{"id":64588,"date":"2024-07-31T11:03:16","date_gmt":"2024-07-31T01:03:16","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=64588"},"modified":"2024-07-31T11:42:56","modified_gmt":"2024-07-31T01:42:56","slug":"how-trusted-ai-opens-up-new-possibilities-for-customer-service","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/how-trusted-ai-opens-up-new-possibilities-for-customer-service\/","title":{"rendered":"How Trusted AI Opens Up New Possibilities for Customer Service"},"content":{"rendered":"\n

The question of how AI will impact service delivery is top of mind for service leaders and contact centres globally. The answer is increasingly clear as conversational, predictive, and generative AI capabilities come together to improve agent productivity and customer service.<\/h2>\n\n\n\n

When talking to service leaders and contact centre professionals about their priorities, there\u2019s a consistent theme. They remain focused on efficiently meeting customer expectations, but this has become harder to do.<\/p>\n\n\n\n

As customer expectations rise, so do calls and emails to the contact centre. And the cost to handle those calls and emails has increased, driven by inflation and increased wages. Self-service channels resolve some  questions and requests, but those that remain are more compex. 
The good news is that AI is ushering in a new era in service delivery<\/a>, one where customers and agents are both more empowered and issues are resolved faster.<\/p>\n\n\n\n

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Dig into our latest customer service research<\/h2>\n\t\t\t\t\t\t\t

High-performing service organisations are using data and AI to generate revenue while cutting costs \u2014 without sacrificing the customer experience. Find out how in the 6th edition of the State of Service report.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t

\n\t\t\t\t\tGet the free report<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t
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Why trusted AI is a game changer<\/h2>\n\n\n\n

What if you could automatically generate content to help customers solve their own problems and deliver that content over a connected set of engagement channels? <\/p>\n\n\n\n

Or what if you could automatically generate a service plan to solve your customers’ issues and then evaluate and improve that plan using AI? <\/p>\n\n\n\n

It\u2019s easy to get excited about the future of customer service, but for many organisations, it has felt out of reach. They want assurance that these new large language models<\/a> (LLMs) are not going to hallucinate and provide the wrong answer or make a promise to customers that they can\u2019t keep. 
This is where trusted AI is changing the game. Trusted AI delivers responses grounded in an organisation\u2019s data. So when a customer asks for help from a customer service chatbot<\/a>, the response is informed by an understanding of who the customer is and what they might need. It\u2019s also informed by  knowledge articles, product documentation, and other unique data.<\/p>\n\n\n\n

Einstein 1 Service brings AI into the flow of work<\/h2>\n\n\n\n

Einstein 1 Service<\/a> brings together trusted AI and data to support the delivery of personalised customer service at scale. <\/p>\n\n\n\n

It starts with meeting customers on their channel of choice and providing a self-service experience that allows them to resolve their own issues with the lowest possible effort. <\/p>\n\n\n\n

If that\u2019s not possible, customers are seamlessly connected to an agent that has AI superpowers to meet their expectations. Those superpowers come from having all data unified in Data Cloud<\/a> and using it together with solutions like Einstein Copilot<\/a> to bring AI into the flow of work.
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A customisable, conversational, and generative AI assistant for CRM, Einstein Copilot helps agents surface relevant answers to customers\u2019 questions using their internal knowledge base. Einstein Copilot can also help with tasks such as routing cases for approval and generating conversation summaries. <\/p>\n\n\n\n

Einstein Copilot serves as an effective assistant to service leaders, too, and especially when paired with Service Intelligence<\/a>. Powered by Data Cloud, Service Intelligence brings together all the data a service leader needs to make informed decisions fast. <\/p>\n\n\n\n

For example, service leaders can quickly see key metrics such as total number of escalated cases, average time to close, and customer satisfaction scores. They can also spot specific issues such as a spike in a particular support queue. Then, they can interact with Einstein Copilot to identify the reason for that spike and find a solution.<\/p>\n\n\n\n

How Xero are reimagining service delivery<\/h2>\n\n\n\n

Nigel Piper, Executive General Manager, Customer Experience at Xero, is focused on how generative AI can improve the experience of both customers and employees. <\/p>\n\n\n\n

The business is already several years into its AI journey and uses it to help customers and partners quickly find answers and support via Xero Central. More than 96% of their questions are answered instantly through the content created by Xero while the rest can be immediately directed to the appropriate specialist.<\/p>\n\n\n

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“Xero has always been focused on leveraging new technologies to help our customers. Generative AI provides a new lever for us to think about service and the experience that will benefit our millions of customers today, and in the future. In addition, we see AI as an opportunity to augment and enhance the work our team does to help us work more productively and better support our customers,”<\/p>\nNigel Piper<\/cite><\/blockquote>\nExecutive General Manager, Customer Experience at Xero<\/span>\n