![]() ![]() For example, if a customer talks with a chatbot and asks for movie recommendations, the chatbot can remember which movie the customer saw and follow up with it later when providing a recommendation for a restaurant or another movie. Depending on the situation, many chatbots can learn from what a customer says to personalize the interaction and build off previous interaction. A person can type or ask a question and the chatbot responds with the right information. More and more businesses are now looking into chatbot as a practical channel to provide instant service to their customers. With the recent rise of Artificial Intelligence, chatbots have become a lot smarter and they understand customers more accurately than a bot could ten years ago. A chatBot, in general, is a service that is powered by predefined business rules, scripts and artificial intelligence thru a conversational interface. However, new developments in technology have opened doors to a faster, easier solution: chatbots. Even with upgrades and best practices in customer experience, there isn’t much that can be done to improve the situation because in most cases the agent is looking through multiple CRMs and is limited by the speed of the programs they can access. ![]() What Is A Chatbot, And Why Is It Important For Modern Day Customer Experience?Īnyone who has ever tried to contact a company through a representative at a call center knows how slow and frustrating the process can be. Lets have a closer look at Einstein Bot FrameWork. Businesses can utilize Einstein Bots to create and deploy customized service chatbots using natural language processing and Interactive Voice Response (IVR) that can deal with a range of routine customer issues to free up their customer support representatives all being developed without code i.e with just a few clicks. In case the customer does need attention from an actual agent, the bot can smoothly transfer the customer to an available agent without loosing the entire chat history. Salesforce customers, get ready to welcome the newest member to your workforce, your friendly Einstein Bot! It greets your customers, answers their questions, and it can even dip into your fulfillment system and retrieve the customer’s order status or even integrate with some external systems. It’s one year later, and they had some exciting new AI innovations to share! Just like last year, Einstein was everywhere at Dreamforce this year and all the buzz was created by the recently announced chatbot Builder capabilities. Please refer to some of the past chatbot projects I did on Salesforce platform with external Bot Frameworks in the following blog post.Ĭreate Smarter Bot Enabled Apps with AgilePoint NX – Part 2Īt Dreamforce ’16, Salesforce launched Salesforce Einstein – Artificial Intelligence (AI) embedded in the Salesforce Platform. This was very exciting work as well as an enriching experience but I always aspired to create something which is native to Salesforce and not dependent on other platforms like Microsoft Bot Framework, IBM Watson etc. ![]() I’ve been putting some of these technologies together and building solutions around Salesforce. Today I want to focus on Einstein Bots and before getting into the nitty gritty I’d like to say that for the past year I’ve been spending a lot of my time on the Bot technologies as well as I have been playing with Natural Language Processing platforms like LUIS and Interactive Voice Response (IVR) platforms like Alexa and Cortana.
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