Business giant, Salesforce, has come up with a game changer strategy in the form of Unified Knowledge that utilizes third-party information systems and integrates them with their AI customer service to form an unmatched customer service platform.
When it comes to the continuation and doing business while exciting the clients the harsh form of the competition, it is of utmost importance to have the piece of information that is all-encompassing and relevant. Salesforce’s Unified Knowledge solves the need of having different knowledge silos by supplementing the rich customer data with essential insights from variety of external sources such as SharePoint, Confluence, Google Drive or company website.
The Einstein for Service, the AI engine under the Salesforce’s customer service brand, gives fast and accurate data that the customer service agents require to handle incoming customer inquiries. Einstein for Service has been historically storing data within Data Cloud, but the recent addition of Unified Knowledge has become an extra source of knowledge for the support team that leads to them being more educated and more personal assistant to the clients.
“Unified Knowledge adds data from sources like SharePoint, Confluence, Google Drive, and brand websites,” explained a Salesforce spokesperson. “Although Service Cloud is a primary use case, Unified Knowledge will also be able to integrate with Salesforce Field Service, Sales Cloud, Health Cloud, and Financial Services Cloud.”
Unified Intelligence together with Service Cloud offer a great experience for customer service because service representatives get all customer data, information on products and industry expertise in one place. This comprehensive strategy enables agents to react faster and precisely to issues, thereby shortening the time to provide the right solution and increase customer satisfaction.
One of the significant features provided by Unified Knowledge is Knowledge Answers, which allow chatbots to respond effectively due to the capability to access information stored from the brand. As Salesforce explains, “Retail customers, for example, can use bots to access knowledge and generate answers to questions that require information from third-party sources, such as clothing care instructions that come from a manufacturer.”
Moreover, Unified Knowledge introduces Search Answers, a function capable of answering queries made through agents or customers by using the extended database. Thanks to this functionality, the company is aiming to significantly simplify the support process as well as provide an environment where customers feel safe.
By acknowledging the significance of mobile personnel in the current business world, Salesforce has additionally included Unified Knowledge with Einstein Copilot for Mobile Workers. Through this integration remote workers will also be able to access Einstein Copilot which has a knowledge base and provides personal support to wherever they might be in the field of operations.
The Unified Knowledge project by Salesforce and Zoomin Software was a strategic interaction key to the achievement of Salesforce in developing of the Unified Knowledge platform, evidencing commitment of the company to innovative solution and teamwork.
“It’s genAI, of course. The experience of using Unified Knowledge will essentially be a generative AI experience,” stated a Salesforce representative, underscoring the seamless integration of cutting-edge AI technology into the solution.
As businesses continue to embrace digital transformation and prioritize customer-centric strategies, Salesforce’s Unified Knowledge positions itself as a game-changer in the customer service landscape. By leveraging the power of AI and integrating disparate data sources, Salesforce empowers businesses to deliver exceptional customer experiences, fostering loyalty and driving growth.
With Unified Knowledge, Salesforce reaffirms its commitment to innovation and solidifies its position as a leader in the customer relationship management (CRM) space, setting new standards for AI-powered customer service excellence.