Introducing Service Cloud Einstein
Service Cloud Einstein is the customer service offering of the Einstein Platform. It consists of four core offerings:
- Einstein Bots, a complete framework for building and deploying bots across multiple channels while leveraging Salesforce's outstanding NLP capabilities
- Einstein Article Recommendations, a pre-built machine learning model that makes suggestions for relevant articles based on the text in a case and past case article attachments
- Einstein Reply Recommendations, another pre-built model that is applied on top of your historical chat transcripts to generate suggested replies based on the context of a chat conversation
- Einstein Case Classification, a model that is built on top of your case history and generates suggestions
As can be surmised from these features, the primary purpose of Service Cloud Einstein is to make your customer service agents more efficient and accurate. By deploying bots, you can free up...
