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Use Artificial Intelligence to Improve Service

Learning Objectives

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

  • List the key benefits of adding AI to your support process.
  • Describe how Einstein for Service can help your support team.

What Is Einstein for Service?

Salesforce Einstein is the first integrated, comprehensive artificial intelligence (AI) for CRM—a smart tool made to help increase productivity and efficiency. With Einstein for Service, your agents will be more prepared than ever to help your customers be successful.

Take Ursa Major Solar, for example. Today, the company is leading the market in sustainability, and its customer base is growing. With more and more business, Ursa Major Solar’s CEO, Sita Nagappan-Alvarez, is counting on her support agents to be at the top of their game to help her customers walk into the future with them. That’s where Einstein comes in. 

Einstein is your super smart assistant. Smart assistants are a form of AI that can perform and automate tasks for any individual or group. In the case of Ursa Major Solar, Einstein uses AI to enhance the customer service experience. And that’s important. Because according to Gartner, while 70% of customers use self-service channels in their resolution journey, only 9% are able to actually resolve their issue. Einstein can help increase efficiency by offering guidance to both agents and customers, shortening the time it takes to solve problems.

Einstein for Service and the Case Lifecycle

Do your agents spend too much time looking for information or manually entering data? Has closing cases become a tedious process? Are new products and offerings making it harder to keep up with your customers? You can help your support team—and your customers—by adopting Einstein for Service.

Einstein for Service is a one-of-a-kind suite of tools that help your agents during every step in the lifecycle of a case—from case creation and routing to resolution. 

When a case is created, Einstein can review, classify, and route it to the appropriate service agent. Einstein then guides agents by recommending replies or articles as they interact with the customer. Einstein can also reply to customers automatically to answer routine questions (such as how to reset a password) on their favorite digital channels like chat, SMS, and WhatsApp. When a chat agent finishes a case, Einstein can help complete fields accurately and consistently. 

Let’s learn more about the Einstein for Service features. 

Einstein for Service Features

Each Einstein for Service feature focuses on a different stage in the case lifecycle.

Feature What It Does

Einstein Bots

Automatically resolve common issues in conversations on chat and messaging channels. 

Einstein Case Classification

Predicts field values (like, Reason, Type, or Priority) for classifying an incoming case based on the text a customer presents from the case (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
Recommends case fields at the end of a customer chat so agents can finish cases quickly.

Einstein Reply Recommendations

Analyzes chat transcripts to recommend relevant replies during chat and messaging sessions.

Einstein Article Recommendations

Recommends relevant knowledge articles to agents on open cases.

Einstein Next Best Action

Uses data insights and business rules to recommend offers and actions for an agent to take. For example, it can recommend an offer for a customer with high-attrition risk, upsell a product when a customer meets the requirements, or send subscription reminders. 

Benefits of Einstein for Service

When you automate routine tasks for your agents, they can focus on what matters most—your customers. And if building lasting relationships with your customers wasn’t enough, here are some extra pros to using Einstein.

  • You can customize Einstein to fit your business needs.
  • Einstein has incredible processing power—it can take only seconds to look through your entire database to find answers.
  • You don’t need to code, create algorithms, compile mountains of data, or build apps to make it work. Just point and click.
  • Predictions or recommendations become more accurate over time.

With Einstein at your side solving problems with ease, AI is your support team’s new best friend. 


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