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Home>Solutions>Salesforce Agent AI Coach 2.0
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Salesforce Agent AI Coach 2.0 Service Agent productivity AI-powered tool

4.6

(18 ratings)
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Salesforce Agent AI Coach 2.0

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Overview
Benefits
Features
Reviews
Overview
Benefits
Features
Reviews

Solution Overview

This all-in-one tool helps you become a more confident and effective agent, leading to:

  • Improved Customer Experiences: By understanding customer sentiment and focusing on areas for improvement, you can create more positive interactions and build stronger customer relationships.

  • Enhanced Case Resolution Rates: Gaining actionable insights into case handling helps you resolve cases faster and more efficiently.

  • Personalized Development: By leveraging the personalized coaching tips you continuously develop your skills and become a top performer.

Through analysis, Service Agent AI coach provides relevant feedback on how the case agent performs, identifies areas for improvement and shares overall customer sentiment through the case.

It serves as a virtual coach, assisting agents in resolving customer issues more effectively & efficiently.

Solution includes among others Analytics on Agent Performance and a dashboard for Supervisor.

Agent coach 1.0 is migrated from ChatGPT into Salesforce native Einstein GPT.

Customer problem

Customers using Salesforce Service Cloud can be faced with the following challenges:

  • High case volume load & repetitive tasks

  • Inefficient service wrap up summary process

  • Long customer wait time & resolution

  • Inconsistent responses or information provided by agents

  • Lack of personalization with customers

  • Inefficient time to monitor calls for agents each month

EPAM Solution

Using GenAI on Salesforce Service Cloud, allows enabling the following opportunities:

  • Lower Agent Turnover rate

  • Automate tasks to create consistency

  • Move service teams from cost to profit centers

  • Increase customer satisfaction

  • Enable efficient language translations

  • Automate call monitoring via AI

Salesforce Agent AI Coach
case summary
case summary language selection
translation case summary
case summary description
dashboard
service performance dashboard
Salesforce Agent AI Coach
case summary
case summary language selection
translation case summary
case summary description
dashboard
service performance dashboard

1/7

Benefits

Automation of quality control

Automate Service Agent’s performance review leveraging AI capabilities

Lower Agent Turnover rate

Reduced Service Agent’s attrition due to AI assistance with requests resolution

Performance & sentiment tracking for all cases

Ability to gain objective insights on the cases processing & Agent’s performance

Move service teams from cost to profit centers

Enable cross-service and up-sell within the same user request

Increase customer satisfaction

Better and faster requests processing

Enable efficient language translations

Immediate translation saving request processing time

Features

  • Salesforce Service Cloud features: the offering rests on such standard features as Cases, Voice Logs, Emails, Omni-channel with routig rules & language translation
  • Pre-defined template: the solution includes a library of pre-built templated and flows
  • Prompt choice: a user has the ability to choose a communication channel (voice, mail, message ...) for a prompt
  • Einstein GPT's Trust layer: the accelerator aligns with Einstein GPT's Trust layer from Salesforce for:
    • Secure Data Retrieval
    • Dynamic Grounding
    • Data Masking and Demasking
    • Prompt Defense
    • Toxicity Detection

Customer Ratings & Reviews

4.6

Based on 18 votes

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Questions & Answers

Which are the benefits of enabling Service Agent AI Coach 2.0?

  • Service Agent can launch on-demand to view real-time coaching
  • Managers and Leaders have immediate access to team results
  • Identifies areas of need and coaches on improvements
  • Reinforces learning
  • A way to reward improvement
  • Helps ensure confidence and continual improvement through coaching
  • Installs best practices until it becomes “muscle memory”
  • Proactively identifies areas that may require refresher training or re-engineering

Which are the risks of enabling Service Agent AI Coach 2.0?

  • Could be viewed as “invasive” by Support agents
  • Could be viewed as “punitive” by Support agents, especially if dashboards are created which point out individual low scores
  • Leaders and Managers may use the tool incorrectly, thus driving the wrong behaviors of their teams

How to enable correctly the roll-out of Service Agent AI Coach 2.0?

  • Train and coach managers and leaders how to leverage positively
  • Roll out the Coach appropriately emphasizing how to use it as a coaching tool
  • Communicate often to the Agents about the benefits of the Coach and how it will be used
  • Identify proper dashboards and reports that drive the right behavior Reward successes and improvements
  • Coach through areas needing growth

Have a question? We are ready to help you.

license type

Integrates with

Salesforce Service Cloud

Version

v.2.0

Updated on May 31, 2024

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