Discover how Salesforce Einstein Bots can help agents save time and focus on resolving complex issues. How to improve customer experience thanks to Salesforce Einstein Bots, a powerful tool that uses Artificial Intelligence (AI) to interact with customers quickly and accurately.
Our Client is a global leader in connected audio car technology, lifestyle audio innovations, design and analytics, cloud services and IoT solutions. The organisation hires 30 thousand employees in 30 countries.
The challenge faced by the company operating both on the B2B and B2C markets is a significant volume of cases and questions from customers coming daily. The company also wanted to optimise customer care processes and costs.
Craftware implemented 23 business flows using Einstein Bots, considering legislative differences and local market consumer habits.
The new Einstein Bots implementation allows for detailed reporting of the customer’s behaviour in the chat. This way, management can monitor exact deflection rates over time and track the ROI of the project.
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Salesforce platform
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Einstein Bots
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Lightning Web Components
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Automation
- Thanks to introducing Einstein Bots as a new self-service channel for customers, agents receive fewer support tickets and gain more time for more complex tasks.
- In addition, bots address around 10% of all cases, whereas bots entirely solve 40% of them.
- Einstein Bots are easy to maintain.
- Business users can make minor modifications independently without the provider’s support.
The solution was implemented in 13 countries:
- USA, United Kingdom, France, Germany, Netherlands, Japan, India, Brazil, Australia, New Zealand, Singapore, Malaysia and the Philippines
