Einstein for Service Cloud Has Potential to Improve Help Desk Satisfaction

When Salesforce announced Einstein, its artificial intelligence (AI) solution, at last year’s Dreamforce conference, it made it clear that Einstein would impact all Salesforce products. The initial release of Einstein focused on Salesforce CRM, its most popular, wide-reaching solution and an obvious choice for the AI roll-out. Now comes phase two of that deployment. On Monday, February 12, 2017, Salesforce announced that Einstein had made its way into the Salesforce Service Cloud customer service platform. In the same way Einstein benefits sales representatives, Salesforce is hoping the AI can help automate tasks and provide insights for customer service managers and representatives, and mobile field agents, making life easier for employees and boosting overall customer satisfaction.

Einstein for Customer Service Managers

Salesforce conveniently tiers its Einstein Service Cloud offering by employee level. One of the tiers, Einstein Supervisor, is aimed at customer service managers. Supervisor provides management with real-time data and AI-enabled analytics on agent availability, wait times and overall team queues, which will help managers make smarter management decisions. The solution can also help predict overall customer satisfaction and even prevent escalations by cutting off overarching issues before they cause mass detriment. For example, a manager could receive an alert that a specific product is receiving the same complaint from a number of customers, helping them identify trends faster than before.

By combing through the analytics, the manager could determine the exact cause of the problem and preemptively alert other customers that they may have the same problem. The manager could then dispatch mobile service agents to fix said problem before the customer called to complain. This predictive quality of service has the potential to provide a higher, more proactive level of customer satisfaction.

Einstein for Customer Service Representatives

Einstein Case Management is the AI function for customer service representatives. Through Case Management, chatbots can become the first responders for contact centers, recording basic customer information and documenting the problem. Depending on the customer issue, Einstein can tag the ticket based on level of urgency and need for escalation, and then route the ticket directly to the proper agent. Einstein can also provide documentation on how to resolve the issue based on prior similar problems. The customer service representative can either apply or deny the classification that Einstein has offered and then contribute to Einstein’s machine-learning functionality by scoring the AI so that it can learn whether or not it is providing the proper information. This type of functionality can relieve agents from repeatedly asking basic questions and, instead, allow them to immediately assist the customer.

Currently, according to G2 Crowd reviewers, Salesforce Service Cloud falls behind its main competitors in the help desk space for all ticket and case management features. Per G2 Crowd user reviews, when compared to Desk.com, Freshdesk, and Zendesk, Salesforce Service Cloud is rated last in satisfaction for ticket collaboration, ticket creation user experience and ticket response user experience. However, with the implementation of Einstein, Salesforce may be able to make up ground on its competitors in these functionalities and improve overall user satisfaction for Service Cloud.

Help Desk-Related Feature Comparison by User Satisfaction
Ticket Collaboration
Salesforce
8.0
Desk.com
8.3
Freshdesk
8.9
Zendesk
8.8
Ticket Creation User Experience
Salesforce
8.2
Desk.com
8.6
Freshdesk
9.1
Zendesk
9.1
Ticket Response User Experience
Salesforce
8.1
Desk.com
8.6
Freshdesk
8.9
Zendesk
8.9

Note: All feature rating data comes from verified user reviews as of February 15, 2017.

It will be interesting to see if these advanced ticket routing and case management capabilities enhance user satisfaction for Salesforce Service Cloud. User sentiment may boil down to the performance of Einstein; if the AI is able to correctly indicate urgency and provide the proper information for customer service representatives, it could easily boost satisfaction. However, if the product is consistently incorrect with its analysis, users may continue to be disappointed with these features. Either way, Einstein will continue to appear across Salesforce’s Cloud products and help automate tasks for their users.