Contact Center updates now added to Salesforce Service Cloud

With the aim of enhancing customer satisfaction and boosting support team productivity, Salesforce has introduced new Contact Center enhancements to its support cloud.

Salesforce has released new Contact Center upgrades to its support cloud, an offering designed to improve customer satisfaction and increase support team productivity. Conversation mining and generative AI-driven survey summaries are two of the new capabilities added to the Contact Center. One of the new tools, called Einstein Conversation Mining, will enable the service team of a company to collect and examine conversation data, utilizing Data Cloud and Einstein to identify the common causes of consumer inquiries across all service touchpoints.

According to a statement from the company, businesses can create a knowledge article or train an Einstein bot to answer common requests once the common reasons are found using the new mining feature. The Einstein recommendation function, which makes suggestions for articles based on frequently asked questions, will go into beta for Facebook, Messenger, and WhatsApp interfaces in the summer of 2024. In addition, the primary Einstein Conversation Mining functionality for messaging and telephony, encompassing third-party applications, is scheduled to become widely accessible by the summer of 2024.

In contrast, the Data Cloud and Einstein are used by the generative AI-driven Survey Summarization function to find trends. It is anticipated that this capability will also become widely accessible in the summer of 2024.