{"id":207662,"date":"2017-02-13T18:28:14","date_gmt":"2017-02-13T23:28:14","guid":{"rendered":"http:\/\/www.euvolution.com\/futurist-transhuman-news-blog\/uncategorized\/salesforce-brings-einstein-ai-to-service-cloud-zdnet.php"},"modified":"2022-05-12T19:16:24","modified_gmt":"2022-05-12T23:16:24","slug":"salesforce-brings-einstein-ai-to-service-cloud-zdnet","status":"publish","type":"post","link":"https:\/\/www.euvolution.com\/futurist-transhuman-news-blog\/artificial-intelligence\/salesforce-brings-einstein-ai-to-service-cloud-zdnet.php","title":{"rendered":"Salesforce brings Einstein AI to Service Cloud &#8211; ZDNet"},"content":{"rendered":"<p><p>    Einstein Case Management. Via    Salesforce.  <\/p>\n<p>    Salesforce is giving its Service Cloud customer service    platform the Einstein AI treatment.  <\/p>\n<p>    The CRM giant on Monday rolled out Service Cloud Einstein, a    souped up version of its customer service cloud designed to    make work more intuitive for customer service agents and their    managers. Of course, Einstein is Salesforce's artificial    intelligence effort released during the company's Dreamforce    conference last year.  <\/p>\n<p>    For the customer service agent, Service Cloud Einstein helps    optimize how calls are routed via a new feature called Einstein    Case Management. Using machine learning, cases are    automatically escalated and classified as they come in, and    relevant information for case resolution is automatically    surfaced. It also ensures that high priority cases are pushed    through more quickly and to the best equipped agent.  <\/p>\n<p>    The platform also works to automate much of the initial    information gathering, mostly via chatbots, so agents are    prepared with background information before they interact with    the customer.  <\/p>\n<p>    The second component of Service Cloud Einstein is for the    customer service supervisor. Aptly named Einstein Supervisor,    the platform uses a mix of AI-powered analytics (from the    Analytics Cloud's Service Wave analytics app), real-time    insights and smart data discovery to give managers a better    sense of agent availability, queues and wait times.  <\/p>\n<p>    \"Customers today expect and demand great service experiences,\"    said Adam Blitzer, EVP and GM for Service and Sales Clouds at    Salesforce. \"Service Cloud Einstein empowers companies to    transform any customer service interaction into a smart    conversation that drives brand loyalty and creates customers    for life.\"  <\/p>\n<p>    Einstein Supervisor is generally available today, but Einstein    Case Management won't be available until a pilot period later    this year.  <\/p>\n<p>    SEE ALSO:  <\/p>\n<p><!-- Auto Generated --><\/p>\n<p>See the article here:<\/p>\n<p><a target=\"_blank\" rel=\"nofollow noopener\" href=\"http:\/\/www.zdnet.com\/article\/salesforce-brings-einstein-ai-to-service-cloud\/\" title=\"Salesforce brings Einstein AI to Service Cloud - ZDNet\">Salesforce brings Einstein AI to Service Cloud - ZDNet<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p> Einstein Case Management. Via Salesforce. Salesforce is giving its Service Cloud customer service platform the Einstein AI treatment <a href=\"https:\/\/www.euvolution.com\/futurist-transhuman-news-blog\/artificial-intelligence\/salesforce-brings-einstein-ai-to-service-cloud-zdnet.php\">Continue reading <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"limit_modified_date":"","last_modified_date":"","_lmt_disableupdate":"","_lmt_disable":"","footnotes":""},"categories":[13],"tags":[],"class_list":["post-207662","post","type-post","status-publish","format-standard","hentry","category-artificial-intelligence"],"modified_by":"Danzig","_links":{"self":[{"href":"https:\/\/www.euvolution.com\/futurist-transhuman-news-blog\/wp-json\/wp\/v2\/posts\/207662"}],"collection":[{"href":"https:\/\/www.euvolution.com\/futurist-transhuman-news-blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.euvolution.com\/futurist-transhuman-news-blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.euvolution.com\/futurist-transhuman-news-blog\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.euvolution.com\/futurist-transhuman-news-blog\/wp-json\/wp\/v2\/comments?post=207662"}],"version-history":[{"count":0,"href":"https:\/\/www.euvolution.com\/futurist-transhuman-news-blog\/wp-json\/wp\/v2\/posts\/207662\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.euvolution.com\/futurist-transhuman-news-blog\/wp-json\/wp\/v2\/media?parent=207662"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.euvolution.com\/futurist-transhuman-news-blog\/wp-json\/wp\/v2\/categories?post=207662"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.euvolution.com\/futurist-transhuman-news-blog\/wp-json\/wp\/v2\/tags?post=207662"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}