THE BOTTOM LINE
On February 13, Salesforce announced Service Cloud Einstein and new related features in the Spring ’17 Service Cloud release. Intelligent case classification and field service routing will accelerate case routing and resolution routing. Additionally, Einstein Supervisor will give contact center supervisors greater visibility and insights for agent coaching to increase productivity and customer satisfaction. Adding intelligence such as Einstein to customer service can increase agent productivity by an average of 25 percent and manager productivity by an average of 21 percent, presenting significant benefit opportunities for customers.