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What are some routine issues a chatbot can resolve for you? It’s better to not have a chatbot than one that doesn’t help anyone or that provides a bad customer experience.īefore Maria clicks anything in Setup for chatbots, she meets with Ursa Major Solar’s service team to learn some details about how they operate. But creating a useful chatbot that actually helps customers requires some foresight and planning. However, she notices that a lot of planning goes into creating a useful chatbot.įrom what Maria’s read, almost anyone with a little computer experience can create a chatbot. And nobody wants that.Īfter poking around Salesforce documentation, Trailhead, and the Trailblazer Community, Maria is confident that she can set up chatbots for Ursa Major Solar. Having set up some case management features for Ursa Major Solar, Maria understands why it’s best if an admin doesn’t set up AI and bots first: If a chatbot can’t help a customer, which channel would the customer be redirected to for help, and who would receive the case to resolve? A customer or agent lost in an unclear case management or channels process makes for an unhappy customer and agent. Sita asks Maria to investigate the planning process for chatbots. As CEO, she sees chatbots supporting her vision of a new service model for her company: Customers can reach out to her team and receive immediate responses that build loyal relationships and drive future sales.
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When bots are connected to NLU technologies, they can learn how to respond to customers appropriately and let agents do more complex work.
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Since chatbots can deflect easy cases, agents can devote more time to complex issues that require creativity or teamwork.Įfficient redirects for customer inquiriesīots can instantly welcome customers with a branded greeting in a chat window and direct them to resources they need fast. Consequently, fewer cases get logged for support agents to resolve.Ĭustomers spend less time waiting “in the queue.” They get answers to common questions immediately in a chat window instead of waiting for an email, phone call, or response from another channel.
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But Maria understands that some of the weird and other worldly responses she’s received from bots may come from mediocre bot implementations or poorly trained NLU.Ĭhatbots can immediately answer specific questions for customers to make them happier. A bot doesn’t need NLU features to be a useful customer channel. Maria sees several potential benefits of chatbots like answering customers’ questions about order status or store hours and locations. Bots can answer the same straightforward questions over and over again, leaving customer service reps more time to help customers with more complex questions or problems. It’s the learning that leads to one of the major benefits of chatbots: automation.Īutomated responses and answers from NLU save people time and money. The learning model helps chatbots created with Salesforce understand customer interactions in a chat window. As Maria looks into AI and Salesforce, she sees that NLU is the technology that makes Salesforce Einstein, well, smart.Įinstein is an NLU technology that trains chatbots to create a learning model. Instead, she learns that most human-like responses from chatbots are connected to a technology called natural language processing (NLP) or natural language understanding (NLU). With all the chatbot hype she stumbled across, she thought all bots could nearly think and process words like people. So maybe bots aren’t so smart.Īs Maria digs deeper into her research, she discovers that chatbots don’t equal artificial intelligence (AI). Maria notices some chatbot responses are so off topic that she wonders if the bots are from another planet. “Denver International Airport opened in 1995.” “How much does a plane ticket to Denver cost?” “A Denver omelet has ham, cheese, peppers, and onions.” When typing questions, the answers she receives have nothing to do with her questions: Maria has also come across some not-so-smart chatbots. She can ask about the current weather in her hometown of Phoenix, or how much it costs to buy her cat’s favorite brand of catnip, and the answers always sound so intelligent. When Maria thinks about her personal assistant at home, she’s amazed at the voice-enabled conversations she has with it. From what Maria reads, they seem smarter than email or other communication options. Along with the now classic channels of phone, email, text message, and social media, chatbots present an option to connect with customers and build relationships.īut chatbots seem like a different kind of channel. As Maria finds examples of chatbots online, she sees how they’re simply an additional channel for a company to engage with customers.