Salesforce Einstein bots are transforming customer service interactions

First introduced as a beta-version at Dreamforce in November 2017, Salesforce Einstein Bots for Service have now become generally available for interaction with customers in Live Agent. It has been almost two years since Salesforce launched its Einstein AI platform with a view to infusing AI capabilities everywhere throughout its clouds.

Just as Artificial Intelligence is irrevocably transforming sales and marketing processes through end-to-end automation, so too AI-driven, real-time Bot technologies are revolutionizing the way brands interact and engage with customers.

What are Einstein Bots all About?

Being part of Service Cloud, Einstein Bots are intended to automate the process of responding to routine customer service requests as well as augment customer service agents to provide customers with a seamless, hassle-free digital service experience they have come to expect today. They are programmed to simulate a natural human conversation, chatting to the customer in much the same manner human agents would usually do.

What Does it Mean for Salesforce Users?

1. Instantaneous Responsiveness and Fastest Issue Resolution

What’s in the Future?

The release of Einstein Bots is definitely a huge deal in many respects. The opportunity to instantly respond to your customer requests without having a service rep involved is sure to go a long way towards increasing Salesforce users’ productivity and reducing customer service costs without compromising quality.

@VRP_Consulting is a Salesforce Platinum Consulting Partner, Expert PDO, Expert Salesforce.com and Lightning Master. A Partner Innovation Award winner 2020.