Einstein for Service provides AI capabilities to boost agent productivity and optimize customer service delivery. It includes Einstein Bots for automating common support interactions, Einstein Case Classification to assist agents and accelerate case resolution, and Einstein Next Best Action to deliver recommendations and connect them to automation. The presentation demonstrates how these capabilities work and their benefits. Pricing options are introduced for the Einstein for Service add-on and Einstein Bots.
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Einstein For Service by Raja KondReddy
1. Einstein for Service
Boost agent productivity & scale support with AI
on the world’s #1 service platform
@raja_kondreddy | rkondreddy@salesforce.com
Raja Kondreddy
Senior Manager, Partner Practice Development
2. This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the
assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we
make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber
growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any
statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new
products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays
in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the
immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth,
new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger
enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form
10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important
disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be
delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available.
Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Forward-Looking Statement
Statement under the Private Securities Litigation Reform Act of 1995
5. Become a Today!
Kate Bentley
Manager, Customer Care
Operations, Wendy’s
Damian O’Farril
Product Manager, AI, Salesforce
Automation & Analytics, Autodesk
Learn with Trailmix
sfdc.co/sctrail
sfdc.co/fsltrail
Attend a Webinar
Sign up for the Webinars
Join the Partner Community- GDC
Service Cloud Partner Enablement
sfdc.co/blazeyourtrail
Trailblazers for
Service
20K+
9. AI Is a Huge Opportunity and a Daunting Task
Source: Connected Customer, MIT, Sloan
80%
of customers believe AI will
transform their expectations of
companies
20%
have an
AI strategy
11. Empower With Intelligence Built Into Every Experience
Einstein for Service
Automate Common Service Interactions
Quickly help customers resolve routine requests across
digital channels and gather insights for seamless agent
handoff with AI-powered chatbots
Assist Agents and Employees with Intelligence
Surface intelligent solutions with machine learning from
past cases to solve complex cases faster
Optimize Service with Actionable Insights
Take action from deep learning with predictive service
KPIs, and AI-powered recommendations
Einstein Bots for
Service
Lightning Service Console
Einstein Case Classification
12. Empower With Intelligence Built Into Every Experience
Einstein for Service
Automate Common Service Interactions
Einstein Bots for Chat GA
Einstein Bots for SMS GA
Einstein Bots for Facebook Messenger Pilot in Spring ‘19
Assist Agents and Employees with Intelligence
Einstein Case Classification GA
Einstein Article Recommendations Pilot in Spring ‘19
Einstein Reply Recommendations Pilot in Spring ‘19
Optimize Service with Actionable Insights
Einstein Next Best Action GA
Einstein Discovery GA
Service Analytics GA
Einstein Bots for
Service
Lightning Service Console
Einstein Case Classification
13. Native User Experience
Einstein works out of the box
with your digital engagement
channels
Einstein is pre-integrated to
your CRM data
Pre-Integrated ChannelsPre-Integrated Data
No UI/UX design or
development required
Einstein for Service is Built for Rapid Deployment
15. Einstein Bots for Service
Increase deflection and reduce handle time
Automatically resolve top customer issues
Provide customers with the answers they need quickly using
NLP & connected CRM data
Collect & qualify customer information
Seamless handoff to human agents when desired
Easily connect to business process
Connect bots to existing business process to automatically
initiate or complete actions on agents’ behalf
Quickly train, deploy, and learn
Create bots declaratively with Bot Builder, train with existing
customer service data, and enable inline bot feedback
GA
16. Service Cloud Digital Engagement
Powered by Einstein Bots
Social Customer
Service
ChatMessaging
Web
In-App
Einstein Bots GA
SMS
Facebook Messenger
Apple Business Chat
Coming Soon: WeChat, WhatsApp and more
Coming Soon: In-App Messaging
Coming Soon: Einstein Bots
Twitter
Instagram
Facebook
Youtube
Coming in Future: Einstein Bots
17. Einstein Bots Deliver Unique Value on the Salesforce Platform
Chat: Mobile Messaging: SMS Messaging: FBM
Easy Intelligent
Integrated
Trained on historical data
Agent Training feedback
Chat: Web ...
Einstein Bots
Salesforce objects & processes
External services
Packageable
Industry pre-trained bots
ISVs
Declarative setup
Native escalation process
Channels
18. Why Einstein Bots on the Salesforce Platform?
Salesforce Security and Trust
Scalability
Agents in the loop when needed
Phased delivery to deliver in time,
incrementally (Agile)
No integration Cost
Seamless experience
Declarative Bot Builder
Small initial scope backed by agents
Native integration with Salesforce
real-time channels
Time-to-Value Security
21. Boost Agent Productivity and Accelerate Resolution
Automatically Prioritize Work
Triage and add cases in agents’ queues with
machine learning from similar cases
Accelerate Case Resolution
Predict case field values and reduce time
spent manually populating fields
Tailor Content with Language Detection
Detect case language to route, customize
content and resolve cases faster
Einstein Case Classification
Einstein for Service
GA
22. High case
volume
Standard
and
custom
fields
Ingest feedback &
push predictions
~40 minutes
Build the model
monthly
Populate
recommended fields
Requirements
Minimum 1000 cases last 6
months
Improved performance with
10,000 cases
Non-empty Subject &
Description
Not HIPAA or
FedRamp compliant
Email & Web-to-Case ONLY
in Spring
Available in Lightning &
Classic
How Einstein Case Classification Works
23. Einstein Article Recommendations
Empower agents with knowledge
Deliver answers at the right time
Suggest best knowledge articles to agents based on
case data with an intelligent NLP engine
Assist agents across channels
Provide article recommendations across SMS, chat and
other channels
Drag and drop to deploy
Easy to set up with out-of-the-box components for fast
time-to-value
Pilot
24. Einstein Reply Recommendations
Boost agent productivity and CSAT
Intelligently respond to customer requests
Provide agents reply recommendations to customer
requests using deep learning
Increase customer satisfaction
Allow agents to personalize and customize recommended
responses before sending
Improved recommendations as you go
Automatically train and improve model for more accurate
responses over time by learning from agents
Pilot
PILOT
SPRING ‘19
27. Deliver Recommendations at the Point of Maximum Impact
Einstein Next Best Action
Unify Your Sources of Insight
Combine business rules with powerful
predictive models, using Salesforce and non-
Salesforce data
Surface Actionable Intelligence
Assist employees and customers with insights
at the most effective time
Connect Recommendations to Automation
Use Lightning Flow’s powerful tools and
productivity
Einstein for Service
GA
31. Call Volume Average
Handle Time
First Contact
Resolution
Agent
Productivity
Employee
Morale &
Retention
CSAT, NPS,
Customer
Lifetime
Value
IncreasesReduces
Einstein AI for Service Improves Metrics That Matter
32. New Einstein for Service Add-On: Agent Use Cases
Chat for Web or In-App (Unlimited usage)
Messaging (Fixed & Unlimited usage)
- SMS (25 Conversations pupm, GA)
- Facebook Messenger (Unlimited, GA)
- Apple Business Chat (Unlimited, Roadmap)
- WeChat (Fixed usage, Roadmap)
- WhatsApp (Fixed usage, Roadmap)
25 Einstein Bot conversations pupm
1K Outbound Messages/Org
Now
Available
Includes:
Einstein Next Best Action
Strategy Engine & Builder and Lightning
Component with ability to integrate AI.
Unlimited for agents
Einstein Case Classification
Triage cases and pre-fill case fields on cases
to save agents time.
Service Analytics
20 Pre-Built Dashboards
$50 u/m
Add-On to EE & UE
Available add-on for Service, Health Cloud & Financial Service
Cloud (non-sales) Licenses
SKU Name: Service Cloud Einstein
Add to any current
Service Cloud customer
or
Sell with a net-new Service Cloud deal
Retires Quota for
Core & Service Cloud AEs
33. Freemium Model
New Einstein for Service Add-On: Non-Agent Use Cases
Includes:
Einstein Next Best Action
Strategy Engine & Builder, Lightning
Component, Rules-Based Engine, with
ability to integrate AI. Requests for non-
Service agent users or use cases
$50 per Month
for 10K Requests
Available to Sell to All Core Sales,
Communities, Platform Editions, &
Industry Cloud Products
SKU Name: Einstein Next Best Action
Additional Requests
5000 Requests
Per Month/Per Org
Einstein Next Best Action
Free Requests
Included in all Editions
(Essentials/PE/
EE/UE)
for Core Products
Great fit for any
Community or Custom App Use Case
*Request = Page Load or Refresh
Now
Available
34. Purchase today, get future channels for no additional cost
Einstein Bots & Digital Engagement Pricing
Digital Engagement
$75User/month
(billed annually)
TRY NOW Additional
Conversations
$30
100 Conversations
/month
TRY NOW
Lightning
Only Einstein Bots
$50
100 Conversations
/month
TRY NOW
Additional Usage
Chat for Web or In-App (Unlimited usage)
Messaging (Fixed & Unlimited usage)
- SMS (25 Conversations pupm, GA)
- Facebook Messenger (Unlimited, GA)
- Apple Business Chat (Unlimited, Roadmap)
- WeChat (Fixed usage, Roadmap)
- WhatsApp (Fixed usage, Roadmap)
25 Einstein Bot conversations pupm
1K Outbound Messages/Org
Hybrid SKU model with user license AND
transactions via Conversations
Moving from message usage to
conversation usage for paid (fixed)
messaging channels
Includes 25 “All Channel” Einstein Bots
Conversations pupm
1K Messages for Triggered & Bulk
Now
Available
Additional Triggered
& Bulk Messages
$30
1000 Messages/Term
TRY NOW
Hinweis der Redaktion
Hello! Thank you for your time and interest in Artificial Intelligence (AI) for your customer service organization. My name is __________ and today, I’d like to introduce you to Einstein for Service.
“Einstein” is Salesforce’s AI offering, and we’ve spent the past few years investing in and building Einstein right into the Salesforce Platform so that every Salesforce customer of every size and across every industry can take advantage of the benefits of AI without having to hire teams of data scientists, engineers, and UX designers or spend weeks and months analyzing data to take action.
Einstein makes AI easy to use across your entire company--like in your Sales or Marketing organizations--but today, I’d like to show you how can bring scale to your support organization with Einstein for Service, which is AI built right into our self-service portals and communities as well as Service Cloud, the world’s #1 service platform.
But first, this is our forward-looking statement. Salesforce is a publicly traded company and some of what you see or hear today may be forward looking. Please make your purchasing decisions on currently available technology, and you can read more about this on our website.
Thank you for meeting with me today and thank you for being a great Salesforce customer for [XX] years. We appreciate your business.
Start the Demo Video: https://youtu.be/iXGsr3ZehSY
Rising demands = both customer expectations and volume
The nature of an Agent’s workload is changing.
AI is helping solve simple, repetitive requests either automatically or faster by assisting agents
So agents can spend more time on complex/valuable issues
Good news… Customers are expecting a higher level of support for complex issues
A recent MIT showed that while 80% of executives see AI and automation as a strategic opportunity for their businesses, only 25% have an AI strategy.
It’s no wonder, you know that you have to get it right.
For CIOs, 3 major points of differentiation for Einstein:
Einstein is pre-integrated to the data
Einstein works out of the box with channels
Einstein works out of the box (no $ spent on UI/UX
We know there are a ton of other bots out there, but we want to explain why Einstein Bots deliver unique value.
First, they are built natively on the Salesforce platform, which means they are integrated to all of your CRM data as well as Salesforce objects and processes.
We have also made it easy to create and deploy bots--declaratively--with clicks, not code using our Einstein Bot Builder. You can use the builder to design your bot conversations and flows leveraging your CRM data and business processes. Bots also come with a native escalation process, which enables a seamless agent handoff saving valuable seconds and minutes of the agent’s time.
Einstein Bots are intelligent, so you can train your bot to understand intent (i.e. the underlying customer ask) using advance NLP and your historical customer service data (e.g. chat transcripts), although this training is not necessary. Agents can also provide feedback to the bot if they notice something was not quite right, which provides more learning for the bot.
Finally, our ecosystems of partners will be able to create pre-packaged bot training for specific use cases or industries. This accelerates bot training, but the bot will also still learn based on your own organization’s processes, issues, and customer data.
Share with you what we are doing around using assisting and prediction especially to help service agents.
Predict key information on new cases so you can connect customers to the right experts to resolve their issues.
We have been piloting this customers for several releases now and have seen great results in our ability to predict fields accurately across a lot of customers like Zenconnect and Jumbo supermarkets. today we are saving these businesses significant time in triaging their incoming cases.
Available to all of our customers so they can take advantage of the advanced machine learning
Connect customer issues with right experts
Intelligently route cases to right agents for quick and effective resolution
Predictions in each language will be best when there are both a good absolute number of examples and a good relative proportion of the cases. The smaller those are, the less accurate the predictions will be. We will always venture predictions for ALL languages.
A “good” absolute number of cases is at least 1K closed cases in the last 6 months with non-empty Subject and Description fields. Greater confidence around 10K closed cases.
A “good” relative proportion of the cases is at least 10% in that language. For example, if an org has 90% of cases in French and 10% in English, English predictions should be ok. If 95% French and 5% English, then Einstein may not do as well with English. If 25% French, 25% German, 25% Italian, 20% Greek, 5% Hungarian, Einstein will do ok with all of
Then there is next best action which helps guide agents and customers on what they may want to do next - helping to resolve cases more effectively and uncover new opportunities, like you saw with the college savings plan. Next best action delivers the right rec, right time, right person. Not just agents, but customers. These recommendations are driven from Rules + many sources of AI insights as I am going to show you in the demo shortly. Then we can connect these to automation with multi-step actions.
Today, as cases come into an agents’ queue, they must spend time filling in all the case details before they can engage and help the customer.
And the things that you get measured on, the things that keep you up at night,
AI can transform metrics that matter the most to you and your contact center
Reduce Call Volume (Call deflection via self-service)
First Contact Resolution
Average Handle Time
Agent Productivity, morale, retention
CSAT, NPS, Customer lifetime value (CLV)