AredesignedContactSupportexperiencethatusesEinsteinAItoroutecustomerstotherightchannel.
SalesforceHelpreplacedawallofsupportoptionswithaconversationalinterface:describingyourissueroutesyoudirectlytothebestchannelforyoursituation.Nomenus,noguessing,nodefaultingtotheslowestpath.
Challenge
Stopmakingcustomersguesshowtogethelp.
Salesforceofferedeverysupportchannelacustomercouldwant,andthatwastheproblem.LandingontheContactSupportpagemeantawallofoptionswithnosignalofwhichfittheissue,whichwereavailableonyourplan,orwhichwouldbefastest.Customersdefaultedtoopeningacase,oftentheslowestpath,evenwhenchatwouldhaveresolvedtheminminutes.
Approach
Thepageaskedcustomerstomakeadecisiontheyhadnoinformationtomake.
Synthesizinginternaldashboards,supporttickets,interviews,anda90-plusresponsesurveypointedtoonerootcause:thepageaskedcustomerstomakearoutingdecisiontheyhadnoinformationtomake.Oneconstraintshapedeverythingafter:surfacingpaid-plandetailsmid-supportreadasupselling.Ireframedthegoal:takethedecisionoffthecustomerandmakethesystemresponsibleforrouting,withouteverfeelinglikeasalesfunnel.
Solution
Describetheissue.Einsteinfindstherightchannel.
Insteadofamenu,thecustomerdescribestheirissueintheirownwords.EinsteinAImatchesthepromptagainsttheirhistoryinrealtime,narrowstheproblemwithtopicrecommendations,andsurfacesthesinglebestchannelfortheirsituation.Eachstepkillsaspecificfailure:thepromptreplacesthewallofchoices,history-awareroutingpullsvolumeoffcasesubmission,andpersonalizationsurfacesfasterpathsthatwereinvisiblebefore.
Outcome
12%moreresolutions.CSAT4.0.AIsupportasasustaineddirection.
Caseresolutionsrose12%witha4.0case-submissionCSAT.Guidedrecommendationprovedmeasurablyfasterthanmanualsearching,andtheworkhelpedestablishAI-assistedsupportasadirectionSalesforcekeptinvestingin.
TLDR
Thequickversion.
Salesforce'sContactSupportpageofferedeverychannelacustomercouldwant,andthatwastheproblem.Researchacrossdashboards,tickets,interviews,anda90-plusresponsesurveypointedtoonerootcause:customerswereaskedtomakearoutingdecisiontheyhadnoinformationtomake.EinsteinAIwastrainedtomatchissuedescriptionsagainstcustomerhistoryandsurfacethesinglebestchannelinrealtime,witheachstepeliminatingaspecificfailuremodefromtheoldexperience.Caseresolutionsrose12%,CSATreached4.0,andtheworkhelpedestablishAI-assistedsupportasasustaineddirectionforSalesforce.
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