Salesforce Adds AI to Service Cloud

Salesforce today introduced several Service Cloud features that bring artificial intelligence-powered conversational intelligence to help companies create more personalized experiences.

The Service Cloud innovations include the following:

• New Service Cloud Voice telephony partners to give customers more choice in how they use Service Cloud Voice and enable AI for their teams. Salesforce partners will introduce telephony connectors to integrate phone and customer data, automate call transcriptions and notes, and enable agents to receive real-time suggestions while they're on a customer call.
• An integration with Amazon Web Services' Contact Lens for Service Cloud Voice with Amazon Connect will bring advanced transcription with no time limits and real-time sentiment analysis to agents.