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Boost agent productivity & scale support with AI
- 1. Einstein for Service Boost agent productivity & scale support with AI on the world’s #1 service platform @raja_kondreddy | rkondreddy@salesforce.com Raja Kondreddy Senior Manager, Partner Practice Development
- 2. This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements. Forward-Looking Statement Statement under the Private Securities Litigation Reform Act of 1995
- 4. Administrator Certified Service Cloud Certified Field Service Certified Blaze your Trail How Service Cloud helps to build your career
- 5. Become a Today! Kate Bentley Manager, Customer Care Operations, Wendy’s Damian O’Farril Product Manager, AI, Salesforce Automation & Analytics, Autodesk Learn with Trailmix sfdc.co/sctrail sfdc.co/fsltrail Attend a Webinar Sign up for the Webinars Join the Partner Community- GDC Service Cloud Partner Enablement sfdc.co/blazeyourtrail Trailblazers for Service 20K+
- 6. Agenda Overview Einstein Bots Einstein Case Classification Einstein Next Best Action – Hands on
- 8. Complexity VolumeofWork Customer Expectations Customers expect a higher level of service for complex issues AI and Automation Helping solve simple requests faster Agents Workloads Must Shift to Meet Rising Demands Agent’s Focus Empower your agents with AI
- 9. AI Is a Huge Opportunity and a Daunting Task Source: Connected Customer, MIT, Sloan 80% of customers believe AI will transform their expectations of companies 20% have an AI strategy
- 10. How to Empower Every Service Employee
- 11. Empower With Intelligence Built Into Every Experience Einstein for Service Automate Common Service Interactions Quickly help customers resolve routine requests across digital channels and gather insights for seamless agent handoff with AI-powered chatbots Assist Agents and Employees with Intelligence Surface intelligent solutions with machine learning from past cases to solve complex cases faster Optimize Service with Actionable Insights Take action from deep learning with predictive service KPIs, and AI-powered recommendations Einstein Bots for Service Lightning Service Console Einstein Case Classification
- 12. Empower With Intelligence Built Into Every Experience Einstein for Service Automate Common Service Interactions Einstein Bots for Chat GA Einstein Bots for SMS GA Einstein Bots for Facebook Messenger Pilot in Spring ‘19 Assist Agents and Employees with Intelligence Einstein Case Classification GA Einstein Article Recommendations Pilot in Spring ‘19 Einstein Reply Recommendations Pilot in Spring ‘19 Optimize Service with Actionable Insights Einstein Next Best Action GA Einstein Discovery GA Service Analytics GA Einstein Bots for Service Lightning Service Console Einstein Case Classification
- 13. Native User Experience Einstein works out of the box with your digital engagement channels Einstein is pre-integrated to your CRM data Pre-Integrated ChannelsPre-Integrated Data No UI/UX design or development required Einstein for Service is Built for Rapid Deployment
- 14. Automate Routine Customer Service Interactions
- 15. Einstein Bots for Service Increase deflection and reduce handle time Automatically resolve top customer issues Provide customers with the answers they need quickly using NLP & connected CRM data Collect & qualify customer information Seamless handoff to human agents when desired Easily connect to business process Connect bots to existing business process to automatically initiate or complete actions on agents’ behalf Quickly train, deploy, and learn Create bots declaratively with Bot Builder, train with existing customer service data, and enable inline bot feedback GA
- 16. Service Cloud Digital Engagement Powered by Einstein Bots Social Customer Service ChatMessaging Web In-App Einstein Bots GA SMS Facebook Messenger Apple Business Chat Coming Soon: WeChat, WhatsApp and more Coming Soon: In-App Messaging Coming Soon: Einstein Bots Twitter Instagram Facebook Youtube Coming in Future: Einstein Bots
- 17. Einstein Bots Deliver Unique Value on the Salesforce Platform Chat: Mobile Messaging: SMS Messaging: FBM Easy Intelligent Integrated Trained on historical data Agent Training feedback Chat: Web ... Einstein Bots Salesforce objects & processes External services Packageable Industry pre-trained bots ISVs Declarative setup Native escalation process Channels
- 18. Why Einstein Bots on the Salesforce Platform? Salesforce Security and Trust Scalability Agents in the loop when needed Phased delivery to deliver in time, incrementally (Agile) No integration Cost Seamless experience Declarative Bot Builder Small initial scope backed by agents Native integration with Salesforce real-time channels Time-to-Value Security
- 19. DEMO
- 20. Assist Agents with Intelligence
- 21. Boost Agent Productivity and Accelerate Resolution Automatically Prioritize Work Triage and add cases in agents’ queues with machine learning from similar cases Accelerate Case Resolution Predict case field values and reduce time spent manually populating fields Tailor Content with Language Detection Detect case language to route, customize content and resolve cases faster Einstein Case Classification Einstein for Service GA
- 22. High case volume Standard and custom fields Ingest feedback & push predictions ~40 minutes Build the model monthly Populate recommended fields Requirements Minimum 1000 cases last 6 months Improved performance with 10,000 cases Non-empty Subject & Description Not HIPAA or FedRamp compliant Email & Web-to-Case ONLY in Spring Available in Lightning & Classic How Einstein Case Classification Works
- 23. Einstein Article Recommendations Empower agents with knowledge Deliver answers at the right time Suggest best knowledge articles to agents based on case data with an intelligent NLP engine Assist agents across channels Provide article recommendations across SMS, chat and other channels Drag and drop to deploy Easy to set up with out-of-the-box components for fast time-to-value Pilot
- 24. Einstein Reply Recommendations Boost agent productivity and CSAT Intelligently respond to customer requests Provide agents reply recommendations to customer requests using deep learning Increase customer satisfaction Allow agents to personalize and customize recommended responses before sending Improved recommendations as you go Automatically train and improve model for more accurate responses over time by learning from agents Pilot PILOT SPRING ‘19
- 25. DEMO
- 27. Deliver Recommendations at the Point of Maximum Impact Einstein Next Best Action Unify Your Sources of Insight Combine business rules with powerful predictive models, using Salesforce and non- Salesforce data Surface Actionable Intelligence Assist employees and customers with insights at the most effective time Connect Recommendations to Automation Use Lightning Flow’s powerful tools and productivity Einstein for Service GA
- 28. 1 Define Recommendations 2 Create Strategies 4 Present Recommendations 5 Take Action 3 Integrate Insights How Einstein Next Best Action Works Requirements Supports any language Not HIPAA compliant No non-core data residency issues Works on all editions Lightning & Classic No data or training requirements to start
- 29. DEMO
- 30. Pricing
- 31. Call Volume Average Handle Time First Contact Resolution Agent Productivity Employee Morale & Retention CSAT, NPS, Customer Lifetime Value IncreasesReduces Einstein AI for Service Improves Metrics That Matter
- 32. New Einstein for Service Add-On: Agent Use Cases Chat for Web or In-App (Unlimited usage) Messaging (Fixed & Unlimited usage) - SMS (25 Conversations pupm, GA) - Facebook Messenger (Unlimited, GA) - Apple Business Chat (Unlimited, Roadmap) - WeChat (Fixed usage, Roadmap) - WhatsApp (Fixed usage, Roadmap) 25 Einstein Bot conversations pupm 1K Outbound Messages/Org Now Available Includes: Einstein Next Best Action Strategy Engine & Builder and Lightning Component with ability to integrate AI. Unlimited for agents Einstein Case Classification Triage cases and pre-fill case fields on cases to save agents time. Service Analytics 20 Pre-Built Dashboards $50 u/m Add-On to EE & UE Available add-on for Service, Health Cloud & Financial Service Cloud (non-sales) Licenses SKU Name: Service Cloud Einstein Add to any current Service Cloud customer or Sell with a net-new Service Cloud deal Retires Quota for Core & Service Cloud AEs
- 33. Freemium Model New Einstein for Service Add-On: Non-Agent Use Cases Includes: Einstein Next Best Action Strategy Engine & Builder, Lightning Component, Rules-Based Engine, with ability to integrate AI. Requests for non- Service agent users or use cases $50 per Month for 10K Requests Available to Sell to All Core Sales, Communities, Platform Editions, & Industry Cloud Products SKU Name: Einstein Next Best Action Additional Requests 5000 Requests Per Month/Per Org Einstein Next Best Action Free Requests Included in all Editions (Essentials/PE/ EE/UE) for Core Products Great fit for any Community or Custom App Use Case *Request = Page Load or Refresh Now Available
- 34. Purchase today, get future channels for no additional cost Einstein Bots & Digital Engagement Pricing Digital Engagement $75User/month (billed annually) TRY NOW Additional Conversations $30 100 Conversations /month TRY NOW Lightning Only Einstein Bots $50 100 Conversations /month TRY NOW Additional Usage Chat for Web or In-App (Unlimited usage) Messaging (Fixed & Unlimited usage) - SMS (25 Conversations pupm, GA) - Facebook Messenger (Unlimited, GA) - Apple Business Chat (Unlimited, Roadmap) - WeChat (Fixed usage, Roadmap) - WhatsApp (Fixed usage, Roadmap) 25 Einstein Bot conversations pupm 1K Outbound Messages/Org Hybrid SKU model with user license AND transactions via Conversations Moving from message usage to conversation usage for paid (fixed) messaging channels Includes 25 “All Channel” Einstein Bots Conversations pupm 1K Messages for Triggered & Bulk Now Available Additional Triggered & Bulk Messages $30 1000 Messages/Term TRY NOW
Editor's Notes
- Hello! Thank you for your time and interest in Artificial Intelligence (AI) for your customer service organization. My name is __________ and today, I’d like to introduce you to Einstein for Service. “Einstein” is Salesforce’s AI offering, and we’ve spent the past few years investing in and building Einstein right into the Salesforce Platform so that every Salesforce customer of every size and across every industry can take advantage of the benefits of AI without having to hire teams of data scientists, engineers, and UX designers or spend weeks and months analyzing data to take action. Einstein makes AI easy to use across your entire company--like in your Sales or Marketing organizations--but today, I’d like to show you how can bring scale to your support organization with Einstein for Service, which is AI built right into our self-service portals and communities as well as Service Cloud, the world’s #1 service platform.
- But first, this is our forward-looking statement. Salesforce is a publicly traded company and some of what you see or hear today may be forward looking. Please make your purchasing decisions on currently available technology, and you can read more about this on our website.
- Thank you for meeting with me today and thank you for being a great Salesforce customer for [XX] years. We appreciate your business.
- Start the Demo Video: https://youtu.be/iXGsr3ZehSY
- Rising demands = both customer expectations and volume The nature of an Agent’s workload is changing. AI is helping solve simple, repetitive requests either automatically or faster by assisting agents So agents can spend more time on complex/valuable issues Good news… Customers are expecting a higher level of support for complex issues
- A recent MIT showed that while 80% of executives see AI and automation as a strategic opportunity for their businesses, only 25% have an AI strategy. It’s no wonder, you know that you have to get it right.
- For CIOs, 3 major points of differentiation for Einstein: Einstein is pre-integrated to the data Einstein works out of the box with channels Einstein works out of the box (no $ spent on UI/UX
- We know there are a ton of other bots out there, but we want to explain why Einstein Bots deliver unique value. First, they are built natively on the Salesforce platform, which means they are integrated to all of your CRM data as well as Salesforce objects and processes. We have also made it easy to create and deploy bots--declaratively--with clicks, not code using our Einstein Bot Builder. You can use the builder to design your bot conversations and flows leveraging your CRM data and business processes. Bots also come with a native escalation process, which enables a seamless agent handoff saving valuable seconds and minutes of the agent’s time. Einstein Bots are intelligent, so you can train your bot to understand intent (i.e. the underlying customer ask) using advance NLP and your historical customer service data (e.g. chat transcripts), although this training is not necessary. Agents can also provide feedback to the bot if they notice something was not quite right, which provides more learning for the bot. Finally, our ecosystems of partners will be able to create pre-packaged bot training for specific use cases or industries. This accelerates bot training, but the bot will also still learn based on your own organization’s processes, issues, and customer data.
- Share with you what we are doing around using assisting and prediction especially to help service agents. Predict key information on new cases so you can connect customers to the right experts to resolve their issues. We have been piloting this customers for several releases now and have seen great results in our ability to predict fields accurately across a lot of customers like Zenconnect and Jumbo supermarkets. today we are saving these businesses significant time in triaging their incoming cases. Available to all of our customers so they can take advantage of the advanced machine learning Connect customer issues with right experts Intelligently route cases to right agents for quick and effective resolution
- Predictions in each language will be best when there are both a good absolute number of examples and a good relative proportion of the cases. The smaller those are, the less accurate the predictions will be. We will always venture predictions for ALL languages. A “good” absolute number of cases is at least 1K closed cases in the last 6 months with non-empty Subject and Description fields. Greater confidence around 10K closed cases. A “good” relative proportion of the cases is at least 10% in that language. For example, if an org has 90% of cases in French and 10% in English, English predictions should be ok. If 95% French and 5% English, then Einstein may not do as well with English. If 25% French, 25% German, 25% Italian, 20% Greek, 5% Hungarian, Einstein will do ok with all of
- Then there is next best action which helps guide agents and customers on what they may want to do next - helping to resolve cases more effectively and uncover new opportunities, like you saw with the college savings plan. Next best action delivers the right rec, right time, right person. Not just agents, but customers. These recommendations are driven from Rules + many sources of AI insights as I am going to show you in the demo shortly. Then we can connect these to automation with multi-step actions.
- Today, as cases come into an agents’ queue, they must spend time filling in all the case details before they can engage and help the customer.
- And the things that you get measured on, the things that keep you up at night, AI can transform metrics that matter the most to you and your contact center Reduce Call Volume (Call deflection via self-service) First Contact Resolution Average Handle Time Agent Productivity, morale, retention CSAT, NPS, Customer lifetime value (CLV)