Windows displaying a chatbot addressing a customer concern

Einstein Bots

Provide personalized and intelligent service using AI-powered chatbots built directly into your CRM. In just a few clicks, you can speed up issue resolution and help your teams do more by utilizing AI-generated answers or automating routine tasks with bots integrated with your Salesforce data. These secure, multilingual bots can be launched on enhanced messaging channels — including in-app, web, and third-party — as well as Slack and the Einstein Bots API.

What can you do with your new AI chatbot for customer service?

Automate personalized, intelligent service with an AI-powered customer service chatbot solution built directly into your CRM. Easily launch multilingual, multi-channel bots that integrate with your Salesforce data and automate common tasks to help your teams be more productive and drive faster resolutions.

Build fast, innovate more—with clicks, not code.

Get started quickly and accelerate time to value by easily building and deploying a bot with a template or from scratch. Choose from a variety of templates that deliver customized solutions tailored to your cloud or use case. You can build customer service bots in seconds with templates that include intent data, flows, and conversation design.

A window displaying customisable service bots

Scale chatbots across multiple regions by turning on multilingual solutions. Help customers and support reps find answers to inquiries in the language they are most comfortable with by easily translating solutions and solution categories into the languages supported by Salesforce. Multilingual bots help decrease support costs and improve customer satisfaction by answering questions, providing solutions, and managing inquiries in your customers' prefered languages.

Bots saying 'hello' in various languages.
A window displaying customisable service bots
Bots saying 'hello' in various languages.

Deploy conversational AI everywhere.

Don't put your customers on hold. Meet them on their preferred channels from your website, mobile app, SMS, WhatsApp, Facebook Messenger, Apple Messages for Business, and more.

A window displaying a customer live chat

Deploy chatbots to any part of your business — from marketing and sales to HR. Qualify and convert leads and streamline processes using custom bots. Use the Einstein Bots API to expand the ways that you deliver bots to your customers by connecting your standard and enhanced chatbots to many different end points.

A window displaying Einstein with various communication channels
A window displaying a customer live chat
A window displaying Einstein with various communication channels

Connect bots, data, and processes on a unified platform.

Embed business processes easily across all channels to surface the most applicable information and help customers resolve requests on their own. Use workflows to automate both simple and complex tasks — from resetting a password to submitting a loan application. Give customers the ability to seamlessly self-serve without the need to loop in an agent.

A chart displaying the path and actions taken after an email is sent

Measure, track, and optimise your bots' value against your organisation's business objectives using your chat data, bot performance metrics, and cost information. Quickly build and dig into reports and visualisations for bot business value, KPIs, and analytics. Use the information to fine-tune intents and improve how well your bot understands your customers. Continuously improve bot performance and track its impact against critical business KPIs with prebuilt reports and dashboards.

A graph showing the analytics of a bot's performance
A chart displaying the path and actions taken after an email is sent
A graph showing the analytics of a bot's performance

Einstein Bots Pricing.

Einstein Bots is included in Service Cloud Unlimited Edition, but to add seats and unlock access to SMS, Facebook Messenger, and more, we also recommend Digital Engagement, a Service Cloud Einstein add-on that maximises chatbot functionality.

Digital Engagement

Reach customers across every digital channel.

75
user / month
  • Chat for Web or In-App
  • Messaging (WhatsApp, Facebook Messenger, SMS)
  • Einstein Bots

Get the most out of your AI customer service chatbots with thousands of partner apps and experts.

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Customer Service Chatbot FAQ.

A chatbot is a computer program that uses artificial intelligence (AI) and natural language processing (NLP) to simulate human conversation. Chatbot solutions can be deployed across channels to help service teams scale by enabling customers to find answers to common issues faster and automating routine tasks.

AI chatbot solutions enhance customer service by providing instant 24/7 customer support and faster resolutions for high-volume, low-complexity cases. For issues that require a human touch, chatbots can also collect information upfront and give agents the context they need to solve issues faster.

Start by analysing the issues that your agents are addressing to identify common issues the bot can resolve. Then implement NLP and machine learning algorithms. Next, train and test your chatbot using real or simulated data. Finally, integrate the chatbot with your customer service channels.

AI chatbots can be built to meet a range of needs in both business-to-consumer (B2C) and business-to-business (B2B) environments. Organisations of any size and industry can benefit from live chat software from e-commerce, financial services, travel & hospitality, software & cloud services, healthcare, telecommunications, and media.

Consider choosing a chatbot solution that's connected to your customer data, knowledge bases, and business processes built in your CRM. With access to the right customer data and workflows, chatbots can deliver personalised interactions and enable more efficient customer service.