You may have encountered AI chatbots in your lifetime, for leisure or business. Chatbots are not a new concept. Their current surge in popularity reflects the demand of companies willing to adopt this technology.
The question arises: how do these AI-powered assistants translate into tangible business value? Why should organizations prioritize integrating chatbots into their operations?
In this article, we’ll explore the significance of Salesforce Einstein bots for businesses and various use cases across industries.
What’s a Chatbot in Salesforce?
In Salesforce, Einstein Bots are chatbot applications that engage in human-like conversations via text messages with customers. Besides chatbots, Salesforce Einstein AI boasts 50+ possible uses.
It’s housing invaluable customer data that sets the integration of Einstein Bots with your Salesforce CRM apart. This lets the bot grasp the context and intent behind each conversation, ensuring personalized and efficient interactions.
While the term “chatbot” often implies the usage of artificial intelligence (AI), not all bots have the flexibility to respond dynamically like humans. Generally, there are a few types of bots:
- Menu-based bots offer users a structured path through predefined options in the chat, which is convenient for tasks like password resets.
- Natural Language Processing (NLP) bots understand free text, allowing users greater control and efficiency by interpreting multiple inputs in one phrase.
- Hybrid bots combine both approaches, providing a better user experience with menus and conversational fluency with NLP.
However, those built with NLP or Natural Language Understanding (NLU) can interpret user inputs – referred to as utterances and provide relevant responses. These utterances collectively form an intent, reflecting various expressions of the same request.
Einstein employs NLU technology to train chatbots, enabling them to develop learning models. This is why Salesforce chatbots can comprehend and respond effectively to customer interactions, allowing for automation.
Salesforce Einstein Chatbot Features and Use Cases
Salesforce Einstein Bots are designed to provide customers with what they need without a human agent (or Salesforce user) involvement. Here’s what they can do just on the surface level:
- Answer questions with knowledge articles and FAQs
- Issue ticket creation and reporting
- Information management, like searching for records and providing updates on them
- Scheduling interactions, calls, etc
- Qualification of new leads, triage, and routing
- Customer identification and authentication
- Collecting feedback and inquiries
