Industry
Software and Services
Products
Sales Cloud, Experience Cloud
Engagement Type
Product Implementation
ChatBot Implementation into Salesforce
This project involved integrating a bespoke Chatbot into Salesforce that enables users to ask questions, report issues, and acquire information through the website's live chat feature. It also enables service cloud agents to use the chat feature to address specific requests. Additionally, it should automatically respond to typical questions and give customers the necessary information.
Challenges Faced
- 24/7 Availability
- Instant Customer Service
- Auto answers based on keywords and workflows
- Should allow user to Log a case using Auto chat
Solutions
- Developed IVA (intelligent virtual assistant)ChatBot using the Kore.ai platform and integrated the chatbot into Salesforce Service cloud and website.
- It reduces the amount of phone calls that come in at the service desk every day by automating relatively simple questions that are asked frequently and can be answered easily by looking up information in the back-end system based on information that can be retrieved from the customer by asking a couple of questions.
- Implemented the following functionality in the chatbot:
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Project Result
Witness the increase in productivity and reduction in time upon successful delivery of the project.
Amazing and very helpful service. Highly recommended !! Thank you Dotsquares.
