babelforce has introduced a new Salesforce application with automation features, which it claims can automate 90 percent of customer service tasks, including voice interactions.
The app, ‘babelConnect for Salesforce’ integrates babelforce’s contact center with Salesforce, layering additional functionalities on top of the CRM, each designed to improve customer relationships.
Much of these also revolve around automation, which – as per babelforce – is the key to unlocking superior customer experiences.
Pierce Buckley, babelforce CEO and Co-founder, reaffirmed this idea:
If there are two coffee shops on your commute, you’re going to choose the one with the barista who remembers your name and order. It works the same way when your customers call you.
According to babelforce, businesses are snapping up “anything and everything AI”, but it needs to be specifically serving a customer need, particularly in the customer service industry.
At the same time, there is a growing trend for investing in specialized CRM systems.
Indeed, a CRM software market report by Gartner found that demand has increased for industry-specific functionality that can be integrated into CRM solutions.
babelConnect for Salesforce provides customers with exactly this specialization, enabling agents to access telephony and voice automation capabilities from within the Salesforce CRM.
The app works by reading information from the CRM and then using it to power call routing automations and VoiceBot AI call handling, tailored to specific customer requirements.
Moreover, it uses Salesforce data to deliver more personalized service, rather than using a large language model (LLM), which would lead to more generic recommendations.
Take customer recognition, for example. An automated voice channel could identify customers – if connected to the CRM – and then route them to an agent they’ll likely have rapport with.
babelConnect has this capability and, after transferring the call, it will display the relevant Salesforce data to the agent so that they can speak to the customer in a more personalised way and have access to a more comprehensive overview with which to help the customer.
An advanced call flow builder adds further personalization by interacting with its Salesforce counterpart.
By using this toolset, babelforce says that contact centers built on Salesforce have more freedom to design their customer experiences.
Reflecting on its integration with Salesforce, Buckley said:
With everything Salesforce does bringing data together for sales and service teams, and everything we do on the CX automation side, this integration was a no-brainer for us. A really exciting milestone.
Elsewhere, Buckley recently called upon contact centers to re-evaluate their IVR and ID&V processes, with huge savings at stake.
