Get to Know the Future of Service and Generative AI
Learning Objectives
After completing this unit, you’ll be able to:
- List some challenges that customer service organizations face today.
- Explain how automation and AI can benefit service organizations.
Customer Expectations and the State of Service
These days, customers expect quality interactions with a personal touch. When brands can deliver great customer experiences, customers are likely to purchase again. But it’s hard to find new ways to provide faster, better service. Meanwhile, service agents are under ever more pressure to balance speed with quality.
In fact, according to our sixth Salesforce State of Service, over half of service agents say they’ve experienced burnout. On top of helping customers, most service agents are bogged down with data collection tasks. Companies want to use the information they collect in the flow of service to craft intelligent, data-informed business strategies. That’s smart. But data collection can come at the expense of the customer.
“Inefficient processes and manual taskwork monopolize agents’ time and jeopardize the customer experience. Administrative work, internal meetings, and other mundane tasks take up nearly two-thirds of agents’ workdays,” according to the report. Time spent filling forms and providing complete data takes agents away from their key role—providing customer service experiences that delight.
In today’s service landscape, data collection processes need to be streamlined and automated so that business leaders can get the insights they need without taking agents away from serving customers. That’s why we created Einstein for Service, our integrated solutions to help you give customers more while alleviating 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 not only have smarter tools but also greater bandwidth to tackle complex casework and support a wide range of products. 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.
Most automation users also say the technology reduces errors and boosts consistency. Fewer errors and comprehensive case data improves overall data reliability, which gives your business teams the tools they need to discover impactful insights and create successful strategies.
To sum it up, with automation and AI you can quickly identify emerging trends, address quality issues early, and boost customer loyalty.
Introducing Work Summaries
Part of Einstein for Service, Einstein Work Summaries helps agents close cases quickly. With one click at the end of a conversation, Einstein Work Summaries drafts a concise summary that includes key details, like the reason the customer contacted your organization and the conversation outcome.
You can use Work Summaries for conversations over messaging, email, or voice channels. The automated, generative-AI text summaries save your agent’s time while capturing complete and comprehensive case data–all in the flow of work!
Like Work Summaries, Conversation Catch-Up uses the same Einstein generative-AI capabilities to give your agents or supervisors real-time summaries during customer interactions. With Conversation Catch-Up, real-time summaries appear at key moments, like when an agent accepts a transferred voice call or messaging session, or when a supervisor clicks Monitor from the Omni Supervisor dashboard to respond to an escalation or agent flag raise.
Now that you know the benefits of incorporating AI for service, next learn how to set up Work Summaries across your service channels.