In order to prevent customers from having to contact a company multiple times over a single concern, service agents require a platform capable of automating repetitive and low-value tasks so they can focus on resolving complex problems faster and building deeper relationships. For this reason, Salesforce yesterday announced new AI-powered workflows and contact center innovations in Service Cloud to power effortless experiences for service agents and their customers.
New workflows built into the Customer 360 platform enable customer service teams to predict, route and solve customer needs — sometimes before the customer is even aware a problem exists. Additionally, new digital contact center innovations for video, chat, voice, and workforce engagement offer more effortless experiences for both customers and service teams.
New workflow capabilities include:
- Customer Service Incident Management accelerates resolution for major incidents fast, by helping companies detect, diagnose, and respond to service disruptions.
- Omni-Channel Flow built on Salesforce’s workflow platform makes it easier for service teams to create complex rules based on CRM data for routing cases, calls, messages, and chats across the service team and other departments.
- RPA capabilities for Service Cloud from the recent Servicetrace acquisition enable service teams to automate repetitive tasks such as look-ups and write-ins across legacy systems that lack APIs.
“The businesses that have thrived over the last 18 months are those that embraced digital tools to deliver excellent customer and employee service experiences with trust and transparency. With new AI and process automation for Service Cloud, as well as Slack to provide a digital hub to quickly resolve issues across teams and departments, we’re giving agents more time to focus on providing human-centric service and giving customers fast, proactive service to build trust and loyalty.”
Clara Shih, CEO of Service Cloud, Salesforce