Salesforce Adds Einstein to Service Cloud today launched Service Cloud Einstein, an intelligent customer service platform connected to CRM data across sales, commerce, marketing, and more.

Service Cloud Einstein fully integrates with Salesforce Customer Success Platform and gives employees at multiple levels access to insights that could aid the resolution of service issues faster and more efficiently while personalizing the customer experience.

"Our customers have asked us how we can make them more intelligent about the way they run their businesses," says Bobby Amezaga, senior director of product marketing for Salesforce Service Cloud. "We can say with 100 percent certainty that by giving them access to info about how agents are performing and customers are outcomes will be improved."

Einstein Service cloud components include Einstein Supervisor, which combines real-time operational insights with smart data discovery, like agent availability, queues, and wait times, to enable managers to take smarter actions. Traditionally, this data is generated after the fact through a lengthy report process that then requires human analysis.

Einstein Supervisor can also predict customer satisfaction and make specific recommendations to improve the customer experience. Einstein Case management automatically gathers relevant information using machine learning to resolve issues, even while high-priority cases are identified and routed to the best agent for the call.

"Our clients are engaging with their customers on every communication channel, including messaging, and a supervisor or team lead or anyone who manages customer service reps are often looking at queues and inbound requests, work in progress, and trying to figure out where to throw people to solve problems to the best of of their ability," says Michael Ramsey, senior vice president of Service Cloud product management. "What we are doing with Einstein Supervisor is the number crunching for them and automatically slicing the data and giving insights using natural language."

"The purpose of using AI for these process is not to replace the supervisors' or agents' work but augment it to make them smarter so they can make short- and long-term actions that everyone will benefit from," Amezaga adds.>

For employees in the field, Intelligent Mobile Service keeps mobile employees connected with an app powered by advanced algorithms. The app is fully available both on and offline—key for service employees who could be working in remote areas that might not have cellular coverage.

The long-term goal for Einstein Service Cloud's AI capabilities is to inform longer-term processes across other dimensions of a company's business functions, including research and development and marketing, Ramsey says.

Related Articles

Vidyard is leveraging the Salesforce Service Cloud to foray into the customer service space with Vidyard for Support, a solution that enables customer support teams to resolve customer issues using video content.

Posted October 27, 2017

The upgrades aim to boost productivity and mobility for customer service teams of all sizes.

Posted July 27, 2017

Deeper integrations between the vendors' contact center solutions aim to help agents improve customer experience.

Posted February 16, 2017

We live in an era where messaging programs have overtaken phone calls for personal interactions, so why shouldn't companies be able to interact with their customers the same way? This question was the impetus for LiveMessage, announced today by as a new addition to its Service Cloud. LiveMessage allows companies to engage with customers using the messaging platform of their choice, including SMS, text, and Facebook Messenger.

Posted December 13, 2016 today released Salesforce Einstein, which brings artificial intelligence to its CRM offerings, enhancing areas such as customer service, sales, marketing, and commerce and providing more predictive and personalized customer experiences. (Featured on

Posted September 21, 2016