Salesforce took a leap into artificial intelligence (AI) in 2016 when they announced Salesforce Einstein. Salesforce Einstein is not a single product; it’s a technology layer that’s woven into the Salesforce Lightning platform and various Salesforce cloud products – including Service Cloud.
Since Salesforce Einstein was first unveiled, there are now 60+ AI-driven products sold by Salesforce.
Out of these, eight fall under the Service Cloud umbrella:
- Einstein Bots (Bots Builder)
- Einstein Case Classification
- Einstein Case Wrap-Up
- Einstein Case Routing
- Einstein Article Recommendations
- Einstein Reply Recommendations
- Einstein Conversation Mining
- Service Analytics
Service Cloud Einstein Pricing
Service Cloud Einstein list price starts at $50 user/month. You must have Enterprise or Unlimited edition to be eligible to purchase Service Cloud Einstein.
As you read through the features, you will notice that some features are available with Performance and Unlimited edition, requiring a Digital Engagement license for customers using Enterprise edition.
1. Einstein Bots (Bots Builder)
If you started your research with a Google search on chatbots for Salesforce, no doubt you would have come across Einstein Bots. For any business that receives tons of the routine customer enquiries, bots are a lifesaver for service agent capacity, taking care of basic tasks or accessing certain information.
Einstein Bots can live on many channels, including SMS, Chat, Slack, Facebook Messenger, etc., and supports multilingual queries.
With the Einstein for Service feature, their sweet spot is customer service. As time goes on, Einstein Bots train themselves to provide answers to your customers’ most common questions.
The Summer ‘22 release treated us to a new Bots Builder, allowing you to choose a standard or an ‘enhanced’ bot.
Available in Salesforce Enterprise edition and above, with a Digital Engagement license. Note that each license provides only 25 bot conversations (per month).
2. Einstein Case Classification
Incoming Cases can be categorized with Einstein recommending, selecting, or saving field values based on behalf of agents, based on historical case data. Agents can see the auto-populated data in the “Case Classification” component within the Service Console.
Available in Salesforce Enterprise edition and above, with a Digital Engagement license. Note that each license provides only 25 bot conversations (per month).
3. Einstein Case Wrap-Up
Part of Einstein Case Classification, as chat agents complete cases, this feature will predict final field values based on your closed cases and chat transcripts. Agents can see the auto-populated data in the “Case Wrap-up” component within the Service Console.
Available in Salesforce Enterprise edition and above, with a Digital Engagement license. Note that each license provides only 25 bot conversations (per month).
4. Einstein Case Routing
Einstein Case Routing runs case assignment rules and has an “Attribute Setup” for skills-based routing rules.
Case Routing comes into action once Einstein Case Classification has done its job. Einstein Case Classification and Routing, combined ensure the right agent gets assigned to the correct Case based on their capabilities to solve the customer’s issue.
Available in Salesforce Performance and Unlimited editions. Enterprise edition requires a Digital Engagement license add-on.
5. Einstein Article Recommendations
Einstein Article Recommendations help agents to find Knowledge articles faster to answer a customer’s question.
If you have 100+ English knowledge articles and 1000+ closed cases, you already have everything that you need to build an AI model using a simple, three-step wizard. The model learns what Knowledge articles helped agents to solve cases in the past so it can recommend articles to help resolve new cases.
Available with Salesforce Enterprise edition and above.
6. Einstein Reply Recommendations
Einstein Reply Recommendations trains a predictive model using past Chat transcripts to identify common responses to customer inquiries in the Chat service channel. Once you have built the model, you can select, edit, and publish the replies that you want to make available to service agents.
Available with Salesforce Enterprise edition and above, with the Service Cloud Einstein add-on.
7. Einstein Conversation Mining
Uses Natural Language Processing (NLP) to identify the most common types of interactions with customers and recommend how to optimize their processes, self-service channels, and knowledge base.
Conversation Mining went into the pilot phase in the Winter ‘22 release, and has not been made generally available yet.
8. Service Analytics
Although Service Analytics doesn’t have Einstein in its feature name, it’s undoubtedly from the Einstein portfolio. Service Analytics is a type of Einstein Analytics Template; you create analytics apps from templates that display dashboards on desktop and mobile devices. Service managers can view historical and trending KPI data to visualise their contact centre performance. Service agents can view case and customer data to help them make faster and more informed decisions when resolving inquiries.
Service Analytics comes with pre-built dashboards and datasets that can be modified to suit your specific needs. Service Managers access the apps from Analytics Studio, and service agents use sidebar dashboards embedded in Salesforce pages to obtain information about their cases.