How AI Can Improve Your Customer Service | Salesforce

is your customer service team stressed out never fear AI is here stay tuned and Ill show you how it can help on ask Salesforce hey everyone the other day another really common question hit my inbox how can I use AI for customer service I love this question because if you manage customer service for your company ai can make your life so much simpler lets have a look at three different.

ways in which AI can improve the customer service experience first case classification an AI system that learns from your case history and automatically routes cases to the right agent second article recommendations and next best action AI that automatically recommends helpful articles to assist your agents and then presents them with relevant recommendations for their customers and third chat box and a I powered.

experience that can help your customers solve their own problems quickly and easily now lets say that were the Acme widgets corporation were known worldwide not only for our high quality widgets but also the great support we provide to our customers today we received an email from one of our customers whos having a bit of trouble with their series 7 widgets since this is an email we dont know too much about.

who this customer is up to this point weve had a whole division of Acme widgets context center dedicated to manually reading these emails and routing them to the appropriate agents thats a lot of time that could be spent actually providing customer support with case classification the a I can read this email it finds that its a simple product question and routes it directly.

to our product support group now the case gets into the hands of the right agent faster now lets say that we have another customer who also has a series 7 widget this customer decides to call us instead of sending an email once the call is routed to the agent what should that agent do well fortunately our AI has learned which articles have solved similar cases in the past so as the agent begins typing the information into the case the AI will produce recommended.

articles knowledge that can help our new agent solve the customers problem but wait theres more while were talking to the customer we have a unique opportunity to make her an offer maybe shed be interested in our new series eight widget next best action uses rules to figure out which offer shes eligible for and makes predictions to figure out the one shes most likely.

to take and it shows that best offer right on the agent screen now some of our customers are more comfortable trying to solve their issues themselves rather than contacting us and thats just fine because Acme widgets has a chat bot chat BOTS use AI to understand what people are saying to it and decide how to respond here our AI is figured out just what type of question this is.and the best response for it now weve solved the customers issue quickly and easily without ever involving an agent what can you do next you can head over to trailhead and start learning more about AI or you can browse our YouTube channel for more specific demos tune in next week to learn about even more ways to use AI in your business and as always make sure you subscribe to our channel and check out more videos in this series see you next time