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What Salesforce Einstein Chatbots can Do? Use Cases Overview for Every Industry
• Date: May 2024 •
Estimated reading time: 10 minutes
Estimated reading time: 10 minutes
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You may have encountered AI chatbots in your lifetime, for leisure or business. Chatbots are not a new concept. Their current surge in popularity reflects the demand of companies willing to adopt this technology.
The question arises: how do these AI-powered assistants translate into tangible business value? Why should organizations prioritize integrating chatbots into their operations?
In this article, we'll explore the significance of Salesforce Einstein bots for businesses and various use cases across industries.
Contents:
- What's a Chatbot in Salesforce?
- Salesforce Einstein Chatbot Features and Use Cases
- AI Chatbots in Salesforce for B2B and B2C
- Benefits of Chatbots in Salesforce
- How Can You Utilize Salesforce Einstein Bot for Your Industry?
- Good to know: Salesforce Copilot
- Einstein Bot License in Salesforce: Requirements
- Why Should You Consider a Salesforce Native Einstein Chatbot?
- FAQ: Einstein Chatbots in Salesforce
What's a Chatbot in Salesforce?
In Salesforce, Einstein Bots are chatbot applications that engage in human-like conversations via text messages with customers. Besides chatbots, Salesforce Einstein AI boasts 50+ possible uses.
It's housing invaluable customer data that sets the integration of Einstein Bots with your Salesforce CRM apart. This lets the bot grasp the context and intent behind each conversation, ensuring personalized and efficient interactions.
While the term "chatbot" often implies the usage of artificial intelligence (AI), not all bots have the flexibility to respond dynamically like humans. Generally, there are a few types of bots:
- Menu-based bots offer users a structured path through predefined options in the chat, which is convenient for tasks like password resets.
- Natural Language Processing (NLP) bots understand free text, allowing users greater control and efficiency by interpreting multiple inputs in one phrase.
- Hybrid bots combine both approaches, providing a better user experience with menus and conversational fluency with NLP.
However, those built with NLP or Natural Language Understanding (NLU) can interpret user inputs—referred to as utterances—and provide relevant responses. These utterances collectively form an intent, reflecting various expressions of the same request.
Einstein employs NLU technology to train chatbots, enabling them to develop learning models. This is why Salesforce chatbots can comprehend and respond effectively to customer interactions, allowing for automation.
Salesforce Einstein Chatbot Features
and Use Cases
Salesforce Einstein Bots are designed to provide customers with what they need without a human agent (or Salesforce user) involvement. Here's what they can do just on the surface level:
- Answer questions with knowledge articles and FAQs
- Issue ticket creation and reporting
- Information management, like searching for records and providing updates on them
- Scheduling interactions, calls, etc
- Qualification of new leads, triage, and routing
- Customer identification and authentication
- Collecting feedback and inquiries
Self-Service Statistics
AI Chatbots in Salesforce for B2B and B2C
In today's market, 80% of consumers expect chat agents and customer service representatives to assist with everything they need. Support has begun to blur with sales.
Thankfully, AI chatbots can be tailored to meet the specific needs of both B2C and B2B organizations. Let's break down common business cases:
- Customer support automation: Engaging with AI chatbots streamlines previous call-center operations, enabling customers to independently handle tasks like balance inquiries or appointment scheduling.
- Seamless enterprise system integration: Chatbots can seamlessly integrate with systems like inventory management or CRM platforms, facilitating faster access to information for sales teams or simplifying employee onboarding for HR departments.
- Personalized virtual assistance: Chatbots assist with daily tasks such as grocery orders or travel bookings. Platforms like Siri, Alexa, and Google Home leverage chatbots as virtual personal assistants, enhancing user productivity and convenience.
Suppose a customer compares two companies that provide similar services or products. One requires waiting for a human to respond to the call, and the other allows self-service using a chatbot. The customer will notice the difference in service availability, significantly influencing their decision.
Einstein AI Fosters Better Customer Relationships
Benefits of Chatbots in Salesforce
Today's customers demand instant, personalized service. A delay in response could lead to a negative perception of a company and prompt customers to seek alternatives elsewhere.
Less Waiting Time for Customers
Salesforce Einstein Bots swiftly address customer queries, minimizing wait times and decreasing support case volumes. They efficiently handle tasks such as checking return policies, locating the nearest store, scheduling appointments autonomously, updating existing records, and guiding users to relevant FAQs.
Additionally, Einstein bots can authenticate users for personalized interactions, enhancing efficiency and customer satisfaction across various touchpoints.
Better Support Team Resources Allocation
Salesforce Einstein Bots optimize resource allocation by handling straightforward cases. They can create follow-up cases, summarize customer problems for prioritization, and guide customers through menus or question trees to find relevant help.
Furthermore, bots gather necessary information, ask qualifying questions, and route cases to the appropriate agents, allowing the team to focus on complex issues requiring creativity and collaboration.
Immediate Records Updates
Einstein bots efficiently retrieve, create, and modify records, enabling tasks such as checking order details, adjusting account preferences, and updating login credentials like email and password. This real-time functionality enhances user experience and ensures accurate and up-to-date data within the Salesforce ecosystem.
Additional Marketing and Lead Generation
Salesforce Einstein Bots contribute to additional marketing efforts and lead generation by offering round-the-clock product pitches and generating robust leads through interactive questioning.
Organizations can effectively set customer expectations regarding the bot's non-human nature and ensure a consistent tone and messaging throughout the interaction. Bots provide a personalized experience by recommending products based on customer preferences while learning to respond appropriately.
Continuous Learning and Improvement
AI chatbots evolve with each interaction, leading to a deeper understanding of customer needs.
Businesses can use Einstein Bot Analytics features to quickly assess bot business value, KPIs, and analytics and fine-tune intents and customer understanding. This continuous improvement ensures bot performance aligns with critical business KPIs, driving efficiency and customer satisfaction.
With all this said, imagine a customer comparing companies that provide similar services or products. One requires waiting for a human to respond to the call, and the other allows self-service using a chatbot. Today's customers notice the difference, which significantly influences their decisions.
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of Pardot Implementation
Automate marketing processes, improve lead generation and qualification, unify sales and marketing teams
How Can You Utilize Salesforce Einstein Bot for Your Industry?
Einstein Bots offers extensive customization options. You can adapt them to suit your company's unique requirements and align them with industry standards. Here are a few examples of how our clients in various industries have personalized their use of Einstein Bots.
Healthcare & Life Sciences
Einstein bots offer the benefits of streamlining enrollment and management processes for patients, employees, and members.
Automation of routine processes such as prescription refills improves medication adherence and contributes to patient convenience. Furthermore, the bots assess eligibility for healthcare programs or benefits, guiding individuals through applications and ensuring access to necessary resources. Lastly, they assist patients in finding healthcare providers based on specific criteria.
It's important to note that Einstein Bots comply with the main healthcare sector regulations, ensuring that chat conversations meet HIPAA, SOC 2, and ISO standards. This adherence to regulatory requirements ensures the confidentiality and privacy of sensitive data.
Therefore, here are the main healthcare use cases:
- Enrollment and benefits management
- Scheduling and check-in for appointments
- Refilling prescriptions
- Assessing program/benefits eligibility
- Choosing healthcare providers
Fintech and Financial Services
Chatbots free up support agents in financial institutions by rerouting numerous customer calls to the Salesforce bot, resulting in substantial cost reductions.
With pre-built templates, chatbots can replace human agents on common inquiries like tax calculations and insurance upgrades. Additionally, chatbots manage multiple concurrent conversations on diverse topics such as loan statuses, product details, insurance renewals, claims, and technical support, freeing up frontline agents for other tasks.
Let's sum up the most sought for use cases:
- Billing and account management
- Claims management
- Insurance rate estimates quotes
- Credit card applications and replacements
- Contract Renewals and Upselling Opportunities
Media & Communications
The chatbots can be programmed to provide personalized recommendations based on user preferences, browsing history, and content consumption patterns. Einstein Bots can increase user engagement and retention on media platforms by offering tailored content suggestions like articles, videos, or podcasts.
Salesforce Einstein Bots can facilitate interactive experiences like quizzes, polls, or surveys to gather valuable audience feedback. You can utilize this data to refine content strategies, develop targeted marketing campaigns, and improve overall audience satisfaction. In the media industry, Einstein bots are not limited to:
- User verification and authentication
- Contract renewals and upgrades
- Availability of service packages
- Reporting service outages
- Troubleshooting assistance
- Technical support guidance
Retail & Consumer Goods
Your brand is expected to provide highly personalized service wherever and however your customers shop, whether they're buying online or complaining on chat.
For instance, Gucci's adoption of AI-powered chatbots has redefined customer service excellence in luxury fashion. By leveraging advanced AI capabilities and Einstein bots in particular, Gucci has successfully amplified its brand voice, enriched customer interactions, and streamlined service operations. With 4,000+ chats generated by chatbots, the support system easily scales to meet peak demands, resulting in a 30% increase in conversions.
In short, here's what Salesforce Einstein bots can do for your business:
- Updating and managing orders
- Managing contactless pickups
- Delivering personalized recommendations
- Handling returns
Learn how another premium class retailer, the wine app with over 68M users, streamlined sales workflows with Salesforce architecture optimization in our success story: Salesforce Managed Services for Vivino, World's Largest Wine Marketplace.
Energy & Utilities
Salesforce Einstein chat bot aims to improve engagement across various touchpoints, from the contact center to field service operations. By analyzing data on energy usage patterns, they can offer personalized Next Best Offers, encouraging energy-saving initiatives.
Moreover, Salesforce Einstein Bots streamline service activation processes, facilitating swift and hassle-free onboarding for new customers. In service outages, these bots are crucial in providing real-time updates and assistance to affected customers, minimizing disruptions, and maintaining trust.
Lastly, bots simplify billing processes and payment management, offering convenient solutions for customers to stay informed and up-to-date with their energy usage and payments.
- Suggesting relevant Next Best Offers
- Smooth interaction from contact center to field service
- Service activation procedures
- Handling service disruptions
- Management of billing updates & payments
Public Sector
Bots are vital in disseminating important public health information, such as vaccination schedules or health advisories. They can provide accurate information, answer queries related to health guidelines or services, and promote public awareness campaigns. Bots can also handle inquiries and requests regarding government services, such as permit applications or licensing.
For example, Salesforce Einstein bots was pivotal in Heathrow's digital transformation journey. By capturing interactions from various channels in real-time, Einstein chatbots empowered customers and staff to address queries efficiently, leading to a 450% increase in live chat usage since launch and a 27% reduction in average call handling time.
Here are a few things Einstein for service can do for your service agents in public sector organizations:
- Assessment and intake processing
- Management of eligibility and requests
- License and permit management
- Nonemergency assistance and alert
- Routing of information
Good to Know: Salesforce Copilot
Your sales reps and employees who use Salesforce can apply Einstein bot capabilities for customer-facing interactions and internal operations.
At Dreamforce 2023, Salesforce unveiled Einstein Copilot, which is seamlessly integrated into the side panel of any Salesforce application's user interface. This conversational AI assistant can provide multi-step action plans in the form of recommendations, allowing users to customize follow-up actions.
Many front-end and back-end features are now accessible via Einstein Copilot. For instance, salespeople can inquire about new accounts, customer service representatives seek return handling guidance, and product managers can explore custom storefront creation. Einstein Copilot retrieves relevant information for users, provided it has been trained to address the query.
Einstein Bot License in Salesforce: Requirements
Here's what you need to know to successfully implement and enable Einstein Chatbots in your Salesforce ecosystem:
- Available in Salesforce Classic and Lightning Experience
- Compatible with Enterprise, Performance, Unlimited, and Developer Editions
- It requires a Service Cloud license and a Live Agent license
- Each user with an active subscription receives 25 Einstein Bots conversations per month
- Enable Lightning Experience and run the chat-guided setup flow
- Enable Salesforce Knowledge if bots serve Knowledge articles
- Publish an Experience Cloud site or Salesforce site
- Provide an Embedded Chat button for customers on the community or site
- An additional 100 Einstein Bots conversations per month are available with a subscription
Chatbot Integration with Salesforce
Why Should You Consider a Salesforce Native Einstein Chatbot?
In summary, by integrating the Salesforce Einstein chat bots within your Salesforce ecosystem, you can leverage valuable customer, product, and knowledge data to enhance customer engagement. Moreover, you can streamline processes by creating records and triggering automation directly within Salesforce.
While Einstein Bots provide robust out-of-the-box solutions, they may not suit all budgets due to licensing costs. In such cases, exploring native solutions offered by third-party developers on the AppExchange can be a viable alternative. With a Salesforce chatbot, you can effortlessly provide customers with up-to-date information and streamline tasks like pricing inquiries or booking demos without requiring them to leave the chat interface.
If you're considering implementing Einstein chatbots or Einstein AI for your sales needs, don't hesitate to contact us for a free consultation.
FAQ: Einstein Chatbots in Salesforce
Salesforce Einstein Chat bot is an advanced artificial intelligence tool integrated into Salesforce platforms, designed to streamline customer interactions and support processes. It utilizes natural language processing to understand and respond to customer inquiries, providing personalized assistance and guidance in real time.
- Customer support: Handle inquiries efficiently and escalate complex issues to human agents as needed.
- Lead qualification: Qualify leads by asking relevant questions and route them to the appropriate sales representatives based on their responses.
- Appointment scheduling: Streamline the scheduling process by allowing customers to book appointments and capture necessary details seamlessly.
- Order management: Assist customers with order-related inquiries, track order status, and facilitate modifications or cancellations.
- Knowledge base access: Provide instant access to FAQs, knowledge articles, and support documentation to help customers find answers quickly.
- Surveys and feedback: Gather valuable insights and feedback from customers through interactive surveys, enabling organizations to make data-driven decisions.
- Training and onboarding: Support employees during onboarding processes by providing training materials, answering FAQs, and guiding them through company policies.
- Lead generation: Engage website visitors, capture leads, and nurture prospects by offering relevant resources or information, ultimately driving business growth.
Here's the step-by-step process:
- Navigate to Setup and enter "Einstein Bots" in the Quick Find box, then select Einstein Bots from the options.
- Toggle the switch to enable Einstein Bots.
- Accept the terms presented.
- Scroll down to "My Bots" and select "Create a New Bot."
- Select Standard Bots and the Intro Template, then follow the remaining steps in the setup wizard.
- Remember: If any errors occur, proceed to run the Chat-guided setup flow.
- Once the wizard is finished, access the Einstein Bot Builder. Click "Activate" to initiate a conversation with your bot.
- Don't forget to test the new feature in a designated Salesforce Einstein chatbots demo org.
Einstein in Salesforce refers to the suite of artificial intelligence (AI) capabilities integrated into various Salesforce products and services. It encompasses a range of AI-powered features designed to help businesses make smarter decisions, automate tasks, and enhance customer experiences.
In Salesforce, Einstein chat bot enhances customer service by automating interactions and providing round-the-clock assistance, leading to improved satisfaction. With its natural language processing capabilities, it delivers personalized responses tailored to individual needs. Additionally, Einstein Bot increases efficiency by handling routine tasks, freeing up human agents for more complex issues. Its scalability allows it to support growing demands without compromising quality. By collecting valuable data on interactions, it provides insights that inform decision-making and strategy.
Salesforce Einstein is primarily used by sales representatives, marketers, customer service agents, and business leaders within organizations across industries such as sales, marketing, customer service, to leverage artificial intelligence capabilities for smarter decision-making, automation, and enhanced customer experiences.
Einstein Send Time Optimization employs machine learning and analyzes 90 days of engagement data to identify the optimal time to send an email message to individual contacts within the next 24 hours.
To close a Salesforce bots conversation for an inactive customer, you can implement various strategies, such as setting a timeout period for inactivity, prompting the consumer to confirm their continued engagement, or providing an option for the consumer to end the conversation manually. This ensures that resources are efficiently allocated and that the bot session is terminated appropriately when the consumer is no longer active.
Some of the leading chatbots for sales are Salesforce Einstein Bot, Drift, Intercom, HubSpot, Zendesk Chat, and LivePerson. These chatbots are equipped with advanced AI capabilities to engage prospects, qualify leads, and drive sales conversions effectively. They enable sales teams to automate lead generation, provide personalized support, and guide prospects through the sales funnel with tailored messaging and proactive outreach. With features like real-time conversation tracking, lead scoring, and integration with CRM systems, these chatbots empower sales teams to deliver exceptional customer experiences and achieve their revenue goals.
Twistellar's team has carried out a number of industry-focused Salesforce implementations with Einstein AI, and we are always open
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