Getting started with Salesforce Einstein Chatbot

Author

mirketa

May 16, 2023

With Salesforce Einstein Chatbot, you can have conversations powered by AI. A chatbot can be integrated into a variety of business processes that involve real-time customer engagement with the help of this tool. A major feature of Salesforce Einstein is its Natural Language Understanding (NLU) technology. In addition to simulating a human conversation, a chatbot can reduce response times.

Prerequisites for using Salesforce Einstein Bot

To get started with Salesforce Einstein Bot, you need to meet the following prerequisites:

Obtain a Service Cloud license in addition to the chat or messaging license. It is important to review the chat or messaging license individually; they support different channels and have unique requirements.
Einstein Bot Performance Page can be used with Service Analytics.
Enabled Lightning Experience
Run the chat-guided setup process.
If you want your bots to offer knowledge articles to customers, enable Salesforce Knowledge.
Provide an embedded chat button for your customers in your community or on your website.

Salesforce Einstein chatbots terminologies

Overview: For creating a new bot
Dialogs: conversational snippets drive the bot’s activities. You can train the system to understand different customer inputs using dialog intents.
Entities: Consists of various categories of data that an organization would want from the customer, such as Boolean data, email addresses, dates, date-time, objects (standard or custom), numbers, phone numbers, and text.
Variables: A place to store specific information collected from customers or output by Salesforce. A variable contains information that can be used as input, output, or as part of a message.
Performance: Evaluate the performance of your bot and analyze the results and data collected from conversations with customers. This option also lets you refine all types of activities your bot is involved in.

Salesforce Einstein Chatbot Implementation Guide

If you’ve built a chat deployment in the previous step, you may enter the Dialogue page on Bot Builder and click on Preview to preview your bot, or you can test it on any of the designated channels.

You will receive a message from your Einstein Bot upon arrival, along with two menu choices. The bot could present a pre-chat form if you’ve configured it to use Embedded Chat before it delivers its first message.

Advantages of using Einstein bot

Quick Response: customers get immediate answers, and their general questions are answered quickly compared to other channels such as phone, email, text messages, and social media.
Case diversion: since most general questions are answered quickly by chatbots, fewer new cases are raised.
Time Savings: Since most general questions and inquiries are quickly resolved by chatbots, both support staff and customers save time and can focus on higher priority tasks.
Work smarter: Because Salesforce Einstein chatbots use NLU technologies (Natural language understanding) , they are constantly learning and evolving, becoming smarter and more competent over time.

Conclusion

As a conclusion, Salesforce Einstein chatbots can improve customer experience and streamline business operations significantly. Listed above are the steps recommended by Salesforce experts.

Using this guide, you can develop and deploy a chatbot solution that meets the needs of your business. It is imperative to pay attention to detail at each stage of the implementation process, from planning and design to training and testing. A Salesforce Implementation Partner should be involved in such a high-responsibility task.

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