{"id":80273,"date":"2024-08-14T08:00:00","date_gmt":"2024-08-14T15:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=80273"},"modified":"2024-12-02T12:59:48","modified_gmt":"2024-12-02T20:59:48","slug":"zoomin-unified-knowledge","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/zoomin-unified-knowledge\/","title":{"rendered":"Salesforce and Zoomin on Data’s Critical Role in the AI Revolution for Customer Service"},"content":{"rendered":"\n

Editor\u2019s Note:\u00a0<\/em><\/strong>Salesforce acquired Zoomin on November 1, 2024.<\/em><\/p>\n\n\n\n

Many service agents and mobile workers find it increasingly hard to meet rising customer expectations<\/a>. Nearly four in five service organizations (79%) have invested in AI<\/a> to scale service and meet these ever-increasing demands. And these investments are paying off \u2014 87% of service decision makers<\/a> with generative AI<\/a> say the technology has helped them better serve customers.<\/p>\n\n\n\n

But these AI investments are only as good as the data supporting them. More than 75% of executives say they\u2019re struggling<\/a> to scale AI, largely due to disconnected systems and siloed data<\/a>. <\/p>\n\n\n\n

That\u2019s one reason Salesforce partnered with Zoomin<\/a> to launch Unified Knowledge<\/a>, a powerful tool that integrates an organization\u2019s knowledge data from disparate third-party systems \u2014 like SharePoint, Confluence, Google Drive, and company websites \u2014 into Salesforce. <\/p>\n\n\n\n

This aggregated information helps autonomous AI agents<\/a> and assistants deliver accurate, relevant, and trusted responses that are personalized to every customer\u2019s specific needs and preferences because they are grounded in an enterprise\u2019s proprietary data. Additionally, it gives service teams who handle more complex cases easy access to the resources they need to provide fast, personalized customer experiences. With Unified Knowledge, customers can also quickly resolve issues themselves using self-service bots that deliver relevant and comprehensive answers to their questions.<\/p>\n\n\n\n