Images of Einstein replies and next best actions.

Customer Service AI

Improve agent productivity and elevate customer experiences by integrating AI directly into the flow of work. Our AI solutions, protected by the Einstein Trust Layer, offer conversational, predictive, and generative capabilities to provide relevant answers and create seamless interactions. With Einstein Copilot — your AI assistant for CRM, you can empower service agents to deliver personalized service and reach resolutions faster than ever. Einstein 1 Service Cloud has everything you need to scale now and drive immediate value.

What can service organizations do with trusted AI and Data?

Increase customer satisfaction and boost service team productivity with AI-generated replies, summaries, answers, and knowledge articles powered by your trusted CRM data natively integrated within the Einstein 1 Platform.

Boost service team productivity.

Generative AI for Einstein 1 Service Cloud

Make work faster for agents, supervisors and customers with Einstein Copilot, your AI assistant for CRM. Ask questions and make requests to get trusted and useful answers. Einstein Copilot can assist with tasks like answering questions using your knowledge base. You can also customize its actions, like routing cases for approval. Einstein Copilot uses advanced language models and the Einstein Trust Layer to provide accurate and understandable responses based on your CRM and external data.

Einstein Copilot for Service answering questions for service agent.

Drive efficiency and boost agent productivity with AI-generated summaries for any work, order, or interaction. Save time by using Einstein to predict or create a summary of any issue and resolution at the end of a conversation. Empower agents to review, edit, and save these summaries to feed your knowledge base.

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.

Einstein generates a new knowledge article based on the conversation with the customer.

Improve search efficiency for agents and customers with AI-powered Search Answers. Quickly generate answers from your trusted knowledge base and display them directly in the search page or agent console. Agents can find results faster with better filtering and support for multiple languages. Customize Einstein Search to match your specific knowledge parameters for optimal results.

Einstein Copilot for Service answering questions for service agent.
Einstein generates a new knowledge article based on the conversation with the customer.

Personalize every interaction.

Einstein for Service

Increase customer satisfaction and reduce agent handle time with AI-generated replies on SMS, Whatsapp, and more. Use Einstein 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 agents to share these replies with customers with one click, or edit them before sending.

Give agents the right recommendations, right when they need them. Guide agents with AI-generated suggested offers and actions crafted from your trusted data. Refine those recommendations and manage suggestions in categories like repair, discount, or add-on service.

Einstein recommends telling the customer about a 50% off sale based on their question.

Maximize efficiency by making the most out of data and learnings from your resolved cases. Use Einstein 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 agents’ handle time with AI-assigned fields and help them resolve cases quickly, accurately, and consistently.

Einstein automates the data entry for cases and displays the case classifications.
Einstein recommends telling the customer about a 50% off sale based on their question.
Einstein automates the data entry for cases and displays the case classifications.

Scale intelligent solutions across all channels.

Einstein Bots

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.

An example of Einstein Bot Builder interface.

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.

An example of Einstein Multilingual Bots responding in multiple languages

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.

Example of Einstein Bots API being used in multiple parts of the business.
An example of Einstein Bot Builder interface.
An example of Einstein Multilingual Bots responding in multiple languages
Example of Einstein Bots API being used in multiple parts of the business.

Customer Service AI Pricing

Start by selecting your Service Cloud edition. Some editions already include AI right out of the box. For the others, you can easily add Einstein for Service at this price point.

Einstein for Service

Add predictive and generative AI to Service Cloud.

£ 60
user / month
GPB (billed annually)**
  • Generative Replies, Summaries, Answers, and Knowledge Articles
  • Article & Reply Recommendation
  • Einstein Copilot: Service Actions

Get the most out of AI for Service with thousands of partner apps and experts.

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Customer Service AI FAQ.

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 personalising support experiences.

Some of the key benefits of AI for customer service and support are service team productivity, improved response times, cost reduction through automation, personalised 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.