Salesforce has just released Service Cloud Einstein, an updated customer service cloud using artificial intelligence for intuitive customer service. Einstein is Salesforce’s AI program launched in 2016.

Service Cloud Einstein helps optimize how calls are routed via a new feature called Einstein Case Management which classifies calls as they are received, and information for the resolution of the call is put to the call service manager on the other end of the phone.

 

Category: Call Center Management

From the Release: “Customers today expect and demand great service experiences,” said Adam Blitzer, EVP and GM, Service and Sales Clouds, Salesforce. “Service Cloud Einstein empowers companies to transform any customer service interaction into a smart conversation that drives brand loyalty and creates customers for life.”

Link: http://investor.salesforce.com/about-us/investor/investor-news/investor-news-details/2017/Salesforce-Introduces-Service-Cloud-Einstein-the-Worlds-1-Intelligent-Customer-Service-Platform/default.aspx

Visit Service Cloud Einstein on CabinetM.

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