Expanding Sales and Service potential with Einstein and Artificial Intelligence

• Customer Signals: It's possible to identify and act upon key issues such as objections, competitors, and pricing, all based on individual conversations with customers. Conversation trends can be observed to refine sales programs, competitive strategies, and training.
• Call Transcription and Next Step Guidance: Data entry and note-taking are no longer necessary. Each call can be automatically recorded and transcribed, improving follow-up and alerting representatives about next steps and pending actions.
• Self-Service Sales Onboarding: Every representative can learn to sell by sharing successful sales calls with new employees and disseminating techniques throughout the team.

• AI-Driven Business Insights: Prioritizing critical deals is paramount. Avoiding guesswork and anticipating risks, understanding and taking action based on lead and opportunity health, is key.
• Activity Data Sync and Contact Creation: Manual data entry is unnecessary. Automatically capturing and syncing relevant customer and sales information from email and calendar is possible.
• Predictive Forecasting: Accuracy in forecasting based on significant factors and relevant business trends is achievable through AI-powered predictions.

Service AI

Generative AI for Service Cloud Einstein

• Service Responses: Enhance customer satisfaction and streamline agent work with AI-generated responses on channels such as SMS and WhatsApp. Service Replies analyze and create responses in real-time based on conversation data or the company's knowledge base. Agents can share these responses with customers or adjust them as needed.
• Conversation Summaries: Increase efficiency and productivity with AI-generated summaries for any task, order, or interaction. Agents can review, edit, and store these summaries, enriching the knowledge base.
• Knowledge Articles: Information can be made helpful and easily accessible by creating knowledge articles on topics ranging from product details to frequently asked customer questions.
• Knowledge Search: Powered by AI, it's possible to display generated answers to agent and customer questions, taking into account the reliable knowledge base, accessing results faster with an enhanced filtering experience, and supporting multilingual search.

Service Cloud Einstein

• Next Best Actions: Provides agents with timely, accurate recommendations, including suggested offers and actions generated by AI based on your reliable data.
• Case Classification: This feature maximizes efficiency by leveraging data and insights from resolved cases. Einstein analyzes cases from previous months and automates data entry for new cases, appropriately categorizing and routing them to the correct agent or queue, reducing response times and resolving cases quickly, accurately, and consistently.
• Response Recommendations: Reduce or eliminate the time spent writing common responses and personalized messages with a library of approved responses to common questions, displaying relevant answers based on the context of the conversation.

Einstein Bots

• Bot Builder: This multichannel chatbot integrates with existing data, automating routine tasks such as providing common responses or performing typical processes.
• Multilingual Bots: Customers can engage in their preferred language thanks to natural language understanding (NLU) and named entity recognition (NER) to understand language and local details such as dates, currency, and numerical format.
• Einstein Bots API: Einstein Bots connect to any channel, from marketing to sales and human resources, converting leads, streamlining employee processes, and creating excellent conversational experiences.