Salesforce Agent AI Coach 2.0 Service Agent productivity AI-powered tool
Salesforce Agent AI Coach 2.0
Solution Overview
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Customer problem
Customers using Salesforce Service Cloud can be faced with the following challenges:
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High case volume load & repetitive tasks
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Inefficient service wrap up summary process
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Long customer wait time & resolution
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Inconsistent responses or information provided by agents
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Lack of personalization with customers
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Inefficient time to monitor calls for agents each month
EPAM Solution
Using GenAI on Salesforce Service Cloud, allows enabling the following opportunities:
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Lower Agent Turnover rate
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Automate tasks to create consistency
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Move service teams from cost to profit centers
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Increase customer satisfaction
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Enable efficient language translations
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Automate call monitoring via AI
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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
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.
type
license type
categories
Integrates with
Salesforce Service Cloud
Version
Updated on May 31, 2024
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