the appropriate agents
Windows displaying Einstein generated responses and recommended next best actions for a customer case
Various case interactions on different channels being assigned to the appropriate agents

Build once and deploy everywhere.

Maximise efficiency with a library for all your common service processes. Accelerate time to value by enabling admins to build and manage catalog workflows with a simple and easy-to-use interface. Fulfill customer requests faster by configuring catalog items to collect the right info and route to the right queue. In just a few clicks, you can expose these new automations across multiple channels.

A service catalog dashboard

Reduce costs and increase case deflection by empowering customers to complete tasks on their own. Give customers access to automated business processes through your website or mobile app. Guide them with dynamic, step-by-step screen flows and surface the most relevant information and recommendations all based on the customer's unified profile.

A self-service portal providing customer action options and bot assistance

Scale intelligent solutions across multiple channels with chatbots. 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 and in their preferred language with multilingual bots.

Use an easy, point-and-click interface to build and launch bots in minutes
A service catalog dashboard
A self-service portal providing customer action options and bot assistance
Use an easy, point-and-click interface to build and launch bots in minutes

Get the most out of your customer service automation software with thousands of partner apps and experts.

Accenture logo
cognizant logo
Deloitte logo
Financial Force logo
Projector logo
Shonnah Hughes - Chief Digital Officer

Join the #ServiceStars movement.

Together, we're building the largest and most successful community of service professionals.

Learn new skills with free, guided learning on Trailhead.

Customer Service Automation FAQ

A solution that automates various aspects of customer support, from self-service to case management to field service operations. It streamlines processes, improves efficiency, and enhances the overall customer experience by reducing manual effort and providing faster and more personalised service.

There are several benefits, including improved efficiency, enhanced scalability, increased customer satisfaction, personalised interactions, and cost savings. It enables businesses to deliver faster, more effective support and meet customer expectations in a highly competitive market.

Consider factors like scalability, ease of use with options to customise, integration capabilities, built-in AI, and native digital channels. Look for a solution that can span the full customer experience and brings all of your service automation needs onto one unified platform.

Start by analysing your current processes and identify repetitive tasks that can be automated for both your customer and your service team. Then look at areas where AI can supercharge the automation with intelligent recommendations for an even faster and more personalised experience.