{"id":69984,"date":"2024-03-25T06:00:00","date_gmt":"2024-03-25T13:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=69984"},"modified":"2024-03-27T14:01:53","modified_gmt":"2024-03-27T14:01:53","slug":"ai-for-contact-centers-news","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/uk\/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

Salesforce has announced new features for 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 Einstein 1 Platform<\/a>, service leaders can now use Data Cloud<\/a> and 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

Why it matters: <\/strong>Good customer service can drive billions in new revenue<\/a>*, yet people often have disconnected experiences when dealing with customer service agents. Sixty percent of people surveyed in Salesforce’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. <\/p>\n\n\n\n