Salesforce Einstein Bots, a valuable tool for customer service

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Chatbots are not the latest trend, or anything like that. Many organizations are currently using them in their interactions with their customers. However, how can you ensure that a chatbot is 100% used in your company? Sometimes, we have seen that they make mistakes. Or, they simply go blank when faced with an unknown question. That is why, although bots are nothing new, the optimization of these through AI is one of the newest trends.

Speaking of chatbots, one of the most competitive alternatives on the market is undoubtedly Einstein Bots in Salesforce. Let's see what they are all about.

What are Einstein Bots in Salesforce?
First, a chatbot or bot is a computer program that simulates a human conversation, whether textual or spoken. Therefore, bots become an invaluable tool for automating interactions with users.

So Einstein Bots are chatbots whose main objective is to slovenia whatsapp lead interact with customers quickly and accurately, without the need for a human agent. To do this, they can send messages, ask questions and perform actions according to the rules defined by each organization. A bot can participate in any messaging channel (SMS, chat, Slack, Messenger, etc.), speak multiple languages, select tones and automate the organization's most frequent requests, integrating with its data in Salesforce. In this way, you can expand your operations without growing your staff, being configured in just a few clicks, without the need for code.

The soul of Einstein Bots is precisely Einstein, that wonderful Salesforce tool that puts AI at the service of organizations. In the case of bots, the technology used is Natural Language Processing (NLP) and Natural Language Understanding (NLU). Precisely through NLU, the platform trains chatbots by creating a learning model. This model makes it possible for the created bots to understand the interactions originating in a conversation.

Einstein Bots Requirements
Einstein Bots have the ability to be customized to meet the needs and business rules of each organization. However, there are a number of requirements that you should keep in mind:

You need a Service Cloud License and a Chat or Messaging License. Please review the chat and messaging licenses carefully, as they support different channels and may have different requirements of their own.
Requires Service Analytics to be enabled to make full use of the Einstein Bot Performance page.
Enable Lightning Experience.
Run the Guided Chat Setup flow.
Enable Salesforce Knowledge if you plan to send knowledge articles to customers.
Publish the bot to a Salesforce site, preferably built with Experience Cloud. While Einstein bots are designed to complement the work of support and service agents, they can also be leveraged by the sales team.
Also, publish an integrated chat button on the site where your bot will be located.
Einstein Bots is available in Salesforce Classic and Lightning Experience. Additionally, it can be found in Enterprise, Performance, Unlimited, and Developer editions. An organization receives 25 conversations per month for each active subscription.

Conceptualizing the bot in your organization
While we can say that Einstein Bots are a wonderful tool, they are of no use if they present errors, leave gaps in the response or the client cannot find the desired solution. The implementation of the bot requires a lot of planning in its content. Below, we show you some concepts that you should be clear about.

Elements of Einstein Bots in Salesforce
Dialogue These are the conversation fragments that guide the bot's actions. Each dialog contains a dialog intent, which is optionally available for NLU training. This helps the bot understand different types of customer responses.
Intention of dialogue These are the reasons why a customer interacts with the bot. For example, to buy or return a product or to get the store's opening hours.
Entity These are a type of data that you want to store about a customer. Salesforce provides the following system entities: text, date and time, money, number, person, location, organization, percentage, boolean value, and object (Salesforce standard or custom).
Variable A variable is a container that stores a specific piece of data collected from a customer. You must associate each variable with an entity.
A good conceptualization of the content ensures that the bot is used to its full potential, being the efficient solution that is sought. Other elements that you should take into account are:

Bot name and style: This should represent your organization's personality.
Scenarios of action: what are the most frequent contexts where the chatbot will come into action. For example: frequently asked questions, order statuses, appointment scheduling, online orders, queries about prices, schedules and locations.
Introduction and farewell: it's a bot, not a human. And users need to know that. The introduction is vital to offer the necessary trust to the user. The farewell is a plus to continue recommending the organization.
Opening and Closing: Tell your bot how to start a conversation. It also determines which words end it.
Gratitude: Just because a chatbot is no excuse for it to be rude. If you are thanked, it is good that you know how to respond.
Apologies: You can also customize it to apologize if it doesn't find the necessary solution. You can also configure it to route the conversation to an agent if the bot apologizes more than twice.
Route to an agent: Some people may prefer to speak directly to an agent. Don't forget to include this in your conversations.
Response time: It is advisable to make logical pauses of two to four seconds in the conversation. Completely immediate responses seem artificial and contrary to a simulation of human conversation.
Emojis: Emojis, emoticons and stickers are already part of our conversations in the digital world. Including them in your dialogues gives the bot more personality.