Whether it is marketing, sales, or customer service, AI is the new lifeline for all the departments in any company and we also know that it is going to live with us forever. Bots aren’t human replacements. Tech support for humans and human knowledge for tech goes hand in hand. Out of all the AI-infused tech supports that we avail, chatbot seems to be the most effective tech for driving customer engagements.
AI Chatbots
AI Chatbots are super easy to use and intelligent as they are based on machine learning, Natural language processing (NLP), and deep neural capabilities. With more human conversations, they are only getting better as they have the capability to self-improve by interpreting the language and its responses. Einstein chatbot has been leading significantly in providing seamless customer service. It helps in scaling instant services, hassles-free processes, and interactive solutions.
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What are bots used for?
- To deflect customer issues that are repeated and are common
- To resolve issues faster and provide instant support
- To reduce chat duration
- To reduce the workload the customer reps have for redundant queries
Here’s why you should use a bot
- Assisting agents when offline/overloaded
- Training a bot is a one-time investment
- No issue of a bot quitting or spending resources for replacing the same bot
Salesforce Einstein Chat Bots
Einstein bot helps in responding to the same queries when asked multiple times and thereby reducing the customer service reps’ workload. It makes space for the reps to address more complex queries or issues rather than spending time on the same ones. It helps to automate tasks, predict the outcomes, and recommend actions all based on insights. The queries of the customers will be resolved without any human intervention and it reduces the resources.
But how do the Bots work?
The Einstein bots focuses on the context of the customer queries. It then connects the data from the back-end systems, and when the queries or the requests get complicated, it transfers to human agents without any issue. The reps can view the conversation history the bot and the customer had and then address the issue. On the whole, the chatbot recognizes the phrase the customer used to raise the query and then carries out the necessary action.
These bots are automated chatbots for assisting customers and enabling sales.
Why should you use Einstein Bots?
- Initiate quick responses to the customers
- Reduce the number of logged cases
- Make space for the agents to solve complex queries
- Send custom greetings and messages to your customers
- Easily transfer bot conversation
- Train bots to handle multiple cases
- Validate the information entered by the user
- Evaluate, improve, and optimize the bot experience for your customers
What are the essential requirements to start using chatbots?
- Service cloud license and live agent license
- Line up the omni channel (routing configuration, presence configuration, and service channel for live agent)
- Deployment of live agent
- Queue for chatbot agents
- Snap-in deployment for hosting Einstein bot
- Check whether the agents are users of the Service Cloud
Identify your requirements and define a specific reason for using the chatbot. Check which are the cases that are coming in more often. Find how you can answer and automate them without the agents or the rep’s intervention. Build the bot based on the answers you curate to assist your customers.
When you have all these things handy, you can start using the Einstein bot. You might find it difficult in the beginning if you haven’t used it earlier, however, you can talk to the Salesforce Live agents to seek help.
Want Einstein Chatbot implementation for your organization? Let’s talk!
Einstein chatbot implementation – Use Case
Problem statement:
- Provide information to the customer using chatbot and reduce the frequency of chat by the CSRs
- Guide the customers with relevant product/service information using chat bot
- Provide case report/status to the customer service representative without any human intervention
Recommended solution:
- Greet the customer on chat, get relevant information, respond with useful answers to address the query raised by the customers
- Guide the customers with relevant and useful resources, navigating them to the website and articles
- Record the inputs shared by the customers, provide them with relevant information on the case and its status
- Give the details of the customer to the customer sales representative before initiating the chat
As someone rightly said- “Voice is the new interface, Bots are the new apps and AI is the new protocol”, Bots have become the present and the future for sales and customer service. Whether it is for upselling or providing promotional reminders, bots play a key role. Make sure your customers are satisfied with the bot replies and don’t forget to keep deflecting the security issues and risks with strong solutions.
