Salesforce has launched the new analytics app Service Intelligence to enhance agent productivity and customer satisfaction.
Service Intelligence is powered by Data Cloud, Salesforce's real-time hyperscale data engine, and grants users access to all of their business data directly within Service Cloud. This removes the inefficiencies of toggling between screens for information.
Ryan Nichols, SVP and GM of Service Cloud at Salesforce, commented:
With Service Intelligence driven by AI, companies can bridge the gap between data and action, turning raw data into valuable customer insights. This empowers service professionals with the right information to deliver on their core mission: delivering exceptional customer experiences."
Service Intelligence's Current Feature Set
Service Intelligence includes pre-built, customisable dashboards to offer a view of critical metrics, such as customer satisfaction, average time to close and individual and team workloads. This provides agents and managers visibility and understanding, supported by the AI-powered insights produced by Einstein Conversation Mining.
Einstein Conversation Mining empowers service professionals to leverage AI to assess customer chat and email conversations to generate insights, analyse the potential of complaint escalation, and enable these professionals to proactively tackle any problem with the customer.
An example Salesforce suggests is that service leaders can identify if a large number of customers are asking questions about a product's return policy. Managers can then train bots to parse this contact reason and automatically produce a self-help article on returns for when a customer next asks for help.
Lastly, tableau integration allows users to jump directly from a Service Intelligence dashboard into data exploration in Tableau while preserving the data context from the service console. Users can subsequently embed visualisations built in Tableau into Service Intelligence to share the insights generated by the data with their colleagues.
What Are Its Upcoming Features?
Next year, Service Intelligence will introduce Copilot for Service, allowing users to ask Einstein questions about their Service Intelligence dashboards, metrics, and trends. Users only need to input natural language questions within Service Cloud.
Also coming next year is Einstein Studio, which will generate new AI-powered insights, including "Propensity to Escalate," which Salesforce defines as "the likelihood a customer will elevate a complaint," as well as estimates on the time it should take to solve a customer case.
