See how First Advantage uses AI-powered solutions to deliver more efficient and tailored self-service. Learn why building a foundation today will help you exceed customer expectations for the future.
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3 Steps to Prepare Your Company for AI-Enhanced Self-Service
, VP, Global Customer Care Innovation, First Advantage
, Director, Product Management, Salesforce
, SVP, Global Customer Care, First Advantage
Role: IT, Service
Industry: Financial Services, Healthcare and Life Sciences
Product: Experience Cloud, Agentforce Service
Session Level: Introductory
Available Now on Salesforce+: Watch now
- Wednesday, Sep 139:00 AM - 9:20 AM PDT(4:00 PM - 4:20 PM GMT)Olympic Theater (Moscone West, Level 2)
Session Summary by Einstein: In the Dreamforce session "Three Steps to AI Enhanced Self Service," Mayte Zavaleta, Director of Product Manager for Self Service, discussed the transformative power of AI in the customer service industry. The session began with reflections on the current state of the customer service industry and the role of self-service. The discussion then moved on to the steps needed to maximize the benefits of AI in self-service operations. The session also featured Victor Sachs, SVP of Global Customer Care for First Advantage, and Delia Medina, VP of Global Customer Care Innovation for First Advantage, who shared their experiences with AI during their company's transformation. The session concluded with key takeaways on how to enhance self-service operations with AI, emphasizing the importance of a strong knowledge base, an authenticated portal, connected channels, and the integration of AI and automation.
Key Takeaways by Einstein:
- • AI is revolutionizing the customer service industry by providing fast, efficient, high-quality, and personalized service, with 73% of customers expecting businesses to understand their needs from the first interaction.
- • AI-enhanced self-service allows for predictive and proactive service, reducing case submissions and enabling self-account management, ultimately reducing high task efforts for end users.
- • Salesforce's AI-enhanced self-service aims to reduce costs by deflecting cases and improve customer experience through proactive engagement, leveraging data, CRM, and AI to scale through automation, personalize customer interactions, and create a connected support experience.
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Nadina D. Lisbon
CRM Enterprise Architect
NetApp
