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3 Ways AI Makes Service Frictionless and Fun
Strong relationships start with strong interactions. AI empowers fast and personalized end-to-end support. Hear how to set your team up for success and delight customers with intelligent experiences.
Important: This session is first come, first seated. You do not have a reserved seat.

, Chief Executive Advisor, Converge ICT Solutions, Inc.

, Chief Customer Officer, Simplyhealth Group

, Director Product Marketing, Salesforce

, Distinguished Solution Engineer, Salesforce

, Senior Manager, Process Transformation & Continuous Improvement, Wiley

, VP, Product Management, Salesforce

Role: Administrator, Service
Industry: Communications, Education, Healthcare and Life Sciences
Product: Agentforce Service, Einstein, Agentforce
Topic: Artificial Intelligence
Session Level: Intermediate
Session Type: Breakout
  • Tuesday, Sep 178:30 AM - 9:15 AM PDT
    (3:30 PM - 4:15 PM GMT)
    Moscone West, L3, Room 3018
  • Wednesday, Sep 1812:15 PM - 1:00 PM PDT
    (7:15 PM - 8:00 PM GMT)
    Moscone South, LL, Content Pavilion, Stage 5
Session Summary by Einstein: The Salesforce conference session provided insights into enhancing customer service through AI and automation, emphasizing the critical role of AI agents in delivering personalized, efficient, and satisfying customer experiences. With a focus on AI's potential to automate mundane tasks and empower agents, the session showcased how Salesforce products like Service Cloud, Data Cloud, and AI solutions such as Einstein AI can revolutionize service delivery. Demonstrations highlighted the integration of various Salesforce tools to streamline workflows, reduce agent workloads, and improve customer satisfaction, with statistics reflecting significant improvements in efficiency and case resolution metrics.
Key Takeaways by Einstein:

• AI agents play a pivotal role in managing customer interactions, allowing human agents to focus on more complex issues and creating opportunities for upselling and cross-selling.

• Salesforce's AI solutions, including Einstein AI, are designed to work seamlessly with existing workflows, providing agents with the necessary tools and data to offer personalized service and enhance customer experiences.

• Companies implementing Salesforce AI and automation have seen remarkable efficiency gains, such as a 40% increase in case resolution and saving agents over 90 hours per week.

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Merlinda Lu

Salesforce Developer, IBM