UPDATED 09:00 EDT / MARCH 25 2024

AI

Salesforce expands AI features in Service Cloud

Salesforce Inc. is strengthening artificial intelligence capabilities in its contact center-oriented Service Cloud to identify recurring issues better, recommend next steps based on customer feedback, help customer service agents resolve issues more quickly and upsell customers.

The services use Einstein 1, a recently announced update to the Einstein AI platform that allows customers to safely connect their AI-powered experiences to enterprise data and build applications using low-code tools.

Salesforce said it’s addressing a problem identified by its own research: 60% of customers say they feel like they’re communicating with separate departments during a service call, and two-thirds often have to repeat information to different representatives.

The new capabilities enable service managers to aggregate and analyze conversation data to understand common customer problems better and create support materials to address them. Einstein AI can scan live customer conversations across phone, WhatsApp and Facebook channels and suggest resources to address customer issues.

Supervisors can use generative AI to identify and sort trends and root causes of low customer satisfaction scores. Generative AI can automatically generate new knowledge articles based on the data from closed customer conversations and cases.

The new features will be rolled out beginning in the summer.

Photo: Salesforce

A message from John Furrier, co-founder of SiliconANGLE:

Support our mission to keep content open and free by engaging with theCUBE community. Join theCUBE’s Alumni Trust Network, where technology leaders connect, share intelligence and create opportunities.

  • 15M+ viewers of theCUBE videos, powering conversations across AI, cloud, cybersecurity and more
  • 11.4k+ theCUBE alumni — Connect with more than 11,400 tech and business leaders shaping the future through a unique trusted-based network.
About SiliconANGLE Media
SiliconANGLE Media is a recognized leader in digital media innovation, uniting breakthrough technology, strategic insights and real-time audience engagement. As the parent company of SiliconANGLE, theCUBE Network, theCUBE Research, CUBE365, theCUBE AI and theCUBE SuperStudios — with flagship locations in Silicon Valley and the New York Stock Exchange — SiliconANGLE Media operates at the intersection of media, technology and AI.

Founded by tech visionaries John Furrier and Dave Vellante, SiliconANGLE Media has built a dynamic ecosystem of industry-leading digital media brands that reach 15+ million elite tech professionals. Our new proprietary theCUBE AI Video Cloud is breaking ground in audience interaction, leveraging theCUBEai.com neural network to help technology companies make data-driven decisions and stay at the forefront of industry conversations.