{"id":57379,"date":"2022-06-23T04:58:00","date_gmt":"2022-06-23T11:58:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=57379"},"modified":"2024-09-16T14:38:25","modified_gmt":"2024-09-16T21:38:25","slug":"salesforce-chatbots-customer-use-case","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/","title":{"rendered":"Chatbots and Self-Service Deliver Automation-Enabled Efficiency for Prudential and PenFed Credit Union"},"content":{"rendered":"\n<ul class=\"wp-block-list\"><li>Companies report more than 27% increase in case resolution, customer loyalty, and agent productivity with Service Cloud innovation.<\/li><\/ul>\n\n\n\n<ul class=\"wp-block-list\"><li>New multilingual chatbots, intelligent conversation mining, and pre-built industry chatbot templates will help drive efficiency and customer satisfaction.<\/li><\/ul>\n\n\n\n<hr class=\"wp-block-separator has-css-opacity\"\/>\n\n\n\n<p>Eighty-eight percent of <a href=\"https:\/\/www.salesforce.com\/news\/stories\/customer-engagement-research\/\" target=\"_blank\" rel=\"noreferrer noopener\">consumer and business buyers<\/a> say the experience a company provides is just as important as its products or services \u2014 the highest it\u2019s ever been. But with today\u2019s macroenvironment creating staffing shortages and strained resources, companies need to be able to do more \u2014 deliver more personalization and exceptional experiences \u2014 with less.&nbsp;<\/p>\n\n\n\n<p>Automation and self-service technologies can give businesses across all industries a significant productivity boost, generate cost savings, and an increase in customer satisfaction. Last year, customers using Salesforce Service Cloud tools \u2014 including automation and self-service tools such as AI-powered chatbots \u2014 saw a 30% increase in customer satisfaction and more than 27% increase in agent productivity, customer retention, and case resolution.*<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-new-chatbot-innovations-for-industries-help-accelerate-productivity\">New chatbot innovations for industries help accelerate productivity &nbsp;<\/h2>\n\n\n\n<p>Chatbot technology has <a href=\"https:\/\/www.techrepublic.com\/article\/chatbot-use-surges-amid-pandemic-as-digital-transformation-accelerates\/\" target=\"_blank\" rel=\"noreferrer noopener\">surged<\/a> during the pandemic with self-service becoming increasingly popular, according to recent Salesforce <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/documents\/research\/salesforce-state-of-the-connected-customer-fifth-ed.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">research<\/a>. This year, 58% of customers used chatbots for simple customer service and 65% used self-service portals.<\/p>\n\n\n\n<p>During the pandemic, consumers became accustomed to conducting their financial needs online. <a href=\"https:\/\/www.salesforce.com\/news\/stories\/digital-trends-financial-services\/\" target=\"_blank\" rel=\"noreferrer noopener\">Recent Salesforce analysis<\/a> shows that the first touchpoint for most customers is digital \u2013 78% of banking customers initiate relationships on a website or app. Customers are also increasingly comfortable with automated tools \u2013 69% of banking customers are willing to use AI to improve experiences, up from 60% in 2021.<\/p>\n\n\n\n<p>To meet this demand, Salesforce is launching Virtual Assistant \u2014 an intelligent Einstein-powered chatbot solution specifically designed for financial services firms that automates routine requests faster across digital channels, like text or messenger platforms. This allows agents to spend more time on complex cases while chatbots can quickly address simple service requests, such as updating credit cards, making payments, and reporting travel notifications.<\/p>\n\n\n\n<p>Virtual Assistant provides translations across multiple languages, giving companies the ability to use a single chatbot across regions instead of one per language. And in the future, Virtual Assistant, powered by Einstein, is aiming to automatically create help topics based on key words and phrases from customer conversations.&nbsp;<\/p>\n\n\n\n<p>And with pre-built bot templates for industries, scheduled to come this summer, financial services customers can achieve greater efficiency by reducing hours of configuration to minutes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-prudential-uses-self-service-and-chatbots-to-support-customers-more-efficiently\"><strong>Prudential <\/strong>uses<strong> self-service and chatbots to support customers more efficiently&nbsp;<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"Prudential Consolidates Systems to Focus on Customers When They Need It Most | Salesforce\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/TZzyL3ZCk78?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>In 2020, financial services giant <a href=\"https:\/\/www.salesforce.com\/news\/stories\/prudentials-cio-on-a-digital-transformation-145-years-in-the-making\/\" target=\"_blank\" rel=\"noreferrer noopener\">Prudential<\/a> rolled out Einstein-powered chatbots to streamline support and assist agents with tax-related questions ahead of its busiest season. Using the tool, customers get quick answers to common questions like \u201cHow do I find my tax statement?\u201d or \u201cWhat forms do I need to complete?\u201d&nbsp;<\/p>\n\n\n\n<p>But later that year, Prudential\u2019s call volumes went up exponentially.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>During the pandemic, many people experienced tragedy or were confused as to where things were and they wanted that human touch, but they also wanted to transact digitally. Salesforce really enabled us to stay connected and engage with our customers through automated chatbots and self-service \u2013 whether it be through the web, voice or mobile.<\/p><cite>Bob Bastian, CIO, Enterprise Digital and U.S. Businesses at Prudential<\/cite><\/blockquote>\n\n\n\n<p>This digital support layer freed up agents to spend time on more complex cases, decreased Prudential\u2019s phone costs, and got consumers the help they needed more quickly than calling an agent.&nbsp;<\/p>\n\n\n\n<p>Since 2020, Prudential has not only deflected thousands of calls using Virtual Assistant, resulting in significant cost savings, but it has given the company the ability to connect with and reassure customers during a period of fear and uncertainty.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-service-cloud-s-virtual-assistant-helps-scale-customer-service-for-one-of-the-nation-s-largest-federal-credit-unions\">Service Cloud\u2019s Virtual Assistant helps scale customer service for one of the nation\u2019s largest federal credit unions<\/h2>\n\n\n\n<p>PenFed has over 2.8 million members and most of them choose to engage with the credit union through digital channels. The nationwide credit union is using Virtual Assistant to help it significantly improve the member service experience in its contact centers.<\/p>\n\n\n\n<p>PenFed\u2019s member-facing <a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2020\/06\/17\/salesforce-powers-penfed-credit-unions-digital-financial-services-and-member-experience-transformation\/\" target=\"_blank\" rel=\"noreferrer noopener\">chatbot<\/a> is currently handling nearly 40,000 sessions per month, providing loan application status, product and servicing information, and technical support \u2013 the equivalent of several dozen front-line agents.<\/p>\n\n\n\n<p>PenFed\u2019s employee-facing chatbot handles about 25% of common internal employee service requests, which frees up service desk staff to focus on more complex tasks that require a human touch. The chatbot improves the experience for members and teammates by allowing greater self-service for simple tasks, thereby decreasing wait times to speak with agents or technical support for complex tasks.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\"><p>By leveraging chatbots, we have been able to serve our members more efficiently across channels and free up our member service representatives\u2019 time, giving them the ability to deliver more of a personal touch and the best-in class-experience that our members expect.<\/p><cite>Joseph Thomas, PenFed EVP and CIO<\/cite><\/blockquote>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--evergreen\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tADT uses virtual technologies to drive efficiency and sustainability\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p>ADT, one of the most trusted names in smart home and business security, uses Service Cloud to quickly connect customers with an experienced technician through a secure virtual connection to provide remote support. These virtual service visits are helping to improve customer satisfaction while reducing ADT\u2019s costs and its carbon footprint. During the first quarter, in fact, ADT says it was able to solve 80% of its virtual service appointments, reducing the need to schedule in-person service appointments.\n\n\n\n\u201cWith ADT\u2019s new virtual service offering, we have the ability to conduct more than 4,000 virtual service appointments daily. This is more efficient and economical for our business, more convenient for our customers, and better for the environment.\u201d &#8211; Sam Jaddi, CIO, ADT<\/p>\t<\/div>\n\t\t\t<img class=\"tidbit img-evergreen\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-evergreen-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-evergreen-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-evergreen-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-evergreen-large@1x.png\"\n\t\talt=\"Illustration of evergreen\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p>Between hold times and handoffs, customers&#8217; expectations of seamless support are often unmet. But the reward for companies that embrace self-service technology to deliver more efficient and enjoyable experiences \u2013 for both employees and customers \u2013 can be <a href=\"https:\/\/www.zdnet.com\/article\/ex-leads-to-revenue-growth\/\" target=\"_blank\" rel=\"noreferrer noopener\">substantial<\/a>.<\/p>\n\n\n\n<p><em>Learn more about how Salesforce <\/em><a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/overview\/\" target=\"_blank\" rel=\"noreferrer noopener\"><em>Service Cloud<\/em><\/a><em> tools are helping companies drive efficiency and customer loyalty through AI and automation.<\/em><\/p>\n\n\n\n<p><em>*According to Salesforce\u2019s <\/em><a href=\"https:\/\/docs.google.com\/presentation\/d\/1_zz0Z8W5nkuvVf1ww0sTnS7NCeXJmI3EOvWZccagG5M\/edit#slide=id.ge6959491b4_0_0\" target=\"_blank\" rel=\"noreferrer noopener\"><em>FY22 CMI Success Metrics<\/em><\/a><em> survey. Sample sizes: Self-service n=2308, Sales Revenue n=2445, Agent Productivity n=2437. The deck and metrics within it should not be posted online or shared on social media.<\/em><\/p>\n\n\n\n<p><em>Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available.&nbsp;<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Companies report more than 27% increase in case resolution, customer loyalty, and agent productivity with Service Cloud innovation. New multilingual chatbots, intelligent conversation mining, and pre-built industry chatbot templates will help drive efficiency and customer satisfaction. Eighty-eight percent of consumer and business buyers say the experience a company provides is just as important as its [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":57468,"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":[1],"tags":[],"sf_content_type":[1728],"sf_theme":[1917,1912],"sf_topic":[2068,1734,1744,1726],"sf_product":[1772,2363,2797],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1724],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-57379","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-snapshots","sf_theme-customer-engagement","sf_theme-digital-transformation","sf_topic-customer-360","sf_topic-customer-engagement","sf_topic-customer-success","sf_topic-digital-transformation","sf_product-agentforce-service","sf_product-customer-360","sf_product-flow-automation","sf_location-amer"],"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>Chatbots and Self-Service Deliver Automation-Enabled Efficiency for Prudential and PenFed Credit Union - Salesforce<\/title>\n<meta name=\"description\" content=\"Companies report more than 27% increase in case resolution, customer loyalty, and agent productivity with Service Cloud innovation. New multilingual\" \/>\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\/news\/stories\/salesforce-chatbots-customer-use-case\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Chatbots and Self-Service Deliver Automation-Enabled Efficiency for Prudential and PenFed Credit Union\" \/>\n<meta property=\"og:description\" content=\"Companies report more than 27% increase in case resolution, customer loyalty, and agent productivity with Service Cloud innovation. New multilingual\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/salesforce\/\" \/>\n<meta property=\"article:published_time\" content=\"2022-06-23T11:58:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2024-09-16T21:38:25+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/06\/SVC_Momentum.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"675\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@salesforcenews\" \/>\n<meta name=\"twitter:site\" content=\"@salesforcenews\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"5 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"NewsArticle\",\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/\"},\"author\":{\"name\":\"\",\"@id\":\"\"},\"headline\":\"Chatbots and Self-Service Deliver Automation-Enabled Efficiency for Prudential and PenFed Credit Union\",\"datePublished\":\"2022-06-23T11:58:00+00:00\",\"dateModified\":\"2024-09-16T21:38:25+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/\"},\"wordCount\":945,\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/06\/SVC_Momentum.jpg\",\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/\",\"url\":\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/\",\"name\":\"Chatbots and Self-Service Deliver Automation-Enabled Efficiency for Prudential and PenFed Credit Union - Salesforce\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/06\/SVC_Momentum.jpg\",\"datePublished\":\"2022-06-23T11:58:00+00:00\",\"dateModified\":\"2024-09-16T21:38:25+00:00\",\"description\":\"Companies report more than 27% increase in case resolution, customer loyalty, and agent productivity with Service Cloud innovation. New multilingual\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/06\/SVC_Momentum.jpg\",\"contentUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/06\/SVC_Momentum.jpg\",\"width\":1200,\"height\":675,\"caption\":\"Service Cloud Momentum\"},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/news\/#website\",\"url\":\"https:\/\/www.salesforce.com\/news\/\",\"name\":\"Salesforce\",\"description\":\"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.\",\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.salesforce.com\/news\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.salesforce.com\/news\/#organization\",\"name\":\"Salesforce\",\"url\":\"https:\/\/www.salesforce.com\/news\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/\",\"url\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg\",\"contentUrl\":\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg\",\"width\":1200,\"height\":630,\"caption\":\"Salesforce\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/salesforce\/\",\"https:\/\/x.com\/salesforcenews\",\"https:\/\/www.linkedin.com\/company\/salesforce\/\"]}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Chatbots and Self-Service Deliver Automation-Enabled Efficiency for Prudential and PenFed Credit Union - Salesforce","description":"Companies report more than 27% increase in case resolution, customer loyalty, and agent productivity with Service Cloud innovation. New multilingual","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/","og_locale":"en_US","og_type":"article","og_title":"Chatbots and Self-Service Deliver Automation-Enabled Efficiency for Prudential and PenFed Credit Union","og_description":"Companies report more than 27% increase in case resolution, customer loyalty, and agent productivity with Service Cloud innovation. New multilingual","og_url":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/","og_site_name":"Salesforce","article_publisher":"https:\/\/www.facebook.com\/salesforce\/","article_published_time":"2022-06-23T11:58:00+00:00","article_modified_time":"2024-09-16T21:38:25+00:00","og_image":[{"width":1200,"height":675,"url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/06\/SVC_Momentum.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_creator":"@salesforcenews","twitter_site":"@salesforcenews","twitter_misc":{"Est. reading time":"5 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"NewsArticle","@id":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/#article","isPartOf":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/"},"author":{"name":"","@id":""},"headline":"Chatbots and Self-Service Deliver Automation-Enabled Efficiency for Prudential and PenFed Credit Union","datePublished":"2022-06-23T11:58:00+00:00","dateModified":"2024-09-16T21:38:25+00:00","mainEntityOfPage":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/"},"wordCount":945,"publisher":{"@id":"https:\/\/www.salesforce.com\/news\/#organization"},"image":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/06\/SVC_Momentum.jpg","inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/","url":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/","name":"Chatbots and Self-Service Deliver Automation-Enabled Efficiency for Prudential and PenFed Credit Union - Salesforce","isPartOf":{"@id":"https:\/\/www.salesforce.com\/news\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/#primaryimage"},"image":{"@id":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/06\/SVC_Momentum.jpg","datePublished":"2022-06-23T11:58:00+00:00","dateModified":"2024-09-16T21:38:25+00:00","description":"Companies report more than 27% increase in case resolution, customer loyalty, and agent productivity with Service Cloud innovation. New multilingual","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.salesforce.com\/news\/stories\/salesforce-chatbots-customer-use-case\/#primaryimage","url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/06\/SVC_Momentum.jpg","contentUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/06\/SVC_Momentum.jpg","width":1200,"height":675,"caption":"Service Cloud Momentum"},{"@type":"WebSite","@id":"https:\/\/www.salesforce.com\/news\/#website","url":"https:\/\/www.salesforce.com\/news\/","name":"Salesforce","description":"Get the latest Salesforce press releases, announcements, stories, and media contacts. See today\u2019s CRM news.","publisher":{"@id":"https:\/\/www.salesforce.com\/news\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.salesforce.com\/news\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.salesforce.com\/news\/#organization","name":"Salesforce","url":"https:\/\/www.salesforce.com\/news\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/","url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg","contentUrl":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2020\/08\/default.jpg","width":1200,"height":630,"caption":"Salesforce"},"image":{"@id":"https:\/\/www.salesforce.com\/news\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/salesforce\/","https:\/\/x.com\/salesforcenews","https:\/\/www.linkedin.com\/company\/salesforce\/"]}]}},"jetpack_featured_media_url":"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2022\/06\/SVC_Momentum.jpg","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Salesforce","distributor_original_site_url":"https:\/\/www.salesforce.com\/news","push-errors":false,"_links":{"self":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/57379","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/types\/post"}],"replies":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/comments?post=57379"}],"version-history":[{"count":12,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/57379\/revisions"}],"predecessor-version":[{"id":64281,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/57379\/revisions\/64281"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/media\/57468"}],"wp:attachment":[{"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/media?parent=57379"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/categories?post=57379"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/tags?post=57379"},{"taxonomy":"sf_content_type","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_content_type?post=57379"},{"taxonomy":"sf_theme","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_theme?post=57379"},{"taxonomy":"sf_topic","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_topic?post=57379"},{"taxonomy":"sf_product","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_product?post=57379"},{"taxonomy":"sf_industry","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_industry?post=57379"},{"taxonomy":"sf_role","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_role?post=57379"},{"taxonomy":"sf_multimedia_asset","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_multimedia_asset?post=57379"},{"taxonomy":"sf_location","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_location?post=57379"},{"taxonomy":"sf_collection","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_collection?post=57379"},{"taxonomy":"sf_visibility","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/sf_visibility?post=57379"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/coauthors?post=57379"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}