THE BOTTOM LINE
On July 11, 2018 Salesforce announced new Einstein and Lightning capabilities for Service Cloud. Einstein Next Best Action leverages customer relationship management (CRM) data to enable business agents to make relevant, intelligent offers to customers in real time. Lightning Flow for Service allows companies to design and deploy automated wizards to guide customers through common processes, increasing productivity and allowing service staff to refocus their attention on providing the best customer experience possible. Customer-facing Einstein Bots can be used to automate common service processes by deflecting low-complexity queries to the system instead of to an agent. Einstein’s combined capabilities can help companies achieve advanced customer service maturity, which Nucleus found can increase service agent productivity by up to 25 percent.