Creating Exceptional CX through an SF Einstein Chatbot

Catering to a tech-driven solar energy market, our end client had been looking to offer a customer relationship experience that saved their clients time & effort.

In collaboration with our trusted agency partner, Configero, we designed and set up a Salesforce chatbot to route all the cases raised on their website to the correct agent. The result is a delightful customer experience for the end client.

The client had been looking to effectively streamline their customer relationship service operations. The existing chatbots solutions on their website were unable to categorize their end customers and identify Active - Paid, Promotional; Inactive; or Enquiries-only customers.

They had also been struggling to report proper feedback and take corrective actions as many responses didn't have proper contact information.

Besides, multiple offerings and their constant diversification over time added to issues that led to delays in case of closures besides negatively affecting the CSAT scores.

All this rendered the client’s CRM efforts little time & cost-effective and, not to mention, inadequate to keep up with the growing needs of their customers.

The client was determined to transform their customer service and enable their support agents to be at the top of their game in helping their customers—a step rather essential for the business's future.

While the problem may have seemed to be a simpler one initially, the solution had to be expansive in order to be durable and scalable.

Enter Salesforce!

Our Salesforce consultants wanted to ensure 2 things in order to solve the problem at hand:

1. Streamline CRM for the client
2. Devise a solution for the entire service planning workflow

So, we designed a chatbot that enabled a custom case routing flow to replace the pre-chat forms used earlier. It also routed all the queries and cases raised on the client’s website to the triage.

It would then route the queries to the right queue for receiving customer information, validating it, and knowing in real-time whether a customer seeking help is an existing one or a prospective customer.

An Einstein bot was put in place to automate and resolve common issues raised by customers in their conversations on chat and messaging channels. This proved to be a simple yet effective self-service solution for the client’s customers.

Case classification was essential for the bot to lessen the support agents’ burden. We implemented to predict the field values (such as Reason, Type, and Priority) from incoming cases, based on the text a customer presents (Case Subject and Description).

Case Routing was incorporated to triage and route cases to the right queue/agent. From there, the Omni-Channel would determine which agents were available and when the next agent will be available based on their occupancy.