Provide personalised and intelligent service using AI-powered chatbots built directly into your CRM. In just a few clicks, you can speed up issue resolution and help your teams do more by utilising AI-generated answers or automating routine tasks with bots integrated with your Salesforce data. These secure, multilingual bots can be launched on enhanced messaging channels — including in-app, web and third-party — as well as Slack and the Einstein Bots API.
Automate personalised, intelligent service with an AI-powered customer service chatbot solution built directly into your CRM. Easily launch multilingual, multi-channel bots that integrate with your Salesforce data and automate common tasks to help your teams be more productive and drive faster resolutions.
Get started quickly and accelerate time to value by easily building and deploying a bot with a template or from scratch. Choose from a variety of templates that deliver customised solutions tailored to your cloud or use case. You can build customer service bots in seconds with templates that include intent data, flows and conversation design.
Scale chatbots across multiple regions by turning on multilingual solutions. Help customers and support reps find answers to enquiries in the language they are most comfortable with by easily translating solutions and solution categories into the languages supported by Salesforce. Multilingual bots help decrease support costs and improve customer satisfaction by answering questions, providing solutions and managing enquiries in your customers' prefered languages.
Don't put your customers on hold. Meet them on their preferred channels from your website, mobile app, SMS, WhatsApp, Facebook Messenger, Apple Messages for Business and more.
Deploy chatbots to any part of your business — from marketing and sales to HR. Qualify and convert leads and streamline processes using customised bots. Use the Einstein Bots API to expand the ways that you deliver bots to your customers by connecting your standard and enhanced chatbots to many different end points.
Embed business processes easily across all channels to surface the most applicable information and help customers resolve requests on their own. Use workflows to automate both simple and complex tasks — from resetting a password to submitting a loan application. Give customers the ability to seamlessly self-serve without the need to loop in an agent.
Measure, track and optimise your bots' value against your organisation's business objectives using your chat data, bot performance metrics and cost information. Quickly build and dig into reports and visualisations for bot business value, KPIs and analytics. Use the information to fine-tune intents and improve how well your bot understands your customers. Continuously improve bot performance and track its impact against critical business KPIs with prebuilt reports and dashboards.
Agentforce for Service
Resolve cases any time. Agentforce for Service chats with customers using natural language and sophisticated reasoning across self-service portals and messaging channels like WhatsApp, Apple Messages for Business, Facebook Messenger, and SMS. Customers can even send photos, videos, and audio if their issue is too hard to explain in text.
Deliver accurate answers to every customer. Agentforce for Service grounds its responses with your business data. Integrate data, including Knowledge, from third-party systems to help Agentforce for Service generate accurate responses personalised to your customers' specific needs and preferences.
Get setup in minutes. Agentforce for Service doesn’t require thousands of lengthy structured dialogues. Simply use out-of-the-box templates, existing Salesforce components, and your LLM of choice to get started quickly. Need something more specific for your business? Create custom actions using the low-code builder.
Protect the privacy and security of your data with the Einstein Trust Layer - built on the Salesforce Platform. Mask personally identifiable information and define clear parameters for Agentforce for Service to follow. If an inquiry is off-topic, Agentforce for Service will seamlessly transfer the conversation to a human agent.
Find out how Service Cloud helps you deflect 30% of cases and deliver value across your customer journey with CRM + AI + Data + Trust.
Deliver seamless, personalised conversational experiences across channels — at scale.
Drive efficiencies and case resolutions faster with AI, automation and Omni-Channel support.
Use trusted conversational, predictive and generative AI built into the flow of work to deliver personalise service and reach resolutions faster.
Deflect cases, cut costs and boost efficiency by empowering your customers to find answers first.
Scale customer service in financial services with automation and AI and move common interactions to low-cost self-service.
Einstein Bots is included in Service Cloud Unlimited Edition, but to add seats and unlock access to SMS, Facebook Messenger and more, we also recommend Digital Engagement, a Service Cloud Einstein add-on that maximises chatbot functionality.
This page is provided for informational purposes only and is subject to change. Contact a sales representative for detailed pricing information.
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A chatbot is a computer program that uses artificial intelligence (AI) and natural language processing (NLP) to simulate human conversation. Chatbot solutions can be deployed across channels to help service teams scale by enabling customers to find answers to common issues faster and automating routine tasks. Learn how to create a customer service chatbot.
AI chatbot solutions enhance customer service by providing instant 24/7 customer support and faster resolutions for high-volume, low-complexity cases. For issues that require a human touch, chatbots can also collect information upfront and give agents the context they need to solve issues faster.
Start by analysing the issues that your agents are addressing to identify common issues the bot can resolve. Then implement NLP and machine learning algorithms. Next, train and test your chatbot using real or simulated data. Finally, integrate the chatbot with your customer service channels.
AI chatbots can be built to meet a range of needs in both business-to-consumer (B2C) and business-to-business (B2B) environments. Organisations of any size and industry can benefit from live chat software from e-commerce, financial services, travel & hospitality, software & cloud services, healthcare, telecommunications and media.
Consider choosing a chatbot solution that's connected to your customer data, knowledge bases and business processes built in your CRM. With access to the right customer data and workflows, chatbots can deliver personalised interactions and enable more efficient customer service.
