AI and CRM share fascinating possibilities. While artificial intelligence managing human customers could sound too intriguing to be true quite yet, Salesforce introduced the Einstein artificial intelligence initiative a while ago, with somewhat similar intents. The company is now expanding upon the premises of the initiative and has said that its adding Einstein AI to its cloud customer service platform.
The addition of the AI will seek to bring key improvements at both customer representative as well as managerial level. While the customer support reps can hope to be provided with information that could help them access the situation better and deal with that particular customer, managers will receive insights into the operations of the service center operation.
In fact, when Salesforce got a group of 175 data scientists together to help create Salesforce Einstein AI in September, it had been said that the intelligence will eventually makes its way to all of Salesforce products. That time seems to have started now with the cloud customer service platform deploying it to improve the customer service provided to users.
So how does it work? Well, think of Einstein as a sort of a facilitator that has vast information at its disposal, information that allows it to not only chose the best customer rep to take a particular call — but also lets it present the rep with some sort of background data on the customer or the issue. The main aim of all this work is to improve the overall CSAT metrics.
In case you are unaware of it, CSAT stands for customer satisfaction score, and it is intended to measure a customer’s satisfaction with the service received. You can think of it this way: At the end of customer support calls, you often get asked to rate the call between 0 to 10. If you are totally satisfied, you can give a 10 while total dissatisfaction gives a 0. The basic aim of the Einstein AI here, is to ensure that the CSAT score is as high as possible.
As far as the support rep is concerned, the AI attempts to make the best selection based upon the data it has about the customer reps, as well as the call. Providing the rep with at least some sort of background about the problem and the person at the other end of the call also helps. The system also keeps feeding them data on the right side of their screen — data that it feels could improve the CSAT score.
For the manager, the AI works in an altogether different way. What the manager gets, is an eagle’s eye view of the process — letting him quickly come to speed on things like agent availability, queue size and wait times. Together, this data could help the manager better marshal the resources — leading to better availability, small queues and an improved CSAT score.