According to a 2023 Salesforce survey, 61% of 2,000 respondents believe that generative AI will help them better serve their customers. Additionally, 61% of the respondents believe that generative AI will help them sell efficiently. Yet, many organizations don’t understand the technology or how to get started with generative AI, which can generate text, images or other data using generative models.
Cherry Bekaert can assist organizations on their journey to enhancing customer service operations by recommending and implementing the right Salesforce Service Cloud GPT and Sales Cloud GPT AI features aligned with your organization’s business goals. As a trusted advisor, we understand that each organization has unique needs and objectives. We take a tailored approach to drive maximum value for organizations.
Service Cloud GPT Benefits and Tasks
Service Cloud GPT provides businesses with the ability to use generative AI and real-time data to expand their service offerings across various channels, including contact centers and field operations, all while minimizing expenses. There are many benefits and tasks with this robust platform, which include:
Knowledge Articles
Enhance efficiency and customer satisfaction by drafting knowledge articles for service agents based on closed-case data.
Digital Engagement
Boost customer satisfaction by providing tailored experiences across all service channels. Equipping your agents with AI-powered tools and customer context within a unified console will provide a seamless experience, resulting in faster resolutions and increased customer satisfaction. For instance, with this platform, your agents can access relevant customer information, such as purchase history, previous interactions and preferences. By leveraging AI-powered tools, your agents can quickly resolve common customer inquiries and prioritize high-value interactions.
Service Replies
Automatically generate and speed up customized responses that are based on current and pertinent data sources, allowing agents to quickly address customer concerns. This will increase efficiency and expand effective service offerings by providing highly personalized, AI-powered service and support to customers on any channel.
Chatbots
Utilize AI-powered chatbots to expedite the resolution of common requests and issues. With just a few clicks, automate routine tasks with bots that are integrated with Salesforce data, enabling your team to resolve issues quicker.
Service Automation
Streamline end-to-end business processes and automate routine tasks to save time for your team while simultaneously impressing your customers. Integrating your CRM data, insights, and predictive and generative AI with the Einstein 1 Platform will result in highly personalized customer experiences. Additionally, Service Cloud GPT enables you to automate common service interactions and routine requests across digital channels and gather insights for a seamless agent handoff, assisting agents and optimizing service interactions.
Einstein 1 Platform
Securely link any data to construct low-code AI-powered applications and offer entirely new CRM experiences. Einstein 1 provides an extensible AI platform that enables IT, admins and developers to develop generative apps and automation quickly.
Service Operations
Improve operational efficiency with built-in AI. This will increase agent efficiency, classify incoming cases, and surface the most relevant knowledge articles to agents who are working on a case. Optimizing your service department will help you achieve your KPIs with intelligent service operations.
Customer Service AI
Elevate customer satisfaction and operational efficiency by incorporating Einstein for Service into service team and customer experiences. Leveraging Salesforce’s reliable AI technology for customer service will develop seamless conversational, predictive, and generative AI experiences for both agents and customers.
Sales Cloud GPT Benefits and Tasks
Sales Cloud GPT will empower sales teams to sell faster, smarter and more efficiently in multiple ways, including:
Arm Sales Reps
Empower every salesperson to make a bigger impact with Einstein’s powerful predictive and generative intelligence, fueled by the rich customer data from Data Cloud. Automating sales processes will strengthen customer relationships and guide sales teams to close deals faster with the help of Einstein.
Engagement
Drive sales acceleration by auto-generating emails that captivate prospects, drive conversations, and increase sales rep engagement. Einstein GPT Sales Emails generates and drafts personalized emails grounded in CRM data, accelerating introductory meetings, follow-ups and prospect outreach. Empower leads to connect with reps through Buyer Assistant, surfacing rep availability to automatically schedule a meeting that works for the lead and rep.
Efficiency
Increase rep efficiency and productivity by providing summaries of your lead, account, opportunity or contact data. Einstein Sales Summaries enable sales reps to quickly understand the current state of any deal, customer or prospect while providing next steps, arming the sales rep with the information they need to close deals faster.
Scoring
Improve forecast accuracy, increase pipeline growth, and optimize revenue by using Einstein Lead Scoring and Einstein Opportunity Scoring, prioritizing leads and opportunities most likely to convert.
Intelligence
Enhance decision-making with Process Intelligence, providing Einstein’s instant insights and automatically selecting key graphical reporting columns most relevant to your goal. Use Tableau Pulse, powered by unified data from Data Cloud, to make informed decisions on deals by leveraging contextual data and relevant insights from both internal CRM and external data sources.
Boost Revenue Performance
Transform your knowledge into practical solutions using AI-driven graphics with Einstein Forecasting. Gain comprehensive awareness of your pipeline, projections, and sales representative’s effectiveness, all from a single, adaptable platform.
Lifecycle Management
Accelerate new streams and enhance efficiency by connecting revenue management processes with Revenue Cloud. With this platform, you can automate your revenue management processes, such as invoicing, billing, and contract management, reducing the workload of your finance team and increasing their productivity.
Actionable Insights
Unleash maximum performance through automation and actionable insights throughout every stage, from sales planning to execution. By leveraging insights, you can identify potential bottlenecks, prioritize high-value opportunities, and create personalized offers for your customers.
Our Approach to Service Cloud GPT and Sales Cloud GPT
Cherry Bekaert’s approach to Service Cloud GPT and Sales Cloud GPT evolves around discovery, ideation and deployment. The entire lifecycle is around four weeks for either solution.
First, we will partner with you to understand your AI requirements. We explore “the what” with you, which involves examining current AI and automation-related requirements. We also want to understand your AI goals and identify use cases for implementation.
Second, we look at “the how,” where we will facilitate AI workshops to explore pain points and how Salesforce AI can be leveraged to enhance business operations. We also will dive into the design around a Service Cloud GPT AI or Sales Cloud GPT AI future state.
Next, we ideate with you. In this phase, we will configure and test prioritized use cases. This involves configuring prompt engineering templates based on predefined rules, such as defining tasks and goals and selecting prompt format. We will also configure Service Cloud GPT or Sale Cloud GPT functionality in a sandbox environment for testing purposes. Finally, we will deploy to production and provide go-live support.
Why Cherry Bekaert?
Our team of experts is committed to helping your organization succeed. With years of experience and expertise in various industries, our team is well-equipped to provide you with the support and guidance you need to achieve your business goals. Whether you need assistance with strategy development, implementation, or optimization, our team can work with you to identify the best solutions and provide a successful execution. We understand that every organization is unique, and that’s why we take a tailored approach to our services, customizing solutions to fit your specific needs and objectives. Our team provides you with the highest level of service and support, and we are always available to answer your questions and provide ongoing assistance. With our team of experts by your side, you can feel confident that your organization is in good hands and on the path to success.
