The new updates include features such as conversation mining and generative AI-driven survey summarization. Credit: Tada Images / Shutterstock Salesforce has announced new Contact Center updates to its Service Cloud — an offering targeted at bettering customer experience and boosting the productivity of service teams. The new updates to the Contact Center include features such as conversation mining and generative AI-driven survey summarization among other features. Dubbed Einstein Conversation Mining, one of the new features will allow an enterprise’s service team to aggregate and analyze conversation data, with the help of Data Cloud and Einstein, to decode the common reasons behind customers reaching out across all service touchpoints. Once the common reasons are identified via the new mining feature, enterprises can develop a knowledge article or train an Einstein Bot to handle the common requests, the company said in a statement. The recommendation feature of Einstein that suggests an article based on common reasons for customers reaching out will be in pilot in the summer of 2024 for interfaces across Facebook, Messenger, and WhatsApp. Separately, the main Einstein Conversation Mining feature for voice and messaging, including third-party apps, will be generally available in the summer of 2024. The generative AI-driven Survey Summarization feature, on the other hand, uses the Data Cloud and Einstein to identify trends. It can also be used to identify root causes of low customer satisfaction scores, the company said, adding that agents can then proactively follow up with customers, creating personalized communications that address the root causes, helping foster loyalty, and “transforming contact centers into revenue centers”. This feature, too, is expected to be made generally available in the summer of 2024. Further, Salesforce said it is introducing a new capability, already made generally available, that will allow enterprises to use Einstein to scan live conversations across multiple service channels, such as phone, WhatsApp, and Facebook, and then suggest the best knowledge articles to help agents solve cases faster and improve the customer experience. Einstein can automatically generate new knowledge articles based on data from customer conversations and these articles can be reviewed, edited, and posted to the internal knowledge base as a resource for other agents, it added. Partnership with AWS and Genesys In order to enhance the capabilities of its Contact Center, Salesforce has partnered with AWS and Genesys. While AWS will bring Amazon Connect Chat, Amazon Connect forecasting, capacity planning, and agent scheduling to Service Cloud, Genesys will help orchestrate personalized conversations across all channels while providing service leaders with workforce performance insights. The partnership with AWS is expected to help enterprises boost agents’ productivity and create more informed supervisors, Salesforce said. Related content brandpost Sponsored by Broadcom Business and IT alignment: How people-centric planning fuels real progress With a people-centric planning approach, teams create value streams that fuse business and IT staff, who have one set of shared goals. Leaders of different functions prioritize according to negotiated agreements—accelerate your organizational e By Sonja Furneaux, ValueOps Global Architect, Broadcom Jun 03, 2024 4 mins IT Leadership news Microsoft vs CISPE: No agreement in cloud dispute Since February, European cloud providers have been negotiating with Microsoft about its allegedly anti-competitive practices, but there is still no agreement in sight. By Martin Bayer Jun 03, 2024 3 mins Regulation Software Licensing Cloud Computing brandpost Sponsored by Palo Alto Networks Is there a natural contradiction within AI-driven code in cloud-native security? Unveiling the duality: Harnessing AI's potential while safeguarding cloud-native security By Amol Mathur, SVP & GM of Prisma Cloud, Palo Alto Networks Jun 03, 2024 5 mins Artificial Intelligence Security feature Getting infrastructure right for generative AI Ensuring a cost-effective approach for delivering the massive storage, bandwidth, and computing resources necessary for genAI is no easy task. Here’s how innovative IT leaders are coping. By Stan Gibson Jun 03, 2024 8 mins Generative AI Budgeting Infrastructure Management PODCASTS VIDEOS RESOURCES EVENTS SUBSCRIBE TO OUR NEWSLETTER From our editors straight to your inbox Get started by entering your email address below. Please enter a valid email address Subscribe