Deliver Smarter Service with Artificial Intelligence

Learning Objectives

After completing this unit, you’ll be able to:

Explain the value of Einstein for Service.
Describe some key Einstein features that make teams more productive.

What Is Einstein for Service?

Salesforce’s Einstein for Service is an easy to use, comprehensive artificial intelligence (AI) solution for Customer Service. It’s a smart tool aimed at increasing productivity and efficiency for your service agents. Einstein for Service is built right into your agents’ flow of work and available across all service channels and case management systems in Salesforce Service Cloud.

Think of Einstein as a smart assistant or an extra helping hand. When applied to customer service, it can perform and automate tasks for any individual, group, or team.

Imagine if you could offload an agent’s routine tasks to a skilled smart assistant, freeing up time for them to focus on high-priority cases and provide customer experiences that delight. With the help of AI, your service agents can quickly:

Respond to customer issues across any channel with high-quality, personalized messages.
Quickly summarize conversations and interactions.
Suggest and draft relevant knowledge articles that enhance the effectiveness of your knowledge base.
Add complete and accurate case information for each customer interaction.

To see Einstein for Service in action, check out this video.

Einstein for Service Features

Here’s a snapshot of Einstein for Service features.

Einstein Article Recommendations: Recommends relevant knowledge articles to agents on open cases.
Einstein Bots: Automatically resolves common issues in conversations on chat and messaging channels. Bot conversations can be purchased via the Digital Engagement SKU, or as an add-on.
Einstein Case Classification: Predicts field values like Priority, Reason, or Type for classifying incoming cases based on the text a customer presents in the case Subject and Description.
Einstein Case Routing: Works with Einstein Case Classification to triage and route cases to the right agent or queue.
Einstein Case Wrap-Up: Lets chat agents complete cases fast, with greater accuracy and consistency.
Einstein Conversation Mining: Transforms conversation data into service insights and builds bot intents. This is included in the Service Intelligence SKU, not in the Einstein for Service SKU.
Einstein Knowledge Creation: Grows your knowledge base and captures information in the flow of work with AI-generated article drafts.
Einstein Next Best Action: Uses data insights and business rules to recommend offers and actions for an agent to take.
Einstein Reply Recommendations: Analyzes chat transcripts to recommend relevant replies during chat and messaging sessions.
Einstein Service Replies: Drafts and recommends fluent, courteous, and relevant replies using generative AI for your agents to review, edit, and post.
Einstein Work Summaries: Drafts a summary, issue, and resolution using generative AI, based on a Chat conversation between an agent and customer.
Service Analytics: Provides insights into contact center operations, helping you deliver enhanced customer experiences.

How Einstein for Service Improves Customer Service

Here are some ways the features of Einstein for Service lets your agents focus more on customers and less on routine tasks.

Business Case	Solution	Result
Enhance self-service and scale support.	Einstein Bots: Automates common questions or processes, and collects case details for a seamless agent handoff. And allows customers to self-serve by giving AI-generated answers to their questions. Bot conversations can be purchased via the Digital Engagement SKU, or as an add-on.	Increased customer satisfaction (CSAT) and case deflection, and decreased average handle time (AHT).
Boost productivity for agents and admins.	Einstein Classification Apps: Eliminates manual data entry for your agents by predicting case fields and routing cases to the right team.	Increased agent productivity, decreased case transfers and escalations.
Close cases quickly at the end of a chat.	Einstein Case Wrap-Up and Einstein Work Summaries: Suggests values for case fields saving your agents time while keeping case data complete and comprehensive.	Increased productivity and more time to focus on the customer.
Decrease time spent searching for answers.	Einstein Article Recommendations: Surfaces the most relevant knowledge articles to answer your customers’ questions.	Increased first call resolution (FCR) and CSAT.
Capture and share information in a centralized source of truth.	Einstein Knowledge Creation: Drafts knowledge articles based on customer conversations, quickly scaling your knowledge base and capturing important information.	Increased agent productivity and reduced information lost in communication silos.
Eliminate time spent typing responses to the most common customer questions.	Einstein Service Replies: Drafts real-time natural language responses in chat or messaging sessions, with the help of generative AI. Offers responses grounded in your knowledge base that are specific to your products and brand. Einstein Reply Recommendations: Surfaces common, approved responses that your agents can easily use in chat and messaging conversations with customers.	Increased agent productivity and CSAT.
Deliver recommendations at the point of maximum impact.	Einstein Next Best Action: Delivers contextual, real-time recommendations, such as service alerts or cross-sell/upsell offers to your agents.	Increased agent productivity, FCR, and revenue generation.
Analyze and understand key trends across your business and use the data to operationalize efficiency.	Einstein Conversation Mining: Delivers clusters of topics from agent-led conversations with key KPIs for each of the contact reasons and the ability to power bots from these insights. This is included in the Service Intelligence SKU, not in the Einstein for Service SKU.	Increased effectiveness of business analysts and service leaders, better operational efficiency, increased accurate automation for self service and case deflection.

With a smart assistant, your agents make fewer mistakes, they find relevant information faster, and your service processes are more easily carried out.

Create Tailored Customer Experiences with Agentforce for Service Grounding

You can use grounding to add data to a prompt and give the LLM the context it needs to provide accurate and relevant responses. With Agentforce for Service Grounding, your admin selects which case and knowledge fields are included for grounding, then Einstein begins indexing those objects and fields. After indexing is complete, Einstein can use information from your unique knowledge base and case history to add context and personalization to your customer communications. All information used by Agentforce for Service Grounding is protected by the Einstein Trust Layer, so you get the most out of generative AI without compromising data security and privacy controls.

Help your agents and help your customers by turning on a few Einstein for Service features that increase your team’s productivity and effectiveness. With a better understanding of Einstein for Service’s capabilities, you’re ready to add an extra helping hand to your service team and customers.

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