Salesforce recently announced new Einstein and Lightning capabilities for Service Cloud, and  Nucleus Research took a look at the AI functionality. The results were impressive — with a combined increase in service agent productivity of up to 25%.  

Nucleus examined three key Einstein and Lightning capabilities for Service Cloud that can help companies achieve the highest level of intelligent, dynamic service.

Customer-Facing Einstein Bots

By automating the most common requests and information-gathering for service calls, service agents can spend less time on repetitive tasks, and more time handling complex cases.

Lightning Flow for Service

Built on the Salesforce platform, it enables service teams to connect with customer information from across the company, so they can deliver more personalized experiences.

Einstein Best Action

This makes it possible to take CRM data to make relevant, intelligent offers to customer in real time, and help turn a customer touchpoint into repeat business.