Einstein Case Predictions will be available in Salesforce Service Cloud as part of the new release.

Call centers aint what they used to be.

Thats because customers rely on an increasingly wide range of tools to connect with businesses, including social media, email, texting, and other messaging platforms. Today, enterprise technologygiant Salesforce is rolling out new artificial intelligence tools tokeep those communication channels running smoothly, and triagecustomer service requests as they come in.

Salesforce calls the technologyService Cloud Einstein, extending itsEinstein artificial intelligence initiative to its Service Cloud customer service platform. Its a collectionof tools that use machine learning to inform, guide and learn from the work of customer service agents and contact center managers.

Salesforce CEO Marc Benioff launched the largerEinstein project last year, promising to bring artificial intelligence to all of the companys products and services. Its part of a broader pushby the technology industry to develop new systems that learn from large amounts of data to guide and support human activities and decisions.

Using the Service Cloud Einstein tools, managers can see big-picture insights like which contact centers are resulting in the most customer satisfaction andwhether certain products are generating more inquiries than others. They can also funnel tickets to specific agents and centers, depending on demand and performance, based on suggestions from the system.

The software also provides information on each customer. If, for example, a customer has a history of reporting low satisfaction, the agent may take a different approach or prepare for a more difficult exchange. Einstein suggests a priority level, based on the customers history and the content of their request.The software learns how accurate its prediction was, based on whether the agent accepts or rejects the priority.

Salesforce is also launching a subscription-based app called Intelligent Field Service, which guidescustomer service agents who make house calls, helping them manage their appointments, organize tasks, and communicate with other members of their team.

The new Service Cloud technologiesare rolling out starting today,with some coming later in the year.

[Editors Note: Salesforce is a GeekWire annual sponsor.]

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Salesforce adds 'Einstein' artificial intelligence tools to its customer service platform - GeekWire