Salesforce launches extra-strong AI-flavoured Service Cloud Einstein

Salesforce has announced the unveiling of Service Cloud Einstein, a new customer service platform which includes a beefed-up AI engine and aims to add intelligence'to every service interaction'. The platform, which is a mix of the firm's current Einstein AI tool and Service Cloud, will be fully connected to CRM data across sales, commerce, and marketing departments, and offers a variety of features. Einstein Supervisor is a mix of several products, from Salesforce's Omnichannel Supervisor and the Service Wave analytics app, which gives managers real-time data and can predict customer satisfaction, to Einstein Case Management, which can escalate cases in real time and include relevant information, such as knowledge articles and videos, immediately on tap. Salesforce uses as an example of the former an appliance manufacturer, who finds an increase in calls about a specific product model. Using the data, and finding out all the issues come from products that were put together in one three month period at the same factory, other customers can be warned, potentially staving off a larger problem.