IBM Watson & Salesforce Einstein
A contact center’s ability to serve both its employees and customers is tied to the platform and technology on which it is built. When integrated into a broader platform, the contact center can leverage data from every customer interaction, ranging from websites and points of sale to previous service calls, to build a comprehensive understanding of each customer. Based on your company’s objectives and business goals, it’s critical to choose a platform that can keep up with the speed and dynamic scale of your organization’s growth, while also adapting to changing demand without disrupting current processes.
IBM and Salesforce have a strategic partnership committed to delivering on the AI promise of faster and smarter decision-making. With IBM Services, clients can rapidly deploy the combined IBM Watson and Salesforce capabilities. Together, they deliver unprecedented intelligence across industries, to help service teams connect to their customers in new and valuable ways.
IBM’s commitment to the Salesforce ecosystem helps contact centers of any size and industry create positive experiences on Salesforce Service Cloud that customers won’t forget, and agents won’t want to work without. For organizations with a mobile workforce, Field Service Lightning gives service organizations real-time visibility into how and where service technicians are assigned and gives these field technicians access to a 360-degree customer view and case context to quickly resolve service issues on the go. Community Cloud enables businesses to provide more personalized service to their customers. By empowering customers to solve their own routine issues via self-service, businesses are experiencing faster case resolution, reduced case volume, and higher customer satisfaction.
AI enables you to support your customers wherever they are, identify knowledge gaps, and automatically route cases to an available agent who can help resolve an issue.
Watson uses advanced AI capabilities with embedded machine learning to understand, analyze, and contextualize documents, files, cases, and more from diverse sources outside of Salesforce.
Einstein helps you discover insights and patterns in your data, predict business outcomes, get recommendations in context, and automate tasks.
Watson knows your business:
Unique company policies
How to surface insights from previous customer cases
The application of industry-specific information
How to connect data in multi-org environments
Information in multiple languages
Nuanced tone and sentiment of customers and their reviews
How to extract relevant insights from thousands of news articles
Einstein knows your customer:
The best product to sell, up-sell, and cross-sell
Service case predictions
How well a marketing email will perform
The lifetime value of every customer
Which customers are most likely to churn
Which leads and opportunities are most likely to convert
The sentiment and intent in text
Examples of the Watson & Einstein AI Partnership at Work
Here are a few examples of how Watson and Einstein can translate insight
into action for your business.
IBM Watson:
Case Prioritization
Watson prioritizes cases based on topic and sentiment, so agents know which ones need attention first.
Question Assistance
Watson provides faster responses to customers’ questions.
Chatbots and Omnichannel Support
Utilize self-service and multiple touchpoints through chatbots, live chat, social channels, and more to lend support anywhere, anytime.
Cognitive Routing and Assignment
Watson classifies by issue and level of difficulty. Cases are automatically routed to an appropriate and available employee.
Support Search with Watson
Watson Discovery enables agents to search first to solve an issue before even opening a case.
Salesforce Einstein:
Einstein Discovery
Boost productivity and discover relevant patterns in all your data, whether it lives in Salesforce or outside.
Einstein Bots
Easily build, train, and deploy custom bots on digital channels that are connected to CRM data.
Einstein Case Management
Route and escalate cases automatically.
Einstein Next Best Action
Define recommendations, create action strategies, integrate predictive models, and more.
Einstein Mobile Service
Optimize Field Service scheduling with advanced mobile app.
How IBM Resolves Customer Cases 35% Faster with IBM Watson
IBM is using Salesforce Service Cloud with IBM Watson Services to scale personalized customer service across 170 countries and over 22,000 agents with a single view of the customer. Watson instantly surfaces answers to complex questions for live agents to solve customer problems faster than ever before and assists with case routing and prioritization.
11% cases deflected with IBM Watson in 2018
2M+ support cases assisted by IBM Watson each year
Up to 45 min saved daily