Improve your service team productivity and customer experience with AI across every channel and directly in the flow of work. With Service Cloud – your AI agent for all service experiences - you can deliver immediate answers and seamless interactions 24/7, grounded in trust.
Learn how Agentforce makes self-service support faster and more personalized.
Increase CSAT and productivity with self-service AI agents on every channel, plus AI-generated replies, summaries, answers, and knowledge articles. All powered by your trusted CRM data natively integrated within the Agentforce 360 Platform.
Provide 24/7 support for customers across every channel including voice with AI agents that handle routing tasks with empathy and context. Whether answering calls or checking past purchase history, Agentforce agents use complete customer history to resolve issues faster or escalate to a service rep.
Resolve cases any time. Agentforce for Service chats with customers using natural language and sophisticated reasoning across self-service portals and messaging channels like WhatsApp, Apple Messages for Business, Facebook Messenger, and SMS. Customers can even send photos, videos, and audio if their issue is too hard to explain in text.
Deliver accurate answers to every customer. Agentforce for Service grounds its responses with your business data. Integrate data, including Knowledge, from third-party systems to help Agentforce for Service generate accurate responses personalized to your customers' specific needs and preferences.
Build AI agents and manage routing on a unified data foundation, then launch flows across every channel with just a few clicks. By using a single set of instructions and trusted CRM data, you can ensure consistent, high-quality service whether a customer reaches out via phone, chat, or messaging.
Drive efficiency and boost service rep productivity with AI-generated summaries for any work, order, or interaction. Save time by using AI to predict or create a summary of any issue and resolution at the end of a conversation. Empower service reps to review, edit, and save these summaries to feed your knowledge base.
Service Rep Assistant, powered by Agentforce, uses incoming case data, customer engagement history and Knowledge to create dynamic, step-by-step action plans to streamline customer support, enhance agent productivity, accelerate agent onboarding and ensure company policy compliance. By integrating intelligent automation with detailed service plans, organizations can achieve higher service standards, optimize resource allocation, and improve overall customer satisfaction.
Support customers and save agents time by making useful information easily accessible. Summarize support interactions and create helpful knowledge articles. Build a knowledge base with articles on topics ranging from product details to frequently asked customer questions.
Improve search efficiency for service reps and customers with AI-powered Search Answers. Quickly generate answers from your trusted knowledge base and display them directly in the search page or service console. Service reps can find results faster with better filtering and support for multiple languages. Customize Search Answers to match your specific knowledge parameters for optimal results.
Increase customer satisfaction and reduce agent handle time with AI-generated replies on SMS, Whatsapp, and more. Use Service Replies on any channel to analyze 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 service reps to share these replies with customers with one click, or edit them before sending.
Maximize efficiency by making the most out of data and learnings from your resolved cases. Use AI to analyze 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 service reps’ handle time with AI-assigned fields and help them resolve cases quickly, accurately, and consistently.
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.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
Drive productivity, reduce costs, and increase customer satisfaction at scale with Service Cloud
Drive efficiencies and case resolutions faster with AI, automation, and Omni-Channel support.
Safely connect any data to build AI-powered apps with low-code and deliver entirely new CRM experiences.
Deflect cases, cut costs, and boost efficiency by empowering your customers to find answers first.
Start by selecting your Service Cloud edition. Some editions already include AI right out of the box. For the others, you can easily add AI at these price points.
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.
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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 personalizing support experiences.
Some of the key benefits of AI in customer service and support are service team productivity, improved response times, cost reduction through automation, personalized 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.
AI customer service agents are software programs that use artificial intelligence to interact with customers, providing automated responses to common queries, assisting with tasks, and offering customer support 24/7.
AI enhances knowledge management by automating the categorization and indexing of information, facilitating quick and accurate search, and providing intelligent insights and recommendations, which improve accessibility, efficiency, and the overall quality of knowledge sharing and decision-making. Learn more how AI supported knowledge can help your organization.
