AI for Salesforce: How to make your business smarter

In today's article, I’d like to share a success story of a client that raised overall user satisfaction up to 11% while decreasing the number of customer service calls and emails up to 23% simply by implementing the Artificial Intelligence solution into their Salesforce ecosystem.

Normally, stories like these begin with a CHALLENGE

Our customer’s main goal was to increase their social media presence. They had already invested in Radian6 as a part of a Salesforce strategy to manage social mentions more consistently. Wise decision, indeed.

But now the client was faced with another challenge - being able to respond quickly to around 70,000 comments and inquiries per week across all of their social media channels.

That was when my team (@CodeSWAT) stepped in

After a thorough research of the customer’s Salesforce ecosystem and social media management processes, we designed the following plan:

We created specific rules to sort different types of client requests and transfer information from Radian6 to Salesforce.

The next step was to create a tool that could predict the appropriate answer along with a specific confidence rating for each incoming social media message. Answers above the confidence threshold were automated, while the rest were served as intelligent prompts to agents who could personalize the messages with more detail.

Classifying the source and content type of a post allowed our client the capability to produce detailed reports indicating the most frequently asked questions and highlighting any weak areas in the customer service process.

The implemented solution resulted in trivial case suppression reduction from 17 minutes to 5 minutes. Even more importantly, the client benefited from multi-channel consistency and knowledge centralization.

The sky is the limit!

This particular project caused us to think more about how Artificial Intelligence can speed up interactions with customers. Here’s one more example.

These girls love shopping! They follow their favorite brands on all social media outlets in order to stay up-to-date with the latest trends and to get news about discounts and new products.

These types of shoppers are gathered into a particular audience and form a certain client portrait. This audience is united by their particular interest, which is shopping.

Whenever this group makes a request in a social channel, it is analyzed by Artificial Intelligence (AI). If its’ confidence level is above 75% it holds a conversation.  As soon as the confidence level falls below 75% the request is sent to the Salesforce and LiveChat agent. The LiveChat agent gets the full history through the User Chat function and provides a real time response to the inquiry. As a result, these customers become more loyal to the brand because of the immediate attention received.

If you have any questions regarding what AI can do for your Salesforce ecosystem, feel free to contact me directly. I will gladly share my experience on how to benefit from AI in Salesforce!