Sales operations closes chats 80% faster with Einstein 1 Service.

Salesforce sellers needed quick access to the right support when working to close a deal.

When Salesforce’s sellers need help from the internal sales support team, they're usually working through the quoting process — the most time-sensitive portion of a deal's lifecycle. 

Salesforce support cases follow a similar lifecycle to our customers’ support cases. First, we encourage Salesforce sellers to help themselves with self-service content. If they can’t find the answer they need, we escalate the case through automation and workflows. Once an agent accepts the incoming case, they can begin providing support. And this process takes time.

Salesforce sales operations needed a tool to help them provide high-quality support that could scale with increasing caseloads at the end of every quarter, so sellers can quickly close deals and make their quotas. 

Sellers know what to do next with AI-powered search summaries.

When a seller needs help, their first stop is our internal knowledge base. Instead of opening multiple knowledge articles to find answers, Einstein Search Answers, powered by generative AI, drafts an answer for them based on internal knowledge articles. It will even cite the knowledge article. Einstein Search Answers empowers sellers to quickly find answers on their own, without having to speak to the sales operations support team. 

Omni-channel routing sends cases to the right specialist, automatically.

Sometimes a case is complex and requires a sales operations specialist to step in. Einstein Case Classification analyzes the incoming case and automatically sends it to the specialist with the right knowledge and skill set. As a result, sellers can trust they'll get the right answers more quickly. Cases are closed faster, too.

Astro Bot handles routine questions — no agent needed.

Sometimes sellers have a quick question and don’t want to speak to a sales operations specialist. Astro Bot, our AI-powered chatbot, can respond to commonly asked questions. This way, sellers get help faster and support agents have fewer cases — a win-win.

AI-generated replies increase agent efficiency and reduce case closure time.

With generative AI, service agents are able to spend more time on complex cases and less time on manual tasks, like writing case replies. Einstein generates a reply based on conversation data or knowledge articles for the agent to review, edit, and send. Today, Einstein writes 25% of all service replies, and the average time it takes to close a chat is 18 minutes, down from an hour and a half.