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