At Dreamforce, Salesforce.com Expands Voice across Its Portfolio: Service Cloud Voice, Einstein Call Coaching, and the Expansion of Einstein Voice Skills Are among the Innovations

By Klie, Leonard | CRM Magazine, January-February 2020 | Go to article overview

At Dreamforce, Salesforce.com Expands Voice across Its Portfolio: Service Cloud Voice, Einstein Call Coaching, and the Expansion of Einstein Voice Skills Are among the Innovations


Klie, Leonard, CRM Magazine


Salesforce.com has incorporated its Einstein Voice Assistant into its Customer 360 Platform, enabling millions of CRM users to talk to their Salesforce applications, the company announced at its Dreamforce user conference in San Francisco in mid-November.

Salesforce first introduced the Einstein Voice Assistant, allowing sales reps to talk to their Salesforce apps to perform routine CRM transactions, like creating or updating customer records, getting personalized daily briefings, or exploring dashboards, at Dreamforce 2018.

The voice innovations announced this year include Service Cloud Voice, Einstein Call Coaching, and the expansion of Einstein Voice Skills to help companies create custom voice apps across the Salesforce Customer 360 Platform.

The new solutions for service and sales teams apply natural language processing to voice conversations.

"Voice is a huge shift for the industry and will be as impactful in businesses as it's been in our homes," said Bret Taylor, president and chief product officer at Salesforce. "With Einstein, Salesforce is bringing the power of voice to every business, giving everyone an intelligent, trusted guide at work."

Service Cloud Voice, a highlight of Salesforce's new voice efforts, integrates telephony inside Service Cloud, unifying phone, digital channels, and CRM data in real time in one centralized console. Service Cloud Voice can also integrate with transcription services and serve up relevant, artificial intelligence-powered recommended responses, knowledge articles, and next best actions for service agents on voice calls.

With Service Cloud Voice, Service Cloud users can do the following:

* integrate telephony and route calls on a single platform;

* reduce data entry and call wrap-up time with automatic transcription capabilities;

* leverage AI-powered agent recommendations from Einstein AI; and

* empower supervisors with real-time omnichannel visibility into calls and digital conversations in real time, allowing them to monitor where calls are being routed, identify conversations that might require further assistance, and coach agents live or after the fact.

"Delivering great customer service consistently can be challenging for companies, especially when call volume is extremely high and queries are becoming increasingly complex," said Bill Patterson, executive vice president and general manager of Service Cloud. "These latest Service Cloud innovations will help companies meet these rising demands and empower phone agents to focus on the human side of service--solving difficult problems for customers and doing it with empathy."

Salesforce has also integrated the Amazon Connect cloud contact center suite with Salesforce Service Cloud. Now, when a phone call is routed to a service agent, it appears directly within the agent's workspace. In addition, Amazon Connect provides AI-powered speech analytics, using Amazon Transcribe, Amazon Translate, and Amazon Comprehend, to surface sentiment analysis, speech-to-text transcription, and translation into preferred languages directly to agents through Service Cloud Voice. …

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