The new updates include features such as conversation mining and generative AI-driven survey summarization. Credit: Tada Images / Shutterstock Salesforce has announced new Contact Center updates to its Service Cloud — an offering targeted at bettering customer experience and boosting the productivity of service teams. The new updates to the Contact Center include features such as conversation mining and generative AI-driven survey summarization among other features. Dubbed Einstein Conversation Mining, one of the new features will allow an enterprise’s service team to aggregate and analyze conversation data, with the help of Data Cloud and Einstein, to decode the common reasons behind customers reaching out across all service touchpoints. Once the common reasons are identified via the new mining feature, enterprises can develop a knowledge article or train an Einstein Bot to handle the common requests, the company said in a statement. The recommendation feature of Einstein that suggests an article based on common reasons for customers reaching out will be in pilot in the summer of 2024 for interfaces across Facebook, Messenger, and WhatsApp. Separately, the main Einstein Conversation Mining feature for voice and messaging, including third-party apps, will be generally available in the summer of 2024. The generative AI-driven Survey Summarization feature, on the other hand, uses the Data Cloud and Einstein to identify trends. It can also be used to identify root causes of low customer satisfaction scores, the company said, adding that agents can then proactively follow up with customers, creating personalized communications that address the root causes, helping foster loyalty, and “transforming contact centers into revenue centers”. This feature, too, is expected to be made generally available in the summer of 2024. Further, Salesforce said it is introducing a new capability, already made generally available, that will allow enterprises to use Einstein to scan live conversations across multiple service channels, such as phone, WhatsApp, and Facebook, and then suggest the best knowledge articles to help agents solve cases faster and improve the customer experience. Einstein can automatically generate new knowledge articles based on data from customer conversations and these articles can be reviewed, edited, and posted to the internal knowledge base as a resource for other agents, it added. Partnership with AWS and Genesys In order to enhance the capabilities of its Contact Center, Salesforce has partnered with AWS and Genesys. While AWS will bring Amazon Connect Chat, Amazon Connect forecasting, capacity planning, and agent scheduling to Service Cloud, Genesys will help orchestrate personalized conversations across all channels while providing service leaders with workforce performance insights. The partnership with AWS is expected to help enterprises boost agents’ productivity and create more informed supervisors, Salesforce said. Related content brandpost Sponsored by PagerDuty Why today’s CIO needs to be “multi-lingual” By speaking the right language, CIOs can dismantle skepticism around emerging technology. This approach can expedite seamless automation and AI adoption. By Eric Johnson, CIO, PagerDuty May 15, 2024 5 mins Artificial Intelligence brandpost Sponsored by PagerDuty How can CIOs build an effective Generative AI strategy? 2023 was the year of Generative AI (GenAI). Businesses rapidly moved to adopt GenAI tools and LLMs, such as ChatGPT, Microsoft CoPilot, and Google Gemini. The consequence of this GenAI movement is that AI is now a top issue for CEOs, leading them to By Eric Johnson May 15, 2024 4 mins Artificial Intelligence brandpost Sponsored by PagerDuty The evolution of the CIO's role: From tactical ops to transformational leader Digital transformation is a perpetual process, the CIOs who embrace lasting innovation with high-level agility will be the most successful. By Eric Johnson May 15, 2024 4 mins IT Leadership brandpost Sponsored by PagerDuty 4 ways AI will change the ITOps landscape in 2024 With the addition of GenAI, digital operations will transform productivity, reshape architecture, and streamline workflows. By Tim Armandpour, Chief Technology Officer May 15, 2024 5 mins Artificial Intelligence PODCASTS VIDEOS RESOURCES EVENTS SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe