{"id":76098,"date":"2024-03-25T06:00:00","date_gmt":"2024-03-25T13:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=76098"},"modified":"2025-03-27T13:09:05","modified_gmt":"2025-03-27T20:09:05","slug":"ai-for-contact-centers-news","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/ai-for-contact-centers-news\/","title":{"rendered":"Salesforce Service Cloud Contact Center Innovations Help Fuel Better Customer Experiences, Revenue Generation Opportunities with Data and AI"},"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>Salesforce has announced new features for <a href=\"https:\/\/www.salesforce.com\/products\/service-cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a> that provide agents and supervisors with AI-powered insights, content generation, and automation capabilities to help increase customer satisfaction, grow loyalty, and help transform contact centers into revenue generators. Powered by Salesforce\u2019s <a href=\"https:\/\/www.salesforce.com\/products\/platform\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein 1 Platform<\/a>, service leaders can now use <a href=\"https:\/\/www.salesforce.com\/products\/data\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Data Cloud<\/a> and <a href=\"https:\/\/www.salesforce.com\/products\/einstein-ai-solutions\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Einstein<\/a> to identify recurring issues, recommend next steps based on customer feedback, and monitor service conversations to suggest ways agents can resolve cases faster.<\/p>\n\n\n\n<p><strong>Why it matters: <\/strong>Good customer service can <a href=\"https:\/\/www.forrester.com\/report\/money-on-the-table-proof-that-customer-service-drives-revenue\/RES178794?ref_search=2974891_1710875886601\" target=\"_blank\" rel=\"noreferrer noopener\">drive billions in new revenue<\/a>*, yet people often have disconnected experiences when dealing with customer service agents. <a href=\"https:\/\/www.salesforce.com\/content\/dam\/web\/en_sg\/www\/documents\/pdf\/state-of-service-5th-edition.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Sixty percent of people surveyed in Salesforce&#8217;s State of Service report<\/a> say it feels like they\u2019re communicating with separate departments during a service call, and 66% often have to repeat or re-explain information to different representatives.&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\tAI for Service Organizations\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p>Our AI solutions, protected by the Einstein Trust Layer, offer conversational, predictive, and generative capabilities to provide relevant answers and create seamless interactions.<\/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\/products\/ai-for-customer-service\/?d=cta-body-promo-8%20%20\" target=\"_blank\">\n\t\t\t\t<span>LEARN MORE<\/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>What\u2019s Coming: <\/strong>New AI and data innovations in Service Cloud include:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Einstein Conversation Mining:<\/strong> With Data Cloud and Einstein, service leaders can now aggregate and analyze conversation data and understand the common reasons customers reach out across voice, messaging, and third-party apps, and then turn those insights into action. For example, if Einstein Conversation Mining surfaces repeated returns on a product, organizations can create a knowledge article so customers can easily return an item, or train an Einstein Bot to handle the returns.<\/li>\n\n\n\n<li><strong>Generative AI Survey Summarization: <\/strong>With the relevant data integrated in Data Cloud, Einstein generative AI can identify and sort trends and root causes of low customer satisfaction scores. Agents can then proactively follow up with customers, creating personalized communications that address the root causes, helping foster loyalty, and transforming contact centers into revenue centers.&nbsp;<\/li>\n\n\n\n<li><strong>Knowledge-Powered AI: <\/strong>Einstein can scan live customer conversations across channels such as phone, WhatsApp, and Facebook, and then suggest the best knowledge articles to help agents solve cases faster and improve the customer experience. In addition, Einstein can automatically generate new knowledge articles based on data from customer conversations and cases. Once a new article is created, it can be reviewed, edited, and posted to the internal knowledge base as a resource for other service agents.<\/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=\"92511\"\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\/press-releases\/2026\/03\/03\/formula-1-agentforce-to-grow-fan-connection\/\"\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\/03\/F1-Your-tech-director-newsroom-card.png?w=1024\" class=\"content-card__image\" alt=\"View of the F1 tech director on a mobile phone.\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png 2996w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=1536&amp;h=863 1536w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=2048&amp;h=1151 2048w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=264&amp;h=148 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=1414&amp;h=796 1414w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/03\/F1-Your-tech-director-newsroom-card.png?w=1218&amp;h=685 1218w\" \/>\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\/press-releases\/2026\/03\/03\/formula-1-agentforce-to-grow-fan-connection\/\"\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\tFormula 1 and Salesforce Deepen Partnership, Expanding Agentforce to Grow Fan Connection Worldwide\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\t4 min read\t\t\t<\/div>\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=\"92459\"\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\/press-releases\/2026\/02\/26\/agentforce-it-service-selected-for-itsm\/\"\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\/Generic-Tile-3.png?w=1024\" class=\"content-card__image\" alt=\"Salesforce Targets ITSM: 180 Organizations Adopt Agentforce IT Service\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png 1200w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2026\/02\/Generic-Tile-3.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\/press-releases\/2026\/02\/26\/agentforce-it-service-selected-for-itsm\/\"\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 Targets the ITSM Status Quo: 180 Organizations Replace Legacy Support Tools with Agentforce IT Service\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\t4 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\/76098\/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>The Salesforce perspective<\/strong><strong>: <\/strong>\u201cCustomers are right to expect smarter, faster experiences in this AI era. Salesforce\u2019s new innovations empower contact centers with real-time data and trusted AI to resolve cases and provide proactive, personalized service when and how customers want it \u2014 and sometimes even before they ask for it.\u201d \u2013 Ryan Nichols, Chief Product Officer, Service Cloud&nbsp;<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p> Salesforce\u2019s new innovations empower contact centers with real-time data and trusted AI to resolve cases and provide proactive, personalized service when and how customers want it \u2014 and sometimes even before they ask for it.<\/p>\n<cite>Ryan Nichols, Chief Product Officer, Service Cloud<\/cite><\/blockquote>\n\n\n\n<p><strong>Reaction to the news: <\/strong>&#8220;At Sonos, we intend to use the new innovations at Salesforce to improve the agent and customer experience in the future by utilizing AI to handle mundane tasks, allowing our agents to focus on building customer loyalty and driving revenue.&#8221;Dharam Rai, Vice President, Customer Experience, Sonos<\/p>\n\n\n\n<p><strong>Partner ecosystem extends the power of the intelligent contact center: <\/strong>Salesforce has an extensive partner ecosystem that provides capabilities for service organizations of all sizes and in any industry. Amazon Web Services (AWS) will bring Amazon Connect Chat, Amazon Connect forecasting, capacity planning, and agent scheduling to Service Cloud. This together with generative AI will power unified customer experiences, more productive agents, and more informed supervisors. Genesys will&nbsp;help orchestrate&nbsp;personalized <a href=\"https:\/\/www.genesys.com\/company\/newsroom\/announcements\/122912\" target=\"_blank\" rel=\"noreferrer noopener\">conversations<\/a> across all channels while providing service leaders with workforce performance insights to inform organizational decisions.<\/p>\n\n\n\n<p><strong>Availability:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Generative Knowledge Creation is generally available now.<\/li>\n\n\n\n<li>Einstein Conversation Mining for Voice and messaging, including third-party apps, will be generally available in summer 2024.<\/li>\n\n\n\n<li>Einstein Article Recommendations for Voice, Messaging for In-App and Web, Facebook Messenger, and WhatsApp will be in pilot in summer 2024.<\/li>\n\n\n\n<li>Generative AI Survey Summarization will be generally available in summer 2024.<\/li>\n<\/ul>\n\n\n\n<p><strong>Learn more:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn about other service solutions, including <a href=\"https:\/\/www.salesforce.com\/products\/customer-service-operations\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Intelligence and Feedback Management<\/a><\/li>\n\n\n\n<li>Learn how Salesforce\u2019s Einstein 1 Platform can help customers <a href=\"https:\/\/www.salesforce.com\/products\/digital-customer-engagement-platform\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">create connected customer experiences across any channel<\/a><\/li>\n\n\n\n<li>Read how Salesforce is bringing AI to <a href=\"https:\/\/www.salesforce.com\/products\/contact-center\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">contact centers<\/a><\/li>\n\n\n\n<li>Read <a href=\"https:\/\/www.salesforce.com\/blog\/contact-center-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">four ways your contact center can get started with generative AI<\/a><\/li>\n<\/ul>\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.<\/em><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go here. Salesforce has announced new features for Service Cloud that provide agents and supervisors with AI-powered insights, content generation, and automation capabilities to help increase customer satisfaction, grow loyalty, and help transform contact centers into revenue generators. Powered by Salesforce\u2019s Einstein [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":76104,"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":[1772,2363,2717],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-76098","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_product-agentforce-service","sf_product-customer-360","sf_product-data-360","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 Service Cloud Contact Center Innovations Help Fuel Better Customer Experiences, Revenue Generation Opportunities with Data and AI - Salesforce<\/title>\n<meta name=\"description\" content=\"Editor\u2019s note: Einstein 1 Platform is now the Salesforce Platform. For the latest, go here. Salesforce has announced new features for Service Cloud that\" \/>\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\/ai-for-contact-centers-news\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce Service Cloud Contact Center Innovations Help Fuel Better Customer Experiences, Revenue Generation Opportunities with Data and AI\" \/>\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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