Salesforce Introduces AI-Powered Service Cloud Innovations to Accelerate Successful Customer and Employee Case Resolutions

Salesforce today detailed how it’s continuing to expand its complete package of AI-powered Service Cloud solutions to ensure customers, employees, and HR professionals can access the information they need 24/7 and resolve cases more quickly and cost-effectively. New innovations were released to provide step-by-step resolution plans for service representatives, help them track customer sentiment, and get AI-based recommendations to improve customer experience.

Why it’s relevant: Eighty-three percent of service decision makers expect to increase their AI investments in the coming year, and 95% of IT leaders plan to consolidate technology investments this year. By delivering critical AI service capabilities on a single platform, Salesforce is helping companies deliver every type of service at scale. 

Go deeper: New AI self-service, contact center, and employee service capabilities unveiled today are powered by Einstein AI and are grounded in employee and customer records through Data Cloud, enabling the delivery of more accurate, personalized, and contextual results. Specific Service Cloud innovations include:

• Agentforce Service Agent: Businesses will be able to offload or “deflect” and resolve customer cases 24/7 with an autonomous agent that’s powered by generative AI. The recently announced Agentforce Service Agent is grounded in trusted data, like a company’s knowledge base, so it can have accurate, fluid conversations with customers, and escalate cases to human representatives when circumstances call for it.
• Service Planner: Companies can automatically create detailed, multi-step plans for service reps using generative AI. These plans are based on the current case context and help new service reps resolve cases faster and more accurately with step-by-step directions aligned to company policies and procedures.
• Customer Experience (CX) Intelligence: Service teams can track customer sentiment in real time with an intelligent analytics application. And, they can uncover insights based on data from customer surveys and conversations and watch Einstein AI recommend ways to improve CSAT based on that data. 
• Employee Service: With Employee Service, workers can access an AI-powered Employee Portal to find fast answers to their HR-related questions, like “what is my PTO balance?” Meanwhile, HR service reps can use an AI-fueled HR Service Console to efficiently serve their employees. The portal and console integrate with Workday and Einstein for Service to deliver accurate, personalized results based on the latest employee data.

The Salesforce perspective: “Service Cloud is now your complete AI support platform! With the addition of Agentforce Service Agent, we’re bringing together humans with AI agents across self-service, contact center support, employee service, and field service onto one comprehensive AI platform. This empowers our customers to cut costs and boost productivity across their entire organization.” – Kishan Chetan, EVP & General Manager, Service Cloud

With the addition of Agentforce Service Agent, we’re bringing together humans with AI agents across self-service, contact center support, employee service, and field service onto one comprehensive AI platform.

Kishan Chetan, EVP & General Manager, Service Cloud

The customer perspective: “Our vision is to provide effortless, personalized experiences for every passenger. Service Cloud helps us achieve that vision with AI technologies that are intuitive for our employees and customers, allowing us to boost productivity, increase resolution rates, and deliver best-in-class customer service.” – Mac Munsayac, Head of Customer Experience at Philippine Airlines

Availability:

• Agentforce Service Agent will be generally available in October 2024. 
• Service Planner is expected to be in pilot in October 2024.
• Customer Experience (CX) Intelligence will be generally available in November 2024.
• The Employee Service Self-Service Portal, HR Service Console, and Workday integration will be generally available in October 2024. 
• Employee Service Agent will be generally available in 2025.

Learn more:

• Join the new Serviceblazer Community on Slack, where service and field service professionals connect with their peers, learn new skills, and grow their careers — all in real time
• Join us at Dreamforce September 17 – 19, 2024 in-person in San Francisco or online on Salesforce+ and watch the Service Keynote on September 18 at 11 a.m. PT
• Check out the latest Salesforce Field Service innovations

Any unreleased services or features referenced here are not currently available and may not be delivered on time or at all. Customers should make their purchase decisions based upon features that are currently available.