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PRNewswire 19-Mar-2019 8:00 AM
SAN FRANCISCO, March 19, 2019 /PRNewswire/ -- Salesforce (NYSE:CRM), the global leader in CRM, today announced new artificial intelligence and productivity solutions that empower customer service agents to focus more of their time on the human side of service — tasks that require social intelligence, critical thinking and creative problem solving skills. As customer service rapidly evolves from a reactive back-office function to one that impacts every stage of the customer's journey, service agents are continually asked to do more. With new AI-powered recommendations, automated routing, and embedded productivity and collaboration capabilities, Salesforce is reimagining the agent experience to meet the needs of today's connected customer.
From Case-Centric to Customer-Centric: The Service Agent's Role is Evolving
Service agents are on the front lines of all customer interactions, from the moment a consumer begins researching products all the way through to post-sale support. And while agents have historically not had the necessary resources to deliver world-class customer experiences, that is now changing. According to the third edition of the Salesforce State of Service report released today, 82 percent of service leaders acknowledge their company's customer service function must transform to stay competitive, and 77 percent of service organizations plan to make significant investments in agent training this year. This is causing a dramatic shift in the service agent's role, with 71 percent saying their jobs are more strategic than just two years ago and 75 percent saying their organizations now view them as brand ambassadors.
Making Agents Smarter with Einstein for Service
Over the last three years Salesforce has embedded new AI capabilities into Service Cloud — such as Einstein Bots and Einstein Case Classification — to make the agent console more intelligent and the agent's job easier. Building on this, the AI innovations being announced today are:
Making Agents More Productive with Quip for Service
Agents often spend more time hunting down answers than focusing on customer engagement given how difficult the collaboration process can be — corralling input from multiple teams, hunting for answers or documentation, and switching between multiple applications when doing so. Now with Quip for Service, agents have a productivity and collaboration tool embedded directly within the agent console:
Einstein AI and Quip for Service in Action
Together, these new features will fundamentally change how service agents get their work done. For example, when a customer contacts a manufacturer about a malfunctioning refrigerator, Einstein Case Routing will automatically complete the case details and route it to the right agent for faster service. Einstein Article Recommendations will then automatically provide the agent with knowledge articles containing technical details on how to fix the product. Alternately, if the customer reaches out via chat, Einstein Reply Recommendations will instantly suggest responses to the customer's questions to the agent. Should the agent need to enlist product experts across the company to help fix the refrigerator, Quip for Service allows them to collaborate directly in the agent console, then capture that solution to be used again in the future. Finally, based on the conversation and the customer's purchase history, Einstein Next Best Action flags that the customer qualifies for a free extended warranty, then walks the agent through the registration process. All of the guesswork is removed, and both the customer and agent have a better overall experience.
Skilling Up the 21st Century Workforce
Empowering companies with the right technology only solves part of the challenge, as access to training is another significant obstacle customer service organizations face. To address this, Salesforce offers training programs and networking opportunities that provide managers and agents with the skills they need to bring their contact centers into the digital era and accelerate their career growth. These include the Trailblazers for the Future regional workshops hosted by Salesforce employees and customers, Trailhead content on service related issues, Service Cloud Specialist Certifications, and direct access to a community of 25,000+ service agents. Learn more at: https://www.salesforce.com/events/trailblazers-for-the-future/
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Salesforce Empowers Companies to Transform Customer Service
Service Cloud, the world's #1 customer service platform, empowers every service employee from the contact center to the field with the innovative tools, unified data, and embedded training needed to deliver world-class customer service. Across every channel — whether it's messaging, communities, chat, phone, in-person, or IoT signals — Service Cloud is enabling Trailblazers to put the customer at the heart of every service moment and deliver personalized, consistent, transformative experiences.
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About Salesforce
Salesforce, the global CRM leader, empowers companies to connect with their customers in a whole new way. For more information about Salesforce (NYSE:CRM), visit: www.salesforce.com.
Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information please visit https://www.salesforce.com, or call 1-800-NO-SOFTWARE.
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SOURCE Salesforce