[Spoiler Alert] Einstein Knowledge Bot Pilot for Service Cloud Slack App
Serve Knowledge Article Intelligence conversationally on Slack for Service.
With the advent of Salesforce’s Service Cloud for Slack App — Companies can swarm around cases, incidents, and other service-related issues and requests, faster, on their Digital HQ: Slack. Now: these companies can harness the power of Einstein Bots right there and then. Starting by serving Knowledge Articles intelligence, conversationally on top of our Service Slack App.
The goal is to allow agents swarming (e.g.) on a particular case resolution to tap into Salesforce Knowledge, from within Slack, and leverage Einstein Bot’s Article Answers AI capability (later referred to as AA). Companies can create an NLP model with their Salesforce Knowledge-Article data, and serve content accordingly based on end-user requests. AA’s NLP model will classify these inputs and find the most relevant article matches. We are making this experience now available, as a pilot, on our Salesforce’s Service Cloud Slack App.
What if users want to see more or other results? A slight change or a variation in the request will trigger AA’s AI to surface different results. In case more results a requested: the Einstein Bot’s template also comes with a Browse Knowledge Dialog capability that’s powered by a standard keyword knowledge (SOSL) search via another Einstein Bot feature called Object Search (configured for Salesforce’s Knowledge object).
If you’re a Dreamforce 2022 today and you’re joining our Sips & Swarming: Slack + Service Cloud Roundtable & Happy Hour, you’ll see this first hand. Join us! At Slack on 500 Howard St, San Francisco, CA 94105!
If you can’t make it to Dreamforce 2022 this year or to this exclusive session today. Here’s a sneak peek of what you’re missing! 🤖📚💬