{"id":75160,"date":"2024-02-22T06:00:00","date_gmt":"2024-02-22T14:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=75160"},"modified":"2025-03-27T16:22:57","modified_gmt":"2025-03-27T23:22:57","slug":"billing-inquiry-manager-news","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/billing-inquiry-manager-news\/","title":{"rendered":"Salesforce Introduces AI-Powered Billing Support for Communications Service Providers"},"content":{"rendered":"\n<p><em>Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go <\/em><a href=\"https:\/\/www.salesforce.com\/platform\/\"><em>here<\/em><\/a><em>.<\/em><\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\"\/>\n\n\n\n<p>Today, Salesforce unveiled Billing Inquiry Manager, a new innovation for <a href=\"https:\/\/www.salesforce.com\/solutions\/industries\/communications\/communications-cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Communications Cloud<\/a>. It brings the power of <a href=\"https:\/\/www.salesforce.com\/news\/stories\/what-is-generative-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">generative AI<\/a> to communications service providers (CSPs), helping service agents provide personalized, proactive customer support and resolve billing issues faster.<\/p>\n\n\n\n<p><strong>Significance: <\/strong>Billing, pricing, and payment issues <a href=\"https:\/\/www.ofcom.org.uk\/__data\/assets\/pdf_file\/0030\/237639\/comparing-customer-service-report-2022.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">top the li<\/a><a href=\"https:\/\/www.ofcom.org.uk\/__data\/assets\/pdf_file\/0030\/237639\/comparing-customer-service-report-2022.pdf\">st<\/a> of customer complaints in an industry struggling with <a href=\"https:\/\/www.salesforce.com\/news\/stories\/telecom-cable-customer-insights-2022\/\" target=\"_blank\" rel=\"noreferrer noopener\">low customer satisfaction<\/a> and high customer churn, and where billing discussions are one of the most common customer touchpoints.&nbsp;&nbsp;<\/p>\n\n\n\n<p><strong>What\u2019s new: <\/strong>Salesforce\u2019s<strong> <\/strong><a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/documents\/industries\/communications\/Billing_Inquiry_Manager_Comms_AI_Datasheet.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Billing Inquiry Manager<\/a> gives CSP service agents an enhanced view of a customer\u2019s data, including billing information and payment history, along with AI-powered insights that help them resolve customer issues fast and improve customer satisfaction.&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\tReduce average handle time and revenue leakage.\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\/content\/dam\/web\/en_us\/www\/documents\/industries\/communications\/Billing_Inquiry_Manager_Comms_AI_Datasheet.pdf\" target=\"_blank\">\n\t\t\t\t<span>Learn more about Billing Inquiry Manager<\/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\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/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>Billing Inquiry Manager is built on the <\/strong><a href=\"https:\/\/www.salesforce.com\/products\/platform\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>Einstein 1 Platform<\/strong><\/a><strong>: <\/strong>Salesforce\u2019s trusted customer platform helps organizations safely take advantage of their data to create better customer experiences and enhance employee productivity with AI.&nbsp;<\/p>\n\n\n\n<p><strong>Innovation in action: <\/strong>Service agents can access Billing Inquiry Manager right from the Communications Cloud Service Console, where they can use AI insights from <a href=\"https:\/\/www.salesforce.com\/products\/einstein-ai-solutions\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein<\/a> to reveal key anomalies on a customer\u2019s account, including new charges, changes in network usage, or a declined payment.&nbsp;<\/p>\n\n\n\n<p>Service agents can then tap generative AI to create succinct billing summaries and an analysis of billing trends. With this information, agents can then quickly determine the best next step to take to resolve the customer\u2019s issue, including how they might be able to reduce their bill in the future.&nbsp;<\/p>\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=\"92248\"\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\/news\/linked-content\/liv-golf-launches-fan-caddie-powered-by-salesforces-agentforce-360-a-personalized-ai-agent-that-reimagines-the-global-golf-fan-experience\/\"\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\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/IMG_1871.png?w=1024\" class=\"content-card__image\" alt=\"LIV Golf Launches Fan Caddie\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/IMG_1871.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/IMG_1871.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/IMG_1871.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/IMG_1871.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/IMG_1871.png?w=264&amp;h=149 264w, 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class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/linked-content\/liv-golf-launches-fan-caddie-powered-by-salesforces-agentforce-360-a-personalized-ai-agent-that-reimagines-the-global-golf-fan-experience\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tLIV Golf Launches \u2018Fan Caddie\u2019 Powered by Salesforce\u2019s Agentforce 360: A Personalized AI Agent That Reimagines the Global Golf Fan Experience\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"91836\"\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\/news\/stories\/google-universal-commerce-protocol-support-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\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=1024\" class=\"content-card__image\" alt=\"Salesforce Support for Google&#039;s Universal Commerce Protocol\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/01\/Salesforce-Announces-Support-for-Googles-Universal-Commerce-Protocol-Bringing-Product-Discovery-and-Transactions-into-Every-AI-Conversation.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/news\/stories\/google-universal-commerce-protocol-support-announcement\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tSalesforce Announces Support for Google&#8217;s Universal Commerce Protocol to Bring Product Discovery and Checkout into Conversational AI\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t3 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/news\/wp-json\/wp\/v2\/posts\/75160\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<p><strong>Salesforce perspective:<\/strong> David Fan, VP and GM of Communications, shared his insights on Salesforce\u2019s AI innovation for the communications industry:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u201cThe extremely competitive nature of the communications industry makes great customer experiences uniquely important. AI innovations like Billing Inquiry Manager make it possible for service agents to do their jobs better and faster. By enhancing agent productivity and providing better customer experiences with AI, CSPs can gain an edge in the market.\u201d&nbsp;<\/li>\n\n\n\n<li>\u201cWe are focused on arming CSPs with AI innovations that will provide tangible, immediate benefits in high-priority areas like increasing efficiency, improving customer satisfaction, and reducing time to serve. And trust is really what makes AI deployable and scalable, making Salesforce uniquely positioned to help CSPs revolutionize their businesses.\u201d<br><\/li>\n<\/ul>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>The extremely competitive nature of the communications industry makes great customer experiences uniquely important. AI innovations like Billing Inquiry Manager make it possible for service agents to do their jobs better and faster.<\/p>\n<cite>David Fan, VP and GM of Communications<\/cite><\/blockquote>\n\n\n\n<p><strong>What the industry is saying:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u201cAI represents an incredible opportunity for the communications industry to automate everything from network management to customer support, improving efficiency and customer experiences. We are collaborating with industry leaders like Salesforce to further enhance our AI innovations, ensuring a connected and intelligent ecosystem that continues to redefine consumer experiences.\u201d <strong>\u2013 Gustavo Duarte, VP of Global Sales, Nokia<\/strong><\/li>\n\n\n\n<li>\u201cPartnering with Salesforce, we use automation and real-time data to provide our business customers with seamless, timely, high quality experiences that are tailored to their needs. We\u2019re excited to see the new AI innovations from Salesforce that will further enhance the experience we offer to our business customers, and improve the efficiency and effectiveness of our teams.\u201d <strong>\u2013 Jon Ryan, Director of Digital, Enablement and Operations, Three Business <\/strong><\/li>\n<\/ul>\n\n\n\n<p><strong>Availability:&nbsp;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Billing Inquiry Manager is available in pilot, and will be generally available this summer.<\/li>\n<\/ul>\n\n\n\n<p><strong>More information:&nbsp;<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn more about <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_us\/www\/documents\/industries\/communications\/Billing_Inquiry_Manager_Comms_AI_Datasheet.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Billing Inquiry Manager<\/a>&nbsp;<\/li>\n\n\n\n<li>Check out <a href=\"https:\/\/www.salesforce.com\/solutions\/industries\/communications\/overview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce for Communications<\/a>&nbsp;<\/li>\n\n\n\n<li>Hear why Salesforce President &amp; Chief Product Officer David Schmaier is excited about the future of AI in the communications industry <a href=\"https:\/\/www.mobileworldlive.com\/partner-interview-salesforce-3\/\" target=\"_blank\" rel=\"noreferrer noopener\">here<\/a><\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go here. Today, Salesforce unveiled Billing Inquiry Manager, a new innovation for Communications Cloud. It brings the power of generative AI to communications service providers (CSPs), helping service agents provide personalized, proactive customer support and resolve billing issues faster. Significance: Billing, pricing, [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":75164,"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":[1735],"sf_theme":[1916],"sf_topic":[1737,1726],"sf_product":[],"sf_industry":[1774],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-75160","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-news-highlights","sf_theme-artificial-intelligence","sf_topic-artificial-intelligence","sf_topic-digital-transformation","sf_industry-communications-and-media","sf_location-global"],"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 Introduces AI-Powered Billing Support for Communications Service Providers - Salesforce<\/title>\n<meta name=\"description\" content=\"Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go here. Today, Salesforce unveiled Billing Inquiry Manager, a new\" \/>\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\/billing-inquiry-manager-news\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce Introduces AI-Powered Billing Support for Communications Service Providers\" \/>\n<meta property=\"og:description\" content=\"Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go here. 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