Universal Containers aims to reduce overall agent handling time by minimizing the time agents spend typing routine answers for common questions during chats and by reducing post-chat analysis through suggesting values for case fields.
To achieve these objectives, the combination ofEinstein Reply RecommendationsandCase Classificationis the most appropriate solution.
1. Einstein Reply Recommendations:
* Purpose:Helps agents respond faster during live chats by suggesting the best responses based on historical chat data and common customer inquiries.
* Functionality:
* Real-Time Suggestions:Provides agents with a list of recommended replies during a chat session, allowing them to quickly select the most appropriate response without typing it out manually.
* Customization:Administrators can configure and train the model to ensure the recommendations are relevant and accurate.
* Benefit:Significantly reduces the time agents spend typing routine answers, thus improving efficiency and reducing handling time.
2. Case Classification:
* Purpose:Automatically suggests or populates values for case fields based on historical data and patterns identified by AI.
* Functionality:
* Field Predictions:Predicts values for picklist fields, checkbox fields, and more when a new case is created.
* Automation:Can be set to auto-populate fields or provide suggestions for agents to approve.
* Benefit:Reduces the time agents spend on post-chat analysis and data entry by automating the classification and field population process.
Why Options A and B are Less Suitable:
* Option A (Einstein Service Replies and Work Summaries):
* Einstein Service Replies:Similar to Reply Recommendations but typically used for email and not live chat.
* Work Summaries:Provides summaries of customer interactions but does not assist in field value suggestions.
* Option B (Einstein Reply Recommendations and Case Summaries):
* Case Summaries:Generates a summary of the case details but does not help in suggesting field values.
References:
* Salesforce AI Specialist Documentation -Einstein Reply Recommendations:
* Details how Reply Recommendations assist agents in providing quick responses during live chats.
* Salesforce AI Specialist Documentation -Einstein Case Classification:
* Explains how Case Classification predicts and suggests field values to streamline case management.
* Salesforce Trailhead -Optimize Service with AI:
* Provides an overview of AI features that enhance service efficiency.