What is automated customer service?

Automated customer service uses technology to perform routine service tasks, without directly involving a human. For example, automation can help your support teams by answering simple questions, providing knowledge base recommendations, or automatically routing more complex requests to the right agent.

What can you do with service automation?

Drive efficiencies, boost productivity, and deliver quality service at scale.

Eliminate manual tasks and boost productivity.

Service AI

Deliver personalized service and save time with AI built directly into your flow of work. Use Einstein to analyze historical case data and automatically classify and route them to the right agent or queue. Empower agents with AI-generated replies, summaries, and knowledge articles crafted from conversation data and your company’s trusted knowledge base. Combine your business rules and predictive models to surface the right offer and next best actions to take, in real time.

Schedule and Dispatch

Minimize operating costs and improve first-time fix rates by dispatching the right mobile worker with the right skills and tools to show up at the right time. Advanced algorithms and machine learning create optimized schedules and find the most efficient route for field technicians based on their status, skill sets, location, and job details. You can also quickly respond to dynamic requests and emergencies with automated scheduling and dispatching.

Macros and Quick Text

Make agents more productive and respond to customers faster by automating rote tasks with one click. Macros help agents complete a set of repetitive steps – such as sending an email then updating the case status – in just a few seconds. Respond to customers with speed, consistency, and accuracy by using quick text to create predefined messages like greetings, answers to common questions, and short notes.

Service Planner

Service Planner uses generative AI-powered step-by-step plans based on case-specific data to streamline customer support, enhance agent productivity, accelerate agent onboarding and ensure company policy compliance. By integrating intelligent automation with detailed service plans, organisations can achieve higher service standards, optimise resource allocation, and improve overall customer satisfaction.

Unlock data-driven customer service automation and streamline processes.

Workflows and Orchestration

Improve efficiency and scale quickly by automating frequent and complex processes with low-code tools and solutions. Fast-track work between people and departments by coordinating interrelated, multi-team processes into a single, streamlined workflow. Empower admins and devs with point-and-click builders to create processes, integrate data, and build reusable automated actions and components.

Unified Data

Increase customer satisfaction with workflows powered by all your data — no matter where the data lives. Connect any data, system, or AI model securely, and automate tasks and processes wherever they run — including in legacy systems. Trigger automated flows based on changes to your unified customer data to deliver the most contextual and personalized experiences.

Business Rules Engine

Automate multistep business decisions. Easily design and manage advanced business decisions automatically without help from IT. Set consistent rules within workflows to handle advanced, multistep case routing. And automate conversations with a no-code business rules engine.

Robotic Process Automation

Optimize your workflows and reduce human errors by automating high-volume, repetitive tasks at scale. Enable your team to focus on higher value work by replacing mundane tasks with bots that can intelligently process documents, enter data, or take action on the user’s behalf, all without code. Use these bots across any system or application, including PDF documents, spreadsheets and even disconnected legacy systems.

Build once and deploy everywhere.

Service Catalog

Maximize efficiency with a library for all your common service processes. Accelerate time to value by enabling admins to build and manage catalog workflows with a simple and easy-to-use interface. Fulfill customer requests faster by configuring catalog items to collect the right info and route to the right queue. In just a few clicks, you can expose these new automations across multiple channels.

Self-Service

Reduce costs and increase case deflection by empowering customers to complete tasks on their own. Give customers access to automated business processes through your website or mobile app. Guide them with dynamic, step-by-step screen flows and surface the most relevant information and recommendations all based on the customer's unified profile.

Einstein Bots

Scale intelligent solutions across multiple channels with chatbots. Automate routine tasks — like providing common answers or performing typical processes — and help your team do more. Easily create rich experiences for customers on their preferred messaging platform and in their preferred language with multilingual bots.