What is a customer service chatbot?

A chatbot is a computer program that uses artificial intelligence (AI) and natural language processing (NLP) to simulate human conversation. Chatbot solutions can be deployed across channels to help service teams scale by enabling customers to find answers to common issues faster and automating routine tasks. Learn how to create a customer service chatbot.

What can you do with your new AI chatbot for customer service?

Automate personalized, intelligent service with an AI-powered customer service chatbot solution built directly into your CRM. Easily launch multilingual, multi-channel bots that integrate with your Salesforce data and automate common tasks to help your teams be more productive and drive faster resolutions.

Build fast, innovate more — with clicks, not code.

Einstein Bot Builder

Get started quickly and accelerate time to value by easily building and deploying a bot with a template or from scratch. Choose from a variety of templates that deliver customized solutions tailored to your cloud or use case. You can build customer service bots in seconds with templates that include intent data, flows, and conversation design.

Multilingual Einstein Bots

Scale chatbots across multiple regions by turning on multilingual solutions. Help customers and support reps find answers to inquiries in the language they are most comfortable with by easily translating solutions and solution categories into the languages supported by Salesforce. Multilingual bots help decrease support costs and improve customer satisfaction by answering questions, providing solutions, and managing inquiries in your customers' prefered languages.

Deploy conversational AI everywhere.

Live Chat and Messaging

Don't put your customers on hold. Meet them on their preferred channels from your website, mobile app, SMS, WhatsApp, Facebook Messenger, Apple Messages for Business, and more.

Einstein Bots API

Deploy chatbots to any part of your business — from marketing and sales to HR. Qualify and convert leads and streamline processes using custom bots. Use the Einstein Bots API to expand the ways that you deliver bots to your customers by connecting your standard and enhanced chatbots to many different end points.

Connect bots, data, and processes on a unified platform.

Workflows

Embed business processes easily across all channels to surface the most applicable information and help customers resolve requests on their own. Use workflows to automate both simple and complex tasks — from resetting a password to submitting a loan application. Give customers the ability to seamlessly self-serve without the need to loop in an agent.

Einstein Bots Analytics

Measure, track, and optimize your bots' value against your organization's business objectives using your chat data, bot performance metrics, and cost information. Quickly build and dig into reports and visualizations for bot business value, KPIs, and analytics. Use the information to fine-tune intents and improve how well your bot understands your customers. Continuously improve bot performance and track its impact against critical business KPIs with prebuilt reports and dashboards.

Answer customers 24/7 with autonomous AI.

Conversational Messaging

Resolve cases any time. Agentforce for Service chats with customers using natural language and sophisticated reasoning across self-service portals and messaging channels like WhatsApp, Apple Messages for Business, Facebook Messenger, and SMS. Customers can even send photos, videos, and audio if their issue is too hard to explain in text.

Trusted Responses

Deliver accurate answers to every customer. Agentforce for Service grounds its responses with your business data. Integrate data, including Knowledge, from third-party systems to help Agentforce for Service generate accurate responses personalized to your customers' specific needs and preferences.

Intuitive Setup

Get setup in minutes. Agentforce for Service doesn’t require thousands of lengthy structured dialogues. Simply use out-of-the-box templates, existing Salesforce components, and your LLM of choice to get started quickly. Need something more specific for your business? Create custom actions using the low-code builder.

Security and Guardrails

Protect the privacy and security of your data with the Einstein Trust Layer - built on the Salesforce Platform. Mask personally identifiable information and define clear parameters for Agentforce for Service to follow. If an inquiry is off-topic, Agentforce for Service will seamlessly transfer the conversation to a human agent.