SALESFORCE SERVICE CLOUD EINSTEIN
The rise of large language models (LLMs) and conversational and generative artificial intelligence (AI) have raised the visibility of AI’s potential to transform customer service and support operations. AI can increase customer satisfaction while driving service team efficiency. In analyzing the experience of Salesforce Service Cloud Einstein and Field Service customers, Valoir found many were achieving benefits from AI and automation today while preparing for even greater benefit from the generative AI capabilities in Service Cloud Einstein.
The arrival of generative AI and the announcement of generative AI capabilities in Service Cloud Einstein has raised awareness of the opportunities to drive improved service efficiency and customer outcomes with AI. Although generative AI is relatively new, AI and automation are not: Salesforce Service Cloud Einstein was released in 2016, and has 10 features purpose-built for service that are generally available today. Many organizations have been taking advantage of those capabilities for years to deliver better customer experiences, drive process and service efficiencies, and gather more and better data.
