Salesforce showcases the power of its conversational cloud approach –

Salesforce, whose origins date back to the early days of software as a service (SaaS), has long represented the prototype (or prototypes) of a conversational cloud that integrates its own core offerings with select third-party products and services. . The most recent case is this week’s announcement from Service and Marketing Cloud features and functions that, among other things, “use AI-powered conversational intelligence” in the name of improving customer experience and agent productivity.

The announcement may have been triggered, in part, by a slew of ads for other hyperscalers emanating from the Enterprise Connect conference in Orlando two weeks ago. Examples are listed by Scott Baker in this article. They include Google’s U-turn around its contact center AI (CCAI) by positioning it as a complete “platform” (in connection with Ujet and, yes, Salesforce) and Amazon Connect offering demand forecasting and agent scheduling based on its own machine learning algorithm.

Coopetition among hyperscalers

The announcements gave pride of place to the Salesforce/Amazon connection surrounding AWS contact lens. It’s a relationship that Opus Research highlighted in August 2020 when we took note of Salesforce’s “Amazon Connect” to highlight how cloud giants (now called “hyperscalers”) would allow companies to easily integrate the automated speech recognition, speech analysis and “conversational conversation”. AI” into their contact center workflows and IT infrastructures. This week’s announcement validates the adoption of this offer.

Other Service Cloud Voice telephony partners include Google Cloud and Genesys, showcasing how Salesforce will continue to offer its enterprise customers many choices in how they adopt third-party AI-powered services through Cloud Voice service. To clarify, Google Cloud and Genesys will introduce telephony connectors that integrate phone and customer data, automate call transcripts and notes, and allow agents to receive real-time suggestions while they’re on a call. customer.

Not mentioned in the announcements are Salesforce’s big moves around Einstein and its ability to help its enterprise customers build and administer intelligent assistants. It’s come a long way since its introduction in 2016. Yet it’s stayed true to its original charter of democratizing AI for Salesforce customers. Among its capabilities is a drag-and-drop bot builder to support cross-channel conversations. Additionally, Service Cloud Einstein adds a number of intelligence and analytics features to help live and virtual agents, such as Next Best Action, Case Classification, and Case Wrap. You can learn more about these features and functions when Opus Research releases the 2022 edition of our Enterprise Intelligent Assistant Intelliview.

Categories: Smart Assistants

Tags: int

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