Salesforce Launches Analytics App ‘Service Intelligence’

Service Intelligence intends to improve agent productivity, cut costs, and enhance customer satisfaction

Salesforce Launches Analytics App 'Service Intelligence'
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Published: November 17, 2023

Kieran Devlin

Kieran Devlin

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.

Lastly, the Customer Effort Score will present an overarching view of how difficult the service experience has been for the customer. It will subsequently offer recommendations on how agents and managers can refine their approach to enhance customer satisfaction, with one example cited as handing an unhappy customer a discount.

To summarise, generally available today are pre-built service dashboards, Einstein Conversation Mining, and Tableau integration. Einstein Copilot for Service is anticipated to pilot next spring, while Einstein Studio for Propensity to Escalate and Customer Effort Score are planned for general availability around the same time.

What Has Salesforce Been Up To This Month?

Earlier this month, Salesforce responded to a White House Executive Order by establishing seven actions companies could take to build trust in AI.

On October 30, 2023, President Biden issued an executive order to set out new AI safety and security standards to protect the privacy of American citizens, consumers, and workers.

In response to the executive order, Salesforce issued AI guidance. The guidance included privacy protections, informing users when interacting with AI, using smaller models, updating policies, encouraging inclusivity, preventative measures, and introducing the necessary protections.

Two weeks ago, Salesforce’s Code Builder became available to all customers, allowing developers to personalise their Salesforce CRM experience with multiple valuable tools.

The tools inside the Code Builder’s web-based integrated development environment (IDE) include developer extensions – including Einstein for Developers – which transform natural language into code using generative AI. Salesforce says its Code Builder tools can enable developers, admins, and architects to improve creativity and productivity.

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