Salesforce Einstein Chatbots for IT Help Desk, Sales, Service, HR and other business areas.

Salesforce Einstein Chatbots take care of the end users requests for routine tasks so the real humans can have time to handle requests that require more human touch while servicing. Why leverage Salesforce Einstein Chatbots?

• Salesforce Einstein Chatbots deliver timely support and lighten tasks for employees and service reps so they can focus on other tasks.
• Performs many automation tasks like opening a case, case update, sending email, sending report, escalation, providing contract information etc.
• Salesforce Einstein Chatbots are capable of self learning and contextual chatting.
• Most importantly, Salesforce Einstein Chatbot is native to Salesforce so there is no need for integrations.
• Responds to complex questions that require information from sales, service, contract and other data in a matter of seconds.
• Salesforce Einstein Chatbots understand natural language and respond based on sentiment analysis.
• Increase in company’s productivity and profitability.
• Einstein Chatbot reduces the wait time, i.e., customers will no longer have to wait for the responses and their issues can be resolved in minimum time.

Use cases:

IT Help Desk

• Password Reset
• Create a new Case
• Update a case
• Provide Case Update
• Escalate a Case
• Install standard applications
• Provide how to help for standard IT related questions

Sales

• Provide Sales Analytics in conversational forms
• Create Sales Quotes
• Provide Product and Pricing Information
• Pass on a lead to LIVE agent as needed
• Answer questions on forecasting, pipeline specific enquires, sales commissions, client specific information

Service

• Image recognition based case routing
• Product, Service specific knowledge sharing
• Create a new Case
• Update a case
• Provide Case Update
• Escalate a Case
• Provide how to help for standard product/service related questions like license extension, payment receipt etc

User Adoption in Salesforce

User adoption is a huge challenge in any Salesforce implementation project. Although managers tend to actively use their CRM instance, sales people always find it restricting and time consuming. Thus, an architect should use some tactics to provide all tiers of end users a smooth and efficient experience on Salesforce.

Some tactics for a Salesforce architect to overcome adoption challenges may include:

1. Find the right stakeholder: When it comes to gathering scope requirements, choose the person who knows all about the business, knows what are the key problems in the workflow, has the ability to coordinate with you to find the right solutions, and has enough time to follow up, test, and train other users.
2. Identify Key Problems: Salesforce is the right platform to make the life of sales and marketing teams better. Thus, the best motive for end users to get acquainted with the CRM, is to show them how it can solve their problems.
3. Automate and Enhance: Whenever possible, try to automate any process. This helps users do their job faster!