Didier Dessens, Digital & CRM Advisory

Didier Dessens, Digital & CRM Advisory

Salesforce Einstein Service Agent

Salesforce has just launched Einstein Service Agent. I’m evaluating its potential to drive innovation and cost-efficiency in customer service. What is the business case for leveraging Einstein Service Agent, conversational AI, and other chatbots? Three observations on the potential impacts on organisations: 1 / On the cost side, I see a good opportunity for further cost reduction. Obviously. These tools reduce the need for large customer service teams, cutting down on operational costs. Because they

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