Salesforce adds Contact Center updates to Service Cloud

Salesforce has announced new Contact Center updates to its Service Cloud — an offering targeted at bettering customer experience and boosting the productivity of service teams.

The new updates to the Contact Center include features such as conversation mining and generative AI-driven survey summarization among other features.  

Dubbed Einstein Conversation Mining, one of the new features will allow an enterprise’s service team to aggregate and analyze conversation data, with the help of Data Cloud and Einstein, to decode the common reasons behind customers reaching out across all service touchpoints.

Once the common reasons are identified via the new mining feature, enterprises can develop a knowledge article or train an Einstein Bot to handle the common requests, the company said in a statement.  

The recommendation feature of Einstein that suggests an article based on common reasons for customers reaching out will be in pilot in the summer of 2024 for interfaces across Facebook, Messenger, and WhatsApp.

Separately, the main Einstein Conversation Mining feature for voice and messaging, including third-party apps, will be generally available in the summer of 2024.

The generative AI-driven Survey Summarization feature, on the other hand, uses the Data Cloud and Einstein to identify trends.

It can also be used to identify root causes of low customer satisfaction scores, the company said, adding that agents can then proactively follow up with customers, creating personalized communications that address the root causes, helping foster loyalty, and “transforming contact centers into revenue centers”. 

This feature, too, is expected to be made generally available in the summer of 2024.

Further, Salesforce said it is introducing a new capability, already made generally available, that will allow enterprises to use Einstein to scan live conversations across multiple service channels, such as phone, WhatsApp, and Facebook, and then suggest the best knowledge articles to help agents solve cases faster and improve the customer experience.

Einstein can automatically generate new knowledge articles based on data from customer conversations and these articles can be reviewed, edited, and posted to the internal knowledge base as a resource for other agents, it added.

Partnership with AWS and Genesys

In order to enhance the capabilities of its Contact Center, Salesforce has partnered with AWS and Genesys.

While AWS will bring Amazon Connect Chat, Amazon Connect forecasting, capacity planning, and agent scheduling to Service Cloud, Genesys will help orchestrate personalized conversations across all channels while providing service leaders with workforce performance insights.

The partnership with AWS is expected to help enterprises boost agents’ productivity and create more informed supervisors, Salesforce said.