All About Salesforce Einstein Chat Bot Implementation

Written by Neha Madiya

Lead Technical Content Writer

AI is turning out to be the savior for many businesses; 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, Chatbots are the most instantly functional and incredibly effective at driving Customer engagements.

AI Chatbots

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 interaction 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 businesses see a considerable increase in sales and productivity. In short, Einstein Chatbots are the Future of Customer Service.

Ideal Scenarios for Using a Bot

Assist agents when offline/overloaded Training a bot model is a one-time setup No worrying about bot quitting or spending resources on replacing a bot

Salesforce Einstein Chatbots

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 bot emphasis on assisting people and answering 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 Bot focuses on the customer’s context and understands what the customers are looking for. 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 representative seamlessly. The reps can view prior conversations and actions addressed by the Bot.

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

Features of Einstein Chatbot

Easily transfer bot conversations Train bots to handle multiple scenarios with data sets Evaluate & improve bot experience for customers

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Einstein Chat Bot Implementation

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.

Steps:

  • Click on Add Button from the channel section
  • Specify the Channel and search for the deployment for the Bot you have just created
  • You can always choose to Activate / Deactivate the Bot, as shown below

Einstein Chat Bot Implementation - Use Case

Problem Statement:

  • Reduce the frequency of chats handled by CSRs by introducing a Chat Bot to provide information to the customers.
  • Guide the customers to the relevant products through Chat Bot.
  • Create cases and provide case status to the customers without CSR involvement.

Royal Cyber Recommended Solution:

Royal Cyber recommended Salesforce Einstein Chat Bot to:

  • Greet the customers on chat and take relevant information to provide fruitful information to the customers for their queries.
  • Help the customers to navigate the website by providing a link to the products, product information and recommended articles.
  • Take information from the customer to create cases and also to provide them with information regarding the cases and current status and working of the cases.
  • Provide CSRs with information about the customer before starting the chat.
 

Salesforce Einstein Chatbot with Order Inquiries, Product Search and Analytics

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Conclusion

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 assistants representing the company by becoming the first port of call. They can handle sales, shipping queries, customer support 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 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.

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