Last week, Salesforce announced its new automated bots, which will be added to the Einstein AI platform, a leading customer relationship management system that admins and developers can use to build their own applications. According to Venture Beat, the new bots can include conversational AI for natural language interaction, and will be deployed on apps and websites to deliver customer service.
These bots, which are currently being piloted by companies like Hulu, will be on the market in 2018. Venture Beat says these bots’ capabilities include real-time mobile messaging aspects, can be built, trained and deployed in the Service Cloud desktop console, can be constructed using natural language processing, and can incorporate key visuals, such as menus and other buttons needed for a conversational experience with customers.
Another benefit the new bots offer businesses is more customer support; for example, with the bots, businesses will be able to authenticate customer identities in a conversation, and then deliver that information (such as password resets and completed transactions) to the corresponding customers in need. Venture Beat says businesses that have pre-existing customer interactions are ahead of the game – that data can be utilized to train the bots how to better understand those customers in future interactions.
“Once you start a partner with pre-trained intents and inferences, we can actually use those models to pick from your data all the examples — specific to your business, specific to your brand — and supervise training so you can actually have a bot up and running with your data in a couple of days or weeks, compared to months of training with some other solution,” Clement Tussiot, Salesforce director of product management, told Venture Beat.
Based on Venture Beat’s report, it sounds like decision makers don’t have to worry going 100 percent AI – it’s doesn’t all have to go to the machines. While the Einstein AI bots can serve their customers well, they can also switch over to manpower; they can be programmed to hand over communications to a human employee, especially if a bot isn’t confident in the accuracy of its responses to customers.
As a result, decision makers might consider investing in a CRM solution like the Einstein AI bots if they’re looking to balance bot/human interactions with customers and to speed up automation. These technologies continue to play a role in breaking barriers for companies looking to work more closely with AI, and build better relationships with their customers.