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.
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.
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.
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.
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.
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.
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.
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.
Service Cloud Einstein
Add predictive and generative AI to Service Cloud.
- Generative Service Replies & Work Summaries
- Article & Reply Recommendation
- Case Classification & Routing
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information. **Includes a limited number of generative credits.
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.