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Customer Service Gets Smart Thanks to Salesforce Einstein

Done right, customer service has more potential than ever to help companies grow their businesses, but it's also become increasingly complex. That's where artificial intelligence (AI) can step in to help, according to Salesforce, which recently announced its new AI-powered Service Cloud Einstein.

Designed to help contact centers provide their customer service employees with faster, smarter insights, Service Cloud Einstein comes with new support for case management, mobile CRM (customer relationship management) and analytics for supervisors. The new offering builds on the initial Einstein services announced by Salesforce in September.

Salesforce is rolling out its latest Einstein services one at a time. Einstein Supervisor is already generally available. Its Intelligent Mobile Service for iOS was launched earlier this week (an Android app is also available as a pilot), while Einstein Case Management will become available as a pilot offering later this year, the company said.

AI Has 'Enormous Potential'

The artificial intelligence capabilities provided through Einstein are built in part on technology developed by a company called MetaMind, a deep learning startup acquired by Salesforce last year. However, Salesforce itself has been working on CRM-focused AI for more than two years, and Service Cloud Einstein marks its next step forward in putting that research into action.

"There is enormous potential for intelligence in customer service -- from smart image recognition to intelligent upsell & cross-sell to service bots -- and the companies that can harness all that AI has to offer will deliver better experiences for their customers, create competitive advantage, and disrupt entire industries over the next few years," Bobby Amezaga, Salesforce's senior director of product marketing for Service Cloud, wrote in a blog post.

Artificial intelligence and machine learning can help business contact centers get deeper, real-time insights into their customers, Amezaga said. Organizations that make use of that... Read More »