Module: Artificial Intelligence For Customer Service

In this tutorial, we are going to cover the Module called “Artificial Intelligence for Customer Service“. In this lecture, you are going to see how artificial intelligence is changing customer service, from chatbots to analytics. Solve the quiz on Trailhead.

Contents

#1. Improve Customer Service Using Artificial Intelligence

Solve these tests and get 100 points

Q1) What is one way AI improves the customer experience?

#I)By handling complex cases

#II)By repeating the same information until it’s understood

#III)By using bots to solve common issues quickly

#IV)A and B

[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] III)By using bots to solve common issues quickly [/bg_collapse]

Q2) Salesforce Einstein assists customer service agents by making self-service easier, deflecting routine requests, and:

#I)Mediating the relationship between agents and managers

#II)Accelerating issue resolution

#III)Reminding agents to take frequent breaks

#IV)A and C

[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] II)Accelerating issue resolution [/bg_collapse]

Q3) Einstein Bots help agents by:

#I)Automatically resolving top customer issues

#II)Collecting qualified customer information

#III)Telling agents what to do

#IV)A and B

[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] IV)A and B [/bg_collapse]

Check the Quiz to Earn 100 out of 100 Points

The second attempt earns 50 points. Three or more earn 25 points.

#2. Understand Why Chatbots Matter to the Contact Center

Solve these tests and get 100 points

Q1) What is a chatbot?

#I)An application that can seamlessly hand off complex cases to agents

#II)A new type of call center manager

#III)An application that can carry on a chat conversation with a customer

#IV)A and C

[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] IV)A and C [/bg_collapse]

Q2) How do Einstein Bots collect and qualify information in a conversational manner?

#I)Using natural language understanding

#II)Using natural neural skills

#III)Taking extensive surveys

#IV)Using a style guide

[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] I)Using natural language understanding [/bg_collapse]

Q3) How do chatbots improve the customer service experience for everyone involved?

#I)By resolving low-level cases, saving time, and speeding resolution for customers

#II)By reporting underperformance to human resources promptly

#III)By using natural language understanding to help customers get refunds

#IV)By using natural algorithms to coordinate website traffic

[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] I)By resolving low-level cases, saving time, and speeding resolution for customers [/bg_collapse]