Will automation and AI actually improve customer service calls? Salesforce thinks so

In the run up to Dreamforce 2021 in September, Salesforce announced new capabilities for Einstein Automate as well as new AI-driven workflows and RPA capabilities for Service Cloud . Prior to Dreamforce 2021, I had a chance to talk with Clara Shih, CEO of Service Cloud at Salesforce, about how the cloud-based software company sees automation and AI transforming, and actually humanizing, customer service. The following is a transcript of our interview, edited for readability. So let's talk automation, AI, RPA and how that relates to the Service Cloud and how that's kind of changing how organizations approach their interactions with their customers. Because I know that automation is a large part of many organization's digital transformation processes.