Learn the Benefits of Service and Generative AI
Learning Objectives
After completing this unit, you’ll be able to:
- Explain the evolving customer expectations in the service industry.
- List the benefits of automation and AI in service.
- Describe the functionality and advantages of Einstein Service Replies.
Customer Expectations and the State of Service
Customers expect fast, high-quality service interactions with a personal touch. When brands can deliver great customer experiences, customers are more likely to purchase again. This means quality customer interactions are essential to a thriving business.
To find new ways to provide faster, better service, service professionals are taking a closer look at their channel strategies, making sure they meet customers where, when, and how those customers want to engage. Service organizations need to adapt to the fact that more and more customers interact with brands through dispersed channels and purchase products and services in new ways. However, planning and tailoring service offerings to a wide variety of channels while maintaining a cohesive brand and consistent customer profiles is challenging and requires innovative solutions.
With customers’ expectations growing, service agents are under more pressure to balance speed with quality. According to our sixth Salesforce State of Service report, over half of service agents say they’ve experienced burnout. This is made worse by disjointed workflows and manual processes. When agents have to move between multiple screens to access the information they need in order to do their job, service slows down and the risk of errors rises. In contrast, high-performing service teams use workflows that reduce content switching or moving between tabs. When agents can easily find the information they need, they can focus on their key responsibility—providing customer service experiences that delight.
That’s why we created Einstein for Service, our integrated AI solutions to help you give customers more support while easing service agents' workload.
Work Smarter with Automation and AI
Einstein for Service is your integrated smart agent. Let’s take a look at some of the benefits.
Time savings tops the list. Employees at companies with AI have smarter tools and greater bandwidth to tackle complex casework and support a wide range of products. For years, companies have used predictive AI for tasks like providing next best actions, predicting fields, and analyzing trends. Today’s AI can quickly generate content like text and images using large language models. When you integrate AI capabilities into your service workflows, customers can quickly get the answers they need, and agents can focus on building relationships. It’s important to remember that while AI technology excels at optimizing processes and resolving simple cases, your frontline employees are the wide-ranging experts who engage with customers in uniquely human ways. They build the kind of trusted relationships that AI couldn’t on its own.
For service teams, a connected experience enhances service outcomes. High-performing service organizations are more connected to other departments, sharing goals and technologies. Bringing different communication channels together under a single console and connected customer experience gives all of your departments the tools they need to make data-driven decisions. With high-quality data you can identify emerging trends or issues across all areas of your business.
Teams that use automation also see more consistency and fewer errors. Automation standardizes how agents communicate with customers and can remove human error from the equation. AI ensures that all service steps are completed and case fields are filled in, like identifying upselling opportunities or completing customer profiles. Or, by incorporating a familiar greeting or tagline into your automated processes, you ensure that every customer interaction reflects your brand’s voice and values, further strengthening customer connections. With more consistent data and a cohesive communication style, you can improve your customer connections.
Introducing Service Replies
Einstein Service Replies helps agents close cases quickly. During a conversation, Einstein Service Replies drafts agent’s responses in messaging and chat channels. With one click, Agents can quickly post replies to customers or edit and polish them first, minimizing manual processes in the flow of work.
Next, see how to start your AI journey for service by learning how to set up Service Replies across your messaging channels.
Resources
- Salesforce: The Sixth Edition State of Service Report (signup required)