But the upcoming integration with Open AI’s Chat GPT, to create Einstein GPT, will see its responses enhanced through the use of Generative AI.įor teams wanting more control over their chatbot’s responses, it’s possible to configure automated responses. Currently, Einstein bot uses Salesforce’s native natural language processing to provide “smart answers” to customers. Salesforce is harnessing the power of AI throughout their Einstein offering, but it can be a particularly useful addition to your chatbots. There are lots of different types of bot, and each Salesforce team will want to customize them to their specific needs - but there are some key functionalities that teams will want to be aware of: AI functionality What are the different types of Einstein bots?Įinstein bots are able to solve a variety of customer support problems through careful configuration by your Salesforce admins and developers. This not only keeps the customer satisfied, but also allows you to operate a large-scale customer support service with fewer agents. You can also set your chatbots to respond with automated answers to the most common questions, freeing up your customer support agents’ time to focus on the more complex queries. Chatbots help by providing an immediate customer interaction - even if the chatbot can’t solve a request, it will update your customer with the status of their case and can provide extra information in the interim. In the digital age, most customers expect companies to respond instantly, but managing this with only agents can be difficult at busy times. For example, certain keywords in a customer request can trigger the Einstein bot to respond with relevant articles that may help answer their question.Įinstein bots are critical to support teams looking to improve customer satisfaction.
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