Salesforce live agent assist
To overcome the challenges faced by support agents, such as managing multiple customers, speed of resolution, unequipped with right tools, limited bandwidth, lack of context, and complex processes, you can enable Salesforce Agent Assist to utilize the following features:
- Chat summarizer: Improve agent productivity by leveraging Generative AI powered Inbox to summarize customer conversations.
- Intelligent search: AI powered search to solve and answer all your queries quickly and accurately, no matter where the information is.
- Live sentiments: Identify the customer's emotional state in real-time, which allows agents to tailor their responses accordingly.
- Live chat suggestions: Real-time suggestions for responses that can be sent to users to avoid errors and follow company protocols.
Salesforce agent assist features
Chat summariztion
Agents can improve their productivity by leveraging a Generative AI-powered Inbox to summarize customer conversations. They can quickly access summaries of past interactions instead of going through individual conversations to provide contextual customer support.
Supervisors can also benefit from this feature by obtaining a summary of customer interactions. The chat is automatically summarized each time the customer sends a reply/message. Click Download transcript to download the chat/summary.
Real-time reply suggestions
Agents can now receive real-time message suggestions to speed up customer response times. This feature helps agents avoid making errors by providing them with accurate information and suggested responses. As a result, it can help reduce the number of callbacks and escalations, while also improving the overall quality of customer service.
You can copy and paste the text and edit it before sending it to the customer, or you can send an auto-generated response.
Live sentiment analysis
Each response of the customer will be analyzed, and the sentiment will be displayed. Based on this input, you can modify your reply to suit the customer.
Knowledgebase search results (Help)
With all the input provided to the bot/app, you will have a help portal that will provide solutions to the query you type. From the knowledge base provided, answers are generated. This feature allows you to search for queries and get summarized answers along with reference links. It offers easy customizability to create a knowledge base in accordance with company branding.
You gain access to a self-serve library of internal documents, manuals, datasheets, and more for agents. This facilitates faster agent onboarding without increasing training costs, as well as suggesting relevant knowledge articles for agents.
Steps to enable Salesforce on yellow.ai
On the yellow.ai bot:
Open Integrations in the development environment of your existing bot, and select Add Account.
Enter your details to connect to salseforce live.
Create a flow to trigger agent support using the Raise ticket node for Salesforce Live Agent.
Salesforce agent screen
Upon accessing the Salesforce Live Chat page:
Click on Service console from the top right corner (home) to open the chat console.
Change your status (to Available) from the bottom left of the screen to indicate your availability to receive customer queries.
When a new chat is assigned, view it on the bottom left of the page along with previous chats. Click the tick next to the chat to accept it and be directed to the chat screen.
Agent assist with the latest AI features available on the right side of the screen.
Navigate through your chats from the top of the screen and click End chat to close the conversation.
