Learn practical steps and techniques to develop a bot strategy for your business. This will unlock increased effectiveness of your channels and generative bots.
Important: This session is first come, first seated. You do not have a reserved seat.
Role: Consultant, Architect, Service
Product: Agentforce Service, Einstein
Topic: Artificial Intelligence
Session Level: Intermediate
Session Summary by Einstein: During the insightful Salesforce conference session, the speaker, a member of the product team, shared their expertise on elevating customer experiences by utilizing Salesforce technologies to transition from basic bot interactions to more advanced, actionable bot engagements. The discussion focused on channel strategy, bot maturity progression from level one to level four, and the importance of a robust data strategy, underpinned by the use of Data Cloud and MuleSoft for seamless integration. The speaker emphasized that merely implementing Salesforce solutions does not guarantee success; instead, strategic application in tandem with a well-thought-out data infrastructure is crucial. The session also demonstrated the transition from regurgitating knowledge articles to bots capable of performing actions, such as scheduling or modifying orders, highlighting the potential for achieving significant deflection rates and customer satisfaction through advanced bot capabilities.
