Retail

Optimise service with conversation intelligence.

Unify customer information from across and beyond the enterprise, surfacing real-time calculated insights that accelerate service delivery.
Deliver proactive and personalised service based on customer needs and preferences with holistic profiles that update with every engagement.
Empower service teams with actionable insights and AI-powered recommendations, grounded in trusted customer data.

Use case summary

Use detailed transcript data from every service conversation on any channel, to extract common contact reasons, policies, identify similar resolution paths for common issues and understand customer sentiment, ideally in real-time. Allow agents (and bots) to provide better service responses and supervisors to optimise service operations.

Industry

Retail

Salesforce products used

Data Sources Used

Selling Channels

Loyalty & Membership

CRM & Marketing

Weather & Supply Chain

Order & Inventory

Product & Catalogue

Pricing & Promotions

Offers & Recommendations

Retail Store Expertise

Apply Insights and Predictions

By bringing together the data sources referenced in this use case, teams can build calculated insights or run predictive models with Data Cloud that will allow them to make smarter decisions or power new automations.

Calculated Insights	Use the structured metadata from transcripts captured across all conversation sources to develop insights and detect trends. Build customer health scores using service, loyalty, order and engagement data.
Predictive Models	Predict the likelihood of customer churn or dissatisfaction. Apply machine learning models to your data to build models like predicted level of customer satisfaction or likelihood to churn probabilities based on all your conversation, case and customer data.

What’s the impact?

Decrease in Case Resolution Time

Increase in Customer Satisfaction (CSAT)

Increase in Agent Productivity

Increase in Self-Service Case Resolution

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