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Measure, Optimize, and Expand Capabilities
Track bot’s performance with out-of-the-box dashboard and analytics (and how it is effecting KPIs – deflection, average handle time, and more) Watch bots grow in sophistication and ability to deflect cases with more conversations over time.
Provide Relevant Information Quickly
As the volume of work is increasing for agents alongside customer expectations and reliance on digital channels, Salesforce Service Cloud with Bots, helps government organization provide relevant in formation, quickly. Simple, repetitive tasks need to be deflected or pre-qualified with artificial intelligence, like Einstein Bots, which enables agents to shift focus towards more complex, nuanced customer inquiries, thus reducing support costs.
Bot functionality can be based on general publicly available information such as a knowledge article or information that is specific to the citizen like their case status.
Here we have Paul the Bot who will help Tom, a citizen, find the information he needs without involving a customer service agent by presenting him with a menu of options to choose from.
Resolve Top Customer Issues Automatically
Bots are intelligent, meaning they can learn how to respond to customers appropriately and let agents do more complex work. Using Natural Language Processing, they can be trained to provide the correct information based on what the customer types in.
Here, Paul is providing the citizen with the ability to search the government organization’s knowledge base, reducing the need to search multiple websites to find what he are looking for. Paul presents FAQs and knowledge articles for common requests.
Deflect Common Cases
Sometimes service agents get busy. Chatbots can deflect common cases and agents can devote more time to complex issues that require creativity or teamwork.
Tom needs to schedule an appointment and first needs to locate nearby offices - with bots, he is able to self-serve.
Connect to the Business Process
When needed and users are securely authenticated - bots can utilize PII to make easy updates to data, schedule appointments, and provide customers with personal information.
Tom can utilize Paul the Bot to collect some of his personal information to get an interaction started for the citizen (like submit a grant application or schedule an appointment) - all without involving a service agent.
Streamline Processes
Bots can leverage your CRM data to answer questions and give citizens the modern experience they expect.
Tom recently applied for a grant with the agency and now wants to know the status of his application. Paul the bot can look at his record and provide the status noting that he is missing key documents and showing him where they can be submitted.
Reduce Calls and Chats
Connect bots to existing business process to automatically initiate or complete actions on agents’ behalf.
Tom can finalize an appointment with the agency - something he normally would have to call in for.
Collect & Qualify Customer Information
Sometimes people want to speak to an agent or can’t utilize the bot for what they need, but that doesn’t mean a bot can’t be useful. Bots can provide a seamless handoff to human agents when desired and save agents precious time on gathering qualifying information.
Tom can transfer to an agent anytime and before he does, he can rate the bot interaction - giving the agency key data to improve their bot going forward.
Create a Centralized View
When citizens are transferred to an agent, the agent has a full view of the citizens interaction with the bot, eliminating the need to spend time asking qualifying information and get a complete view of the citizen.
Deploy and Train Bots
Create bots declaratively with Bot Builder, train with existing customer service data, and enable inline bot feedback.
Measure, Optimize, and Expand Capabilities
Track bot’s performance with out-of-the-box dashboard and analytics (and how it is effecting KPIs – deflection, average handle time, and more) Watch bots grow in sophistication and ability to deflect cases with more conversations over time.
Provide Relevant Information Quickly
As the volume of work is increasing for agents alongside customer expectations and reliance on digital channels, Salesforce Service Cloud with Bots, helps government organization provide relevant in formation, quickly. Simple, repetitive tasks need to be deflected or pre-qualified with artificial intelligence, like Einstein Bots, which enables agents to shift focus towards more complex, nuanced customer inquiries, thus reducing support costs.
Bot functionality can be based on general publicly available information such as a knowledge article or information that is specific to the citizen like their case status.
Here we have Paul the Bot who will help Tom, a citizen, find the information he needs without involving a customer service agent by presenting him with a menu of options to choose from.
Resolve Top Customer Issues Automatically
Bots are intelligent, meaning they can learn how to respond to customers appropriately and let agents do more complex work. Using Natural Language Processing, they can be trained to provide the correct information based on what the customer types in.
Here, Paul is providing the citizen with the ability to search the government organization’s knowledge base, reducing the need to search multiple websites to find what he are looking for. Paul presents FAQs and knowledge articles for common requests.
Deflect Common Cases
Sometimes service agents get busy. Chatbots can deflect common cases and agents can devote more time to complex issues that require creativity or teamwork.
Tom needs to schedule an appointment and first needs to locate nearby offices - with bots, he is able to self-serve.
Connect to the Business Process
When needed and users are securely authenticated - bots can utilize PII to make easy updates to data, schedule appointments, and provide customers with personal information.
Tom can utilize Paul the Bot to collect some of his personal information to get an interaction started for the citizen (like submit a grant application or schedule an appointment) - all without involving a service agent.
Streamline Processes
Bots can leverage your CRM data to answer questions and give citizens the modern experience they expect.
Tom recently applied for a grant with the agency and now wants to know the status of his application. Paul the bot can look at his record and provide the status noting that he is missing key documents and showing him where they can be submitted.
Reduce Calls and Chats
Connect bots to existing business process to automatically initiate or complete actions on agents’ behalf.
Tom can finalize an appointment with the agency - something he normally would have to call in for.
Collect & Qualify Customer Information
Sometimes people want to speak to an agent or can’t utilize the bot for what they need, but that doesn’t mean a bot can’t be useful. Bots can provide a seamless handoff to human agents when desired and save agents precious time on gathering qualifying information.
Tom can transfer to an agent anytime and before he does, he can rate the bot interaction - giving the agency key data to improve their bot going forward.
Create a Centralized View
When citizens are transferred to an agent, the agent has a full view of the citizens interaction with the bot, eliminating the need to spend time asking qualifying information and get a complete view of the citizen.
Deploy and Train Bots
Create bots declaratively with Bot Builder, train with existing customer service data, and enable inline bot feedback.
Measure, Optimize, and Expand Capabilities
Track bot’s performance with out-of-the-box dashboard and analytics (and how it is effecting KPIs – deflection, average handle time, and more) Watch bots grow in sophistication and ability to deflect cases with more conversations over time.
