AI-Powered Chatbots for High-Tech Customer Service: Leveraging Service Cloud Einstein for Improved Self-Service

Customer service has come a long way. Gone are the days of traditional customer service when agents would scour through conversation threads to craft a response. Today, AI solution for customer service has revolutionized customer service by 360 degrees. AI-powered chatbots is one of the most robust Service Cloud AI features that is already revolutionizing, streamlining, and personalizing services at scale.

According to Salesforce research, 64% of agents believe chatbots will unlock a new level of customer support customization. But how do they work? Einstein bots leverage machine learning to learn and improve their responses continuously. Thanks to NLP (natural language processing), they can even understand natural language, allowing them to grasp customer intent and human-like speech.

Simple or complex, the Einstein bots deliver solutions in seconds by breaking the information, language, and context barriers to give the most human-like responses.

Common customer service pitfalls and how AI-powered Einstein bots can help

As your customer base thrives, so does the challenge of providing exceptional service to the entire volume of that customer base. Manual and outdated processes slow down agent productivity and on top of that hiring agents inflate the cost of service and consume much time in training. Without advanced technologies such as Einstein bots, it gets difficult to handle the huge volume of queries and deliver timely and appropriate responses which results in poor customer service and ultimately customer churn.

“AI-powered chatbots are the future of customer service in the high-tech industry. They offer 24/7 availability and quick resolution to customer queries, making them an invaluable asset for companies.”
– Parul Nagpal, Global Client Partner (FinServ and High-Tech), LevelShift

AI-powered Salesforce Einstein chatbots can help customer service teams increase customer satisfaction, reduce churn, and improve efficiency. According to a Salesforce report, 53% of customers believe generative AI will help companies better serve customers.

• 24/7 Availability: Einstein bots can deflect routine inquiries, freeing agents to work on more critical tasks. They can serve around the clock, all day and anytime and only send relevant cases to reps that need further manual intervention.
• Improve resolution times: Agents can delegate all routine queries to AI-powered Einstein bots (no wait time) that can handle complex issues instantly. This accelerates the time-to-response and boosts customer satisfaction.
• Enable self-serve: Einstein bots can equip customers to solve their issues independently by routing them to the correct knowledge base articles, providing clear steps for troubleshooting, and answering FAQs.

Key features of Service Cloud Einstein bots that improve self-service

Einstein language (Natural Language Processing)

Natural Language Processing (NLP) bridges the gap between robotic and human-like responses by analyzing and detecting customer tonality, sentiments, and the message context to curate the most helpful responses.

This ensures that AI-powered conversations are not just keyword-matched conversations but incorporate a natural way of communication.

Einstein language comprises two major components: Einstein sentiment and Einstein intent. Einstein sentiment helps detect a text’s sentiments, whether positive, negative, or neutral, while Einstein intent helps identify the query’s topic, whether it is a support query, a product-related one, or an escalation.

Multilingual Einstein bots

As a customer service head, it is challenging to service customers across geographic locations. This brings language, cultural, and contextual barriers. But, with multilingual Einstein bots:

• You can support your customers in the language they prefer.
• The bot can translate and understand the local details and culture and use the correct language.
• You can improve customer satisfaction by serving customers in the language they are comfortable with and making them feel valued.

The bots use NLU and NER to understand the local language.

NLU (natural language understanding)	This helps to understand the meaning and the intent of the content (any language). It analyzes the sentence for cultural nuances.
NER (named entity recognition)	Identifies and classifies specific entities in a sentence. It adapts to different date, time, and currency formats depending on the user’s location.

How will the C-Suite and Service Heads Benefit from Einstein Bots?

Einstein bots help your customer service agents serve your customers better by automating responses. You can deliver personalized experiences, significantly reduce resolution time, and boost customer satisfaction. Here’s how Einstein bots helps Customer Service Leaders and Managers:

Here’s how Salesforce Einstein chatbots help the C-Suite offer better customer service:

• Reduce costs owing to manual workflows and automate the deflection of routine queries.
• One of the biggest challenges of the C-Suite is ensuring that the customers are always served well. With Einstein Bots, you can answer customer questions 24/7 on a variety of topics, freeing up human agents for more complex issues.
• The C-Suite can stay on top of customer trends and pain points with insights from Einstein Bots that collect valuable customer interaction data. These insights can be used to strategize products, services, and customer interactions.
• Einstein Bots can personalize interactions by remembering past inquiries and customer interactions. This helps with contextual responses to customer queries. The C-Suite can be confident about the quality of customer experience.

 

Benefit for Customer Success Managers (CSMs)	Benefit for Customer Service Agents	Benefit for Customers
Faster onboarding	Focus on complex issues and personalized guidance.	Smoother onboarding experience and faster time to value.
24/7 support	Reduced workload and improved efficiency.	Get answers and resolve issues anytime, anywhere.
Proactive engagement	Identify and address issues before escalation.	Proactive problem-solving and improved customer experience.
Personalized support	Provide more relevant and tailored support.	Receive more personalized support and attention.
Data-driven insights	Gain insights to improve customer success.	Benefit from data-driven improvements and success.

 

Here’s how Salesforce Einstein chatbots help Customer Success Managers offer better customer service:

• Automate day-to-day customer service activities like answering routine queries and troubleshooting issues.
• Leverage sentiment analysis and intelligent routing to identify priority issues and serve customers based on urgency and the possibility of escalations.
• Be data-driven and gain insights on customer interaction to streamline customer service.
• Einstein Bots can automate routine onboarding tasks like answering FAQs and guides for initial setup.

 

Benefit	Impact on Service Agents	Impact on Customers
AI-Powered Chatbots & Knowledge Bases	Deflect routine inquiries Empower agents to handle complex issues	Faster self-service options 24/7 customer support
Sentiment Analysis & Routing	Identify frustrated customers Prioritize high-priority cases	Improved customer satisfaction Reduced escalation rates
Automated Workflows & Performance Tracking	Streamlined service processes Data-driven insights for improvement	Faster resolution times Improved customer experience

The Future of Customer Service is Here

Investment in AI-based chatbot solution improves customer service today, and you are future-proofing your business for tomorrow. But AI-based chatbot solution aren’t a one-size-fits-all solution.

At LevelShift, we specialize in understanding the unique needs of our customers and providing a customized AI solution for customer service. We know excellent customer service is critical, so we tailor Salesforce Einstein chatbots to your industry needs and brand voice, ensuring seamless integration into your existing customer service ecosystem. Our team focuses on the following for a successful implementation of chatbots:

• Conversational Design
• Understanding the intent
• Monitor, Analyze, and Optimize to improve performance

Equipped with the right technology and service, you can serve your customers faster, enhance their experience with your brand, and boost satisfaction.

Ready to unlock Salesforce Einstein AI’s potential for your business? Contact LevelShift today to discover how our Salesforce expertise can help you build a customized chatbot solution that delivers results.