By Swatil Binte Mahmud, Lava Protocols
Being a 90’s kid, I know a time without the internet and grew up with the internet simultaneously. We are unique because we have tasted the best of both worlds. But to be honest, I never imagined the world and technology to be where it is today. Perhaps, this is why I am not an engineer or a scientist but a writer. I thought cameras worked in magical ways for the longest time because they froze time. So, imagine how big my jaw dropped when Artificial Intelligence (A.I) made its way into our lives.
A.I is everywhere; in your home, office, toothbrush, car, television, etc. And why shouldn’t it be? It is an expert in deriving intelligence from existing data to solve problems and make complex decisions in a much easier and faster manner.
But are you using A.I for your organization’s services? Are you still making your staff do repetitive business tasks? Are you not engaging with your customers at scale? Do you not have a customer relationship management (CRM) software? Are you living in 2020? If the answer to the last question is Yes, you need A.I for your business.
Your customers are also your brand ambassadors. If they are satisfied with your products and services, they will highly likely recommend your business to others. But how do we keep our customers happy in this face-paced and competitive business environment? By using A.I-powered tools and cloud services. These will enable your staff to find answers quickly, deliver more innovative solutions, make better decisions, and be more productive. Still not satisfied? Here are six ways A.I tools like Service Cloud Einstein can add value to your business:
Right Recommendations
Einstein Article Recommendations by Salesforce will help your agents find the correct answers to customer problems quickly. Einstein Article Recommendations can surface the most relevant knowledge articles within the agent console itself. So, in simple words, it does not have to go anywhere for answers physically; it will bring solutions and best practices to your agents in seconds. Agents will also save time and respond quickly because they will not waste time scrolling and searching through a list of articles for answers. Also, the best part about this CRM software by Salesforce, it will suggest responses to your agents for common questions during the chat and messaging conversations with customers. How cool is that?
Auto-triaging cases
Service Cloud Einstein by Salesforce can help your businesses do more in less time by routing and triaging cases. Einstein Case Classification can predict and pre-fill case fields for your agents based on your company’s historical data. Can you imagine filling up a form and the software doing all the hard work for you? Also, Einstein Case Routing uses machine learning to direct customers to the correct queue in real-time, so they don’t have to waste time waiting. So, when your agents are saving time and effort and your customers are saving time and are satisfied, how can anything go wrong in your business!
Customers real-time voice
A cloud solution like Service Cloud Voice can transcribe a customer’s voice in real-time and route it to the A.I engine in Salesforce to suggest the answers instantly. The A.I can automatically surface a trouble-shooting workflow based on their inputs. This enables agents to choose the best solution, reduce the turnaround time, and keep their customers happy.
Customers can self-serve
According to research by Salesforce, 65% of customers prefer self-service for simple matters. A.I-powered chatbots like Einstein Bots are becoming increasingly popular among customers and businesses. These bots can immediately engage with customers to answer common FAQs, provide personalized advice, check the status of a claim, troubleshoot problems, and lead them to solutions. So, instead of having staff answer questions all day, chatbots can do them for you! Your team can also better utilize their time for something else.
Actionable insights
A.I tools like Service Analytics by Salesforce can analyze customer interactions at scale and derive practical insights on customer churn, CSAT scores, and contact center performance. So, in simple words, the A.I will deliver real-time insights for you to provide better service to your customers.
Cross-selling and up-selling
Every interaction with your customer is significant because if they are not satisfied, it might be your last interaction with them ever. Hence, A.I-powered tools like Einstein Next Best Action can automatically recommend products, offers, discounts, suggestions, or actions that are highly likely to boost customer satisfaction. By offering exactly what your customers need with the help of A.I and data, you can maximize the impact of your interaction with customers and provide better customer service.
The best part is that A.I-powered tools like Einstein are built right into Service Cloud, your service channels, and your CRM data. This makes it super-easy to roll out and use in your daily business activities. A.I. is the future; it has so much potential. Believe in the magic and power of A.I because very soon, it will be considered the next big revolution in the CRM industry, and you don’t want to miss out on being a part of that.
Lava Protocols is an authorized Salesforce Partner. Want to get better cloud solutions? Drop us an email to: hello@lavaprotocols.com.