{"id":10784,"date":"2024-09-09T05:00:00","date_gmt":"2024-09-09T12:00:00","guid":{"rendered":""},"modified":"2024-09-09T22:52:54","modified_gmt":"2024-09-09T12:52:54","slug":"service-cloud-dreamforce-24","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-dreamforce-24\/","title":{"rendered":"Salesforce Introduces AI-Powered Service Cloud Innovations to Accelerate Successful Customer and Employee Case Resolutions"},"content":{"rendered":"\n<p>Salesforce today detailed how it&#8217;s continuing to expand its complete package of AI-powered <a href=\"https:\/\/www.salesforce.com\/au\/service\/cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud solutions<\/a> to ensure customers, employees, and HR professionals can access the information they need 24\/7 and resolve cases more quickly and cost-effectively. New innovations were released to provide step-by-step resolution plans for service representatives, help them track customer sentiment, and get AI-based recommendations to improve customer experience.<\/p>\n\n\n\n<p><strong>Why it\u2019s relevant:<\/strong> <a href=\"https:\/\/www.salesforce.com\/au\/resources\/research-reports\/state-of-service\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Eighty-three percent of service decision makers<\/a> expect to increase their AI investments in the coming year, and <a href=\"https:\/\/www.cio.com\/article\/657327\/what-it-executives-are-saying-about-vendor-consolidation.html\" target=\"_blank\" rel=\"noreferrer noopener\">95% of IT leaders<\/a> plan to consolidate technology investments this year. By delivering critical AI service capabilities on a single platform, Salesforce is helping companies deliver every type of service at scale.&nbsp;<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tCustomer Service Management.\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/au\/service\/cloud\/?d=cta-body-promo-8\" target=\"_blank\">\n\t\t\t\t<span>GET SERVICE CLOUD<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p><strong>Go deeper:<\/strong> New AI self-service, contact center, and employee service capabilities unveiled today are powered by <a href=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein AI<\/a> and are grounded in employee and customer records through <a href=\"https:\/\/www.salesforce.com\/au\/data\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Data Cloud<\/a>, enabling the delivery of more accurate, personalized, and contextual results. Specific Service Cloud innovations include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Agentforce Service Agent<\/strong><\/a><strong>:<\/strong> Businesses will be able to offload or \u201cdeflect\u201d and resolve customer cases 24\/7 with an autonomous agent that\u2019s powered by generative AI. The recently announced <a href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/einstein-service-agent-announcement\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce Service Agent<\/a> is grounded in trusted data, like a company\u2019s knowledge base, so it can have accurate, fluid conversations with customers, and escalate cases to human representatives when circumstances call for it.<\/li>\n\n\n\n<li><strong>Service Planner:<\/strong> Companies can automatically create detailed, multi-step plans for service reps using generative AI. These plans are based on the current case context and help new service reps resolve cases faster and more accurately with step-by-step directions aligned to company policies and procedures.<\/li>\n\n\n\n<li><strong>Customer Experience (CX) Intelligence:<\/strong> Service teams can track customer sentiment in real time with an intelligent analytics application. And, they can uncover insights based on data from customer surveys and conversations and watch Einstein AI recommend ways to improve <a href=\"https:\/\/www.salesforce.com\/au\/service\/customer-service-incident-management\/customer-satisfaction-score\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">CSAT<\/a> based on that data.&nbsp;<\/li>\n\n\n\n<li><strong>Employee Service: <\/strong>With <a href=\"https:\/\/www.salesforce.com\/au\/service\/employee-engagement\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Employee Service<\/a>, workers<strong> <\/strong>can access an AI-powered <strong>&nbsp;<\/strong>Employee Portal to find fast answers to their HR-related questions, like \u201cwhat is my PTO balance?\u201d Meanwhile, HR service reps can use an AI-fueled HR Service Console to efficiently serve their employees. The portal and console integrate with <a href=\"https:\/\/www.salesforce.com\/au\/news\/press-releases\/2024\/07\/24\/workday-employee-service-agent\/\" target=\"_blank\" rel=\"noreferrer noopener\">Workday<\/a> and <a href=\"https:\/\/www.salesforce.com\/au\/service\/ai\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein for Service <\/a>to deliver accurate, personalized results based on the latest employee data.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-jetpack-slideshow\" data-effect=\"slide\"><div class=\"wp-block-jetpack-slideshow_container swiper-container\"><ul class=\"wp-block-jetpack-slideshow_swiper-wrapper swiper-wrapper\"><li class=\"wp-block-jetpack-slideshow_slide swiper-slide\"><figure><img decoding=\"async\" alt=\"Agentforce Service Agent deflects and resolves customer cases 24\/7 with an autonomous agent that\u2019s powered by generative AI.\" class=\"wp-block-jetpack-slideshow_image wp-image-80978\" data-id=\"80978\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/Agentforce-Service-Agent-2.png?w=472\"\/><figcaption class=\"wp-block-jetpack-slideshow_caption gallery-caption\">Agentforce Service Agent deflects and resolves customer cases 24\/7 with an autonomous agent that\u2019s powered by generative AI.<\/figcaption><\/figure><\/li><li class=\"wp-block-jetpack-slideshow_slide swiper-slide\"><figure><img decoding=\"async\" alt=\"Service Planner automatically creates detailed, multi-step plans for service reps using generative AI.\" class=\"wp-block-jetpack-slideshow_image wp-image-80983\" data-id=\"80983\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/Service-Planner-2.png?w=1024\"\/><figcaption class=\"wp-block-jetpack-slideshow_caption gallery-caption\">Service Planner automatically creates detailed, multi-step plans for service reps using generative AI.<\/figcaption><\/figure><\/li><li class=\"wp-block-jetpack-slideshow_slide swiper-slide\"><figure><img decoding=\"async\" alt=\"Customer Experience (CX) Intelligence is an an intelligent analytics application that tracks customer sentiment in real time.\" class=\"wp-block-jetpack-slideshow_image wp-image-80979\" data-id=\"80979\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/CX-Intelligence-2.png?w=1024\"\/><figcaption class=\"wp-block-jetpack-slideshow_caption gallery-caption\">Customer Experience (CX) Intelligence is an an intelligent analytics application that tracks customer sentiment in real time.<\/figcaption><\/figure><\/li><li class=\"wp-block-jetpack-slideshow_slide swiper-slide\"><figure><img decoding=\"async\" alt=\"The Employee Service AI-powered portal allows workers to quickly find answers to their HR-related questions, like \u201cwhat is my PTO balance?\u201d\" class=\"wp-block-jetpack-slideshow_image wp-image-80980\" data-id=\"80980\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2024\/09\/Employee-Service-Portal-1.png?w=826\"\/><figcaption class=\"wp-block-jetpack-slideshow_caption gallery-caption\">The Employee Service AI-powered portal allows workers to quickly find answers to their HR-related questions, like \u201cwhat is my PTO balance?\u201d<\/figcaption><\/figure><\/li><\/ul><a class=\"wp-block-jetpack-slideshow_button-prev swiper-button-prev swiper-button-white\" role=\"button\"><\/a><a class=\"wp-block-jetpack-slideshow_button-next swiper-button-next swiper-button-white\" role=\"button\"><\/a><a aria-label=\"Pause Slideshow\" class=\"wp-block-jetpack-slideshow_button-pause\" role=\"button\"><\/a><div class=\"wp-block-jetpack-slideshow_pagination swiper-pagination swiper-pagination-white\"><\/div><\/div><\/div>\n\n\n\n<p><strong>The Salesforce perspective: <\/strong>&#8220;Service Cloud is now your complete AI support platform! With the addition of Agentforce Service Agent, we&#8217;re bringing together humans with AI agents across self-service, contact center support, employee service, and field service onto one comprehensive AI platform. This empowers our customers to cut costs and boost productivity across their entire organization.&#8221; \u2013 Kishan Chetan, EVP &amp; General Manager, Service Cloud<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Service Cloud helps us achieve that vision with AI technologies that are intuitive for our employees and customers, allowing us to boost productivity, increase resolution rates, and deliver best-in-class customer service.<\/p>\n<cite>Mac Munsayac, Head of Customer Experience at Philippine Airlines<\/cite><\/blockquote>\n\n\n\n<p><strong>The customer perspective: <\/strong>\u201cOur vision is to provide effortless, personalized experiences for every passenger. Service Cloud helps us achieve that vision with AI technologies that are intuitive for our employees and customers, allowing us to boost productivity, increase resolution rates, and deliver best-in-class customer service.\u201d \u2013 Mac Munsayac, Head of Customer Experience at Philippine Airlines<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-availability\"><strong>Availability:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Agentforce Service Agent will be generally available in October 2024.&nbsp;<\/li>\n\n\n\n<li>Service Planner is expected to be in pilot in October 2024.<\/li>\n\n\n\n<li>Customer Experience (CX) Intelligence will be generally available in November 2024.<\/li>\n\n\n\n<li>The Employee Service Self-Service Portal, HR Service Console, and Workday integration will be generally available in October 2024.&nbsp;<\/li>\n\n\n\n<li>Employee Service Agent will be generally available in 2025.<\/li>\n<\/ul>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"13204\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/au\/news\/stories\/agentforce-for-communications-announcement\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=1024\" class=\"content-card__image\" alt=\"A screenshot 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id=\"h-learn-more\"><strong>Learn more:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Join the new <a href=\"https:\/\/sforce.co\/4dPhbxV\" target=\"_blank\" rel=\"noreferrer noopener\">Serviceblazer Community on Slack<\/a><strong>,<\/strong> where service and field service professionals connect with their peers, learn new skills, and grow their careers \u2014 all in real time<\/li>\n\n\n\n<li>Join us at <a href=\"https:\/\/www.salesforce.com\/dreamforce\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Dreamforce<\/a> September 17 &#8211; 19, 2024 in-person in San Francisco or online on <a href=\"https:\/\/www.salesforce.com\/plus\/experience\/dreamforce_2024\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce+<\/a> and watch the <a href=\"https:\/\/reg.salesforce.com\/flow\/plus\/df24\/sessioncatalog\/page\/catalog\/session\/1718915943970001QtFn\" target=\"_blank\" rel=\"noreferrer noopener\">Service Keynote<\/a> on September 18 at 11 a.m. PT<\/li>\n\n\n\n<li>Check out the latest Salesforce <a href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/field-service-dreamforce-24\" target=\"_blank\" rel=\"noreferrer noopener\">Field Service innovations<\/a><\/li>\n<\/ul>\n\n\n\n<p><em>Any unreleased services or features referenced here are not currently available and may not be delivered on time or at all. Customers should make their purchase decisions based upon features that are currently available.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Salesforce today detailed how it&#8217;s continuing to expand its complete package of AI-powered Service Cloud solutions to ensure customers, employees, and HR professionals can access the information they need 24\/7 and resolve cases more quickly and cost-effectively. New innovations were released to provide step-by-step resolution plans for service representatives, help them track customer sentiment, and [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":10783,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[1166],"sf_theme":[1115],"sf_topic":[1092,1124,1093],"sf_product":[1125,1170,3543],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1094],"sf_collection":[3553],"sf_visibility":[],"coauthors":[],"class_list":["post-10784","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-news-announcements-product-news-announcements","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_topic-customer-service-and-support","sf_topic-digital-transformation","sf_product-service-cloud","sf_product-data-cloud","sf_product-einstein-ai","sf_location-global","sf_collection-dreamforce-2024"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Salesforce Announces AI-Powered Service Cloud Innovations - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/service-cloud-dreamforce-24\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce Introduces AI-Powered Service Cloud Innovations to Accelerate Successful Customer and Employee Case Resolutions\" \/>\n<meta property=\"og:description\" content=\"Salesforce today detailed how it&#8217;s continuing to expand its complete package of AI-powered Service Cloud solutions to ensure customers, employees, and HR professionals can access the information they need 24\/7 and resolve cases more quickly and cost-effectively. 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