At Dreamforce, Salesforce rolled out a set of Einstein Voice capabilities which will be launching in the coming months. New services include Einstein Call Coaching for sales, Service Cloud Voice, and Einstein Voice Skills for developers and Salesforce admins.
Service Cloud Voice provides an integrated console which unifies, phone, digital channels and CRM data in real-time. The service also performs real-time voice-to-text transcription allowing Einstein to offer recommended responses, support content, and next best actions. Service Cloud Voice will enter its pilot phase in February with a June GA date.
“Voice is a huge shift for the industry and will be as impactful in businesses as it’s been in our homes. With Einstein, Salesforce is bringing the power of voice to every business, giving everyone an intelligent, trusted guide at work.”Salesforce Chief Product Officer Bret Taylor
During an insurance claims call, for example, Einstein would recognize the nature of the claim and pull up the policyholder’s coverage specific to the claim, delivering a faster and superior customer experience. Next best actions such as additional riders or cross-selling opportunities are presented to the rep. During its beta, State Farm closed cases 31% faster.
80% of consumers stated that speed is the most important element in delivering an “amazing customer experience.”
Finally, the call notes are automatically transcribed for the rep, allowing him or her to quickly move on to the next support call.
“Einstein is specifically designed for simplicity. It’s designed for Salesforce Admins or Developers to be able to set up for a Salesforce user to be able to understand, and, as a result, folks that use Einstein get real results,” said VP of Einstein Products Marco Casalaina. “So, how can you become successful with Einstein? It all starts with a question. You need to formulate a question that makes sense for your business.”
Questions could be which opportunities will convert, which customers will drop, will a researcher engage with my email, or will the customer buy this item?
Einstein Voice Skills will be in beta in February with a 2021 general availability. Voice Skills will allow admins and developers to deploy custom voice apps across the Salesforce Customer 360 Platform. For example, a technician can call up a customer’s service history while en route.
“Each app is purpose-built for the specific needs and processes of each role. Plus, admins can also control how the information will be read back to the user, including the ability to offer next steps or follow-up tasks within the response, and which channels and devices that the skill is accessible on, such [as] smart speakers or phones,” said Salesforce.