Good AI starts with data. Learn about our latest Data Cloud for service innovation and see a demo of how it can power your service business. Plus, hear how Formula 1 powers its fan experience.
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Is Your Customer Service Data Strategy Ready for AI?
, Senior Product Marketing Manager, Salesforce
, Senior CRM & Customer Operations Manager, Formula 1
, Senior Director, Product Management, Salesforce
Role: Service
Product: Agentforce Service
Session Level: Introductory
- Tuesday, Sep 129:00 AM - 9:40 AM PDT(4:00 PM - 4:40 PM GMT)Room 2000 (Moscone West, Level 2)
Session Summary by Einstein: In this Dreamforce session, Salesforce's Nausheen Najib and Noopur Bakshi, along with Matt Kemp from Formula One, discussed the importance of a robust customer service data strategy and the role of AI in enhancing it. They emphasized the need for a 360-degree view of the customer, which can only be achieved by integrating various data sources like engagement data, web data, purchase data, and case data. They introduced Data Cloud for service, a platform that connects and harmonizes customer data in real-time, enabling personalized service experiences at scale. They also highlighted the use of AI models to deliver real-time, AI-powered recommendations based on unified customer profiles. The session also included a demo of the product and a roadmap for future developments. The speakers concluded with a customer interview with Formula One, discussing their use of Salesforce's tools to improve fan experiences.
Key Takeaways by Einstein:
- • Salesforce's Data Cloud for service connects all customer data from any app or device, providing a 360-degree view of the customer and enabling personalized service experiences at scale.
- • Service Intelligence, a new solution built on Data Cloud, provides actionable insights and recommendations directly in Service Cloud, boosting operational performance metrics, agent productivity, and customer satisfaction.
- • Formula One leverages Salesforce's Data Cloud, Sales Cloud, Service Cloud, and Marketing Cloud to understand their fan base, personalize fan experiences, and drive commercial revenue, demonstrating the transformative power of data and AI in customer service.
From thought-provoking sessions to hands-on workshops, Dreamforce equips you with the tools and knowledge to succeed."
Nadina D. Lisbon
CRM Enterprise Architect
NetApp
