Introduction:

Salesforce Service Cloud Einstein is a set of AI technologies that are integrated into the Salesforce Service Cloud platform to improve customer service and support.

Einstein uses AI technologies like machine learning, deep learning, predictive analytics, natural language processing, and smart data discovery. It also provides a conversational UI for AI in every app or workflow.

Service Cloud Einstein is available for purchase with an Enterprise or Unlimited edition of Salesforce. The list price starts at $50 per user per month.

Einstein AI is a Salesforce-native AI technology that underpins the Service Cloud platform. Equipped with NLP, ML, deep learning, and predictive analytics, artificial intelligence help business understands their customers better.

Below are some key features of Einstein in Salesforce Service Cloud: 

  1. Einstein Bots (Bots Builder): 

Salesforce Einstein Bots are AI-powered chatbots that can help businesses manage customer interactions. They can be configured using Salesforce’s User Interface and are built directly into the CRM. 

Einstein Bots can live on many channels, including SMS, Chat, Slack, Facebook Messenger, etc., and supports multilingual queries. 

With the Einstein for Service feature, their sweet spot is customer service. As time goes on, Einstein Bots train themselves to provide answers to your customers’ most common questions. 

  1. Einstein Case Classification: 

Incoming cases can be automatically categorized with Einstein recommending, selecting, or saving field values for agents, based on historical case data. Agents can view the auto-populated information in the “Case Classification” component within the Service Console. 

Available in Salesforce Enterprise edition and above, with a Digital Engagement license. Note that each license provides only 25 bot conversations (per month). 

  1. Einstein Case Wrap-Up: 

As part of Einstein Case Classification, this feature predicts final field values for cases as chat agents complete them, using data from closed cases and chat transcripts. Agents can view the auto-populated information in the “Case Wrap-up” component within the Service Console.

Available in Salesforce Enterprise edition and above, with a Digital Engagement license. Note that each license provides only 25 bot conversations (per month). 

  1. Einstein Case Routing: 

Einstein Case Routing leverages case assignment rules and includes an “Attribute Setup” for skills-based routing. 

It activates after Einstein Case Classification has categorized the case, ensuring that the most suitable agent is assigned based on their skills and ability to resolve the customer’s issue. Together, Einstein Case Classification and Routing ensure cases are handled by the right agent for optimal resolution. 

Available in Salesforce Performance and Unlimited editions. The enterprise edition requires an add-on digital engagement license. 

  1. Einstein Article Recommendations: 

Einstein Article Recommendations assist agents in quickly finding the right Knowledge articles to address customer questions. 

If you have over 100 English Knowledge articles and more than 1,000 closed cases, you’re ready to create an AI model using a simple three-step wizard. The model learns which articles helped agents solve past cases, enabling it to recommend relevant articles for resolving new cases. 

Available with Salesforce Enterprise edition and above. 

  1. Einstein Reply Recommendations: 

Einstein Reply Recommendations uses past chat transcripts to train a predictive model that identifies common responses to customer inquiries in the chat service channel. Once the model is built, you can select, edit, and publish the suggested replies you want to make available to service agents. 

Available with Salesforce Enterprise edition and above, with the Service Cloud Einstein add-on. 

  1. Einstein Conversation Mining: 

Uses Natural Language Processing (NLP) to identify the most common types of interactions with customers and recommend how to optimize their processes, self-service channels, and knowledge base. 

Conversation Mining went into the pilot phase in the Winter ‘22 release and has not been made generally available yet. 

  1. Service Analytics: 

Although Service Analytics doesn’t have Einstein in its feature name, it’s undoubtedly from the Einstein portfolio. Service Analytics is a type of Einstein Analytics Template; you create analytics apps from templates that display dashboards on desktop and mobile devices. Service managers can view historical and trending KPI data to visualize their contact center performance. Service agents can view case and customer data to help them make faster and more informed decisions when resolving inquiries. 

Service Analytics comes with pre-built dashboards and datasets that can be modified to suit your specific needs. Service Managers access the apps from Analytics Studio, and service agents use sidebar dashboards embedded in Salesforce pages to obtain information about their cases. 

Benefits of using Einstein in Salesforce Service Cloud: 

Salesforce Service Cloud Einstein can enhance customer service and support operations in various ways, including: 

  1. Automated responses: AI can automatically handle common customer inquiries, significantly reducing response times. 
  1. Predictive maintenance: AI can analyze historical data and usage patterns to predict equipment maintenance requirements. 
  1. Sentiment Analysis: AI can evaluate customer feedback from various channels to assess customer satisfaction and pinpoint areas for improvement. 
  1. Case Classification: AI can predict field values to classify incoming cases based on the text provided by the customer. 

Salesforce Einstein leverages AI technologies like machine learning (ML), deep learning, predictive analytics, natural language processing (NLP), and smart data discovery. 

Conclusion: 

Salesforce Service Cloud Einstein revolutionizes customer service by integrating AI technologies like machine learning, natural language processing, and predictive analytics. It automates tasks, improves case classification, and offers smart recommendations, enhancing efficiency and personalization. Features like Einstein Bots, predictive case routing, and conversation mining empower businesses to deliver high-quality support while gaining valuable insights into customer behaviour. As AI continues to advance, Service Cloud Einstein remains essential for companies aiming to provide superior service across multiple platforms and channels.