Reshaping Customer Service with AI-Driven Chatbots and Virtual Assistants for Salesforce OMS

Reshaping Customer Service with AI-Driven Chatbots

Reshaping Customer Service with AI-Driven Chatbots and Virtual Assistants for Salesforce OMS

Customer Service with AI-Driven Chatbots and Virtual Assistants for Salesforce OMS

Lala Asif Allana

Director of Technology – Salesforce

January 30, 2024

In today’s dynamic eCommerce landscape, customer service is a critical aspect of maintaining customer satisfaction and loyalty. Companies are constantly seeking innovative solutions to streamline and enhance their customer support processes. Royal Cyber’s Salesforce Automated Customer Service, powered by artificial intelligence, is at the forefront of this revolution. In this blog, we delve into the implementation, configuration, and deployment steps, showcasing how AI-driven chatbots and virtual assistants are reshaping the customer service experience.
Customer service is no longer just about human interaction; it’s about harnessing the power of AI to handle inquiries and resolve issues swiftly. The implementation involves integrating AI chatbots and virtual assistants seamlessly with the Order Management System (OMS), empowering customers to resolve order-related issues, track shipments, and access support efficiently through AI-driven chat.

Setting up Einstein Bot in Salesforce

The foundation of Royal Cyber’s Salesforce Automated Customer Service lies in the configuration of Einstein Bot. The setup involves enabling Chat, activating Einstein Bots, and managing permission sets to control access to objects and Apex classes. The process includes configuring Object Access and Flow Access, ensuring a secure and efficient AI-driven customer service environment.

Einstein Bot Setup

First, the Einstein Bot needs to be set up in Salesforce, with essential aspects such as creating a new bot, defining its characteristics, and establishing a seamless user experience. Emphasizes is placed on the importance of providing a positive welcome message for customers and creating a main menu that categorizes various queries.

Bot Builder Overview

Once the bot is set up, the step involves setting-up the Bot Builder Overview page, offering insights into creating new bots, defining dialogues, managing entities, handling variables, and assessing performance. It highlights how businesses can train the system to understand diverse customer inputs using dialog intents and optimize the bot’s performance over time.

Deployment Steps

The deployment steps are crucial for making the AI-driven customer service accessible to users. Outlining two deployment methods – Embedded Service Deployment and Experience Builder Site Deployment, these processes ensure a smooth and efficient deployment process.

Chatbot Deployment in Experience Builder Site

Next, the chatbot in the Experience Builder Site needs to be deployed, and integrated with the Embedded Service Chat component seamlessly. Aspects such as security configurations, code snippets, and the overall user experience for customers interacting with the chatbot need to be covered.

Salesforce Einstein Chatbot Demo

Finally, the Salesforce Einstein Chatbot is in action. It includes processes such as opening the application to engaging with the chatbot, tracking orders and shipments, and seamlessly transferring cases to live agents when needed. The visual representation of the live chat experience showcases the effectiveness and efficiency of Royal Cyber’s Salesforce Automated Customer Service.


In adopting Royal Cyber’s Salesforce Automated Customer Service, businesses gain not just a cutting-edge solution but a strategic partner committed to their success. Royal Cyber’s expertise ensures a seamless implementation tailored to the unique needs of each business. With a proven track record in deploying AI-driven customer service solutions, Royal Cyber empowers businesses to harness the full potential of Salesforce’s Einstein Bot.

From initial setup to ongoing optimization, our dedicated team provides comprehensive support, enabling businesses to reduce customer service workloads, enhance issue resolution times, and ultimately improve customer satisfaction. By choosing Royal Cyber, businesses not only embrace the future of customer service but also unlock a realm of possibilities for growth, efficiency, and unparalleled customer experiences.


Poonam Chandersy

Elevate Your Customer Service Journey Today!

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