Improve service representative training and customer satisfaction with AI
Turnover among contact center representatives is an industry-wide problem. Continuously training and onboarding an endless queue of new employees is expensive and ineffective. Using AI to improve the training experience and the day-to-day workflow enables agents to onboard faster, which can contribute to better retention rates. It also makes the service experience more pleasant for the customer.
Generative AI can help surface the precise information service representatives need to quickly resolve issues, by populating content for known answers based on the actual language the customer uses to describe a problem. This empowers them to make smart decisions, and that’s important in cases that require judgment calls — like whether it’s OK to reverse a charge for an unhappy customer.
Plus, AI provides smarter tools for spotting fraud and afghanistan phone number list verifying identity, which helps agents understand their next best actions. Salesforce, for example, now has an out-of-the-box, know-your-customer (KYC) protocol for identity verification and credit scoring.
"AI gives service representatives what they need to make the right call for the client and for the organization." – Amir Madjlessi, Managing Director and Banking Industry Advisor, Salesforce
AI in banking examples
Here are some real-world examples of how Salesforce customers use or plan to use AI:
PenFed Credit Union plans on adding Einstein to internal (and eventually customer-facing) processes with generative AI. Einstein will act as a virtual assistant, suggesting chat and email responses service representatives can use to answer questions faster and reduce queues. The assistant will propose responses to a chat or member question, beginning with PenFed's internal employee support line before it expands to its members.