Salesforce adds Contact Center updates to Service Cloud

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.

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AndyC

Andy Curtis is an award-winning security consultant, researcher and public speaker. He has been working in the computer security industry since the early 1990s, having been employed by state and federal government, leading healthcare and banking providers across three continents. He has given talks about computer security for some of the world’s largest companies, worked with law enforcement agencies on investigations into hacking groups, and is a regular voice on TV and radio explaining IT security threats.

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