Salesforce has announced that new contact center innovations and AI-powered workflows are coming to its Service Cloud platform to help users create better experiences for service agents and their customers. The workflows will be built into the Customer 360 platform and take advantage of automated technologies to help customer service representatives respond to incidents, eliminate repetitive tasks, and automate the way cases are routed through an organization. Some of the new contact center features are available now, while others will launch later in 2022.
Salesforce offers one of the most expansive and complete CRM products on the market. The platform includes all of the company’s sales and marketing applications, most notably the Sales and Marketing Clouds, Service Cloud, Analytics Cloud, App Cloud, and IoT service. Salesforce is fully mobile, and its Complete Customer Management Solution is best-in-class. In addition to its core CRM features, Salesforce also offers an AI-based analytics tool called Einstein.
Included in this round of updates is a suite of workflow capabilities (Customer Service Incident Management, Omni-Channel Flow, and robotic process automation capabilities for Service Cloud) alongside new features for Salesforce’s digital contact center. Those contact center updates will help companies connect employees, partners, customers, and apps on one screen. Specific contact center features include Einstein Conversation Mining, new messaging functionalities, a visual remote assistant, Workforce Engagement Intraday Management, and Service Cloud Voice, which combines phone, digital channels, and CRM data on a central workspace.
Clara Shih, the CEO of Service Cloud at Salesforce, said, “The businesses that have thrived over the last 18 months are those that embraced digital tools to deliver excellent customer and employee service experiences with trust and transparency. With new AI and process automation for Service Cloud, as well as Slack to provide a digital hub to quickly resolve issues across teams and departments, we’re giving agents more time to focus on providing human-centric service and giving customers fast, proactive service to build trust and loyalty.”
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