![]() Service Cloud Voice updates that bring together phone, digital channels and CRM data into one central view for service agents.Visual Remote Assistant, which provides two-way video and audio for a face-to-face conversation between agent or field technicians and customers and.Asynchronous messaging, enabling customers to start a chat in-app or on a website and pick the conversation up where it was left off.In addition to the automation tools, Service Cloud will also receive voice, video and text messaging capabilities to enhance a CX team’s ability to engage with buyers digitally, including: Einstein Conversation Mining, which leverages natural language processing to analyze customer conversations and help users uncover insights into the best methods of optimizing their self-service channels and databases.An expanded Flow solution that uses AI to connect and automate sales processes across channels and systems for more efficient workflows and greater customer self-service capabilities with automated customer responses and. ![]() Incident Management Swarming, a Slack integration that allows customer experience (CX) teams to enter Slack channels and update customers on incident statuses and resolutions.Customer Service Incident Management, a tool designed to provide a holistic view of incident management requests, automatically connecting multiple cases of similar issues to help response teams address existing issues while preventing other customers from encountering the same issues.The first set of automation tools are designed to help sales reps predict and efficiently address customer needs automatically.
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