Written by Neha MadiyaLead Technical Content Writer
AI is turning out to be the savior for many companies; customer service, sales, and marketing operations and we can be sure that it will stay at the heart of any organization. Today, technology supports humans with its most interactive ways, and the idea of handing over customer interactions to a machine seems a massive leap of faith. Out of all the AI-infused tech out there, Chatbot technology is the most instantly functional and incredibly effective at driving customer engagements.
AI Chatbots is handy, easy, and intelligent and they’re only getting better. Credits to Machine learning, Natural Language Processing (NLP) and Deep Neural Network capabilities, that chatbots have the ability to self-improve. The more human conversation the better they get at interpreting the nuances of language and respond accurately.
As Customers demand instant services, interactive solutions and hassle-free processes, the Bots should scale up these for them. Of all big names, Einstein Chatbot is in the race to help business see a considerable increase in sales and productivity. In short, Einstein Chatbots are the Future of Customer Service.
|Assist agent when offline/overloaded||Training a bot model is a one-time setup||No worrying about bot quitting or spending resources on replacing a bot|
These are helping hands and not human replacements. Humans will always have to be a part of the Customer Experience as AI can never be as smart as them.
Einstein bots emphasis on assisting people and sending immediate answers to the same straightforward questions over and over again, leaving customer service reps more time to help customers with more complex questions or problems. It is designed to discover insights, predicts outcomes, recommends actions and automates tasks.
Einstein bots focus on the customer’s context and understands the customer expectations. It connects all data from the back-end systems for the Bot to take appropriate action. When the requests get complex, the Bot is intelligent enough to transfer the case to a human agent seamlessly. The reps can view prior conversations and actions addressed by the Bot.
The Salesforce Einstein chatbots are automated chatbots deployed for customer assistance and sales enablement. They use Natural Language Processing to comprehend the customer inputs and handle them by providing what they require.
The chatbot masters a group of phrases related to a specific intent. When the user inputs one of these phrases, the chatbot recognizes the purpose and carries out the desired action.
Technically, a bot is just a computer program that is trained:
To deflect common customer issues
To resolve support issues faster
To reduce chat duration and
To understand human language
Einstein bots offer the below-mentioned advantages:
Send a quick response to the customers
Immediate answers reduce the number of logged cases
As chatbots handle simple cases, your agents can focus on solving complex cases
Send customized greetings and messages to customers to make them feel important
There are a few requisites you need to fulfill before starting to use the Einstein bot:
You can start using Einstein bots when you have all these things ready. If you are using the Live Agent for the first time, you may find it difficult to set up these requisites. Fortunately, Salesforce offers a Live Agent Setup Flow (present in Service Set up) that lines up everything for you.
|Easily transfer bot conversations||Train bots to handle multiple scenarios with data sets||Evaluate & improve bot experiences||Validates the information entered by the user|
The Pre-chat form enables you to gather all the necessary information automatically. Later, the bot creates records depending on contacts, leads, and cases. Finally, you can disable the bot when not needed. Optimize the customer service with the right actions at the right time. Easily switch between the main menu and dialog branches. Also, you can set up and customize the dialog branches as needed.
Creating a New Bot: Before configuring these dialogs, we need to plan our Bot, enable it and then we are all set to use it. From the Service Cloud instance, you can Search for Einstein Bot and Enable it from the toggle option shown below.
Once you have enabled the Bot, you can give Bot Name and Description and set up the Bot profile. Also, make sure to deploy the Bot to your channel.
Royal Cyber recommended Salesforce Einstein Chat Bot to:
The birth of Artificial Intelligence and advances in technology have become the groundwork for a new kind of interface – Conversational interface. This interface is a complete example of how customers interact with the system. It is absolutely true to say that – “Bots are the new Apps, Voice is the new Interface, and AI is the new Protocol.”
As bots become common in the near future, they will act as virtual agents representing the company by becoming the first port of call. They can handle sales, shipping queries, customer service and marketing or promotions like upselling and seasonal reminders and will play a key role in any business. Whatever the personal preferences of the leadership, IT can prove beyond doubt that a chatbot platform or AI CRM can function 24/7 in multiple languages and be easily updated. The trick comes in proving that customers are satisfied. There are many metrics that support this factor. But developers need to keep an eye on the security and risks that come in and be able to counter those with strong mechanisms. For more details, contact Royal Cyber’s Salesforce experts today.