Einstein Bots
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The document introduces Einstein, a smart CRM assistant that enhances sales, service, marketing, and commerce through intelligent apps and automation. It explains Einstein Bots, which utilize natural language processing to assist customers across preferred channels by answering questions and managing routine tasks, thereby freeing up agents for more complex issues. The document outlines the planning and creation process for an Einstein Bot, including identifying common inquiries, developing knowledge articles, and using dialogues, entities, and variables to build effective conversational experiences.
Einstein Bots
- 1. Einstein Bots By: DAKSH MANDOWARA WWW.AIMDEK.COM
- 2. Agenda • Introduction of Einstein • Introduction of Einstein Bot • Plan your Einstein Bot • Create an Einstein Bot • Steps to build Einstein Bot
- 4. What is Einstein? • Einstein is a Smart CRM Assistant. • Einstein helps build intelligent apps, business processes, and workflows for every function and industry. • In Sales, Einstein helps guide reps to the best leads and opportunities so they increase conversion rates, and close more deals. • In Service, Einstein helps customers find answers instantly on their channels of choice and helps agents resolve cases faster by triaging cases and recommending the right articles. • In Marketing, Einstein helps marketers send the right content, to the right customer, at the right time, on the right channel, thus increasing customer engagement. • And for Commerce, Einstein helps retailers recommend the best product to each customer, at the right time, boosting revenue. Einstein allows all Salesforce users to: ★ Discover insights that bring new clarity about your company’s customers. ★ Predict outcomes so your users can make decisions with confidence. ★ Recommend the best actions to make the most out of every engagement. ★ Automate routine tasks so your users can focus on customer success.
- 5. Introduction of Einstein Bot
- 6. What is Einstein Bot? Einstein Bots allow you to build a smart assistant into your "customers" favorite channels like chat, messaging or voice. Einstein Bots use Natural Language Processing (NLP) to provide instant help for customers by answering common questions or gathering the right information to handoff the conversation seamlessly to the right agent for more complex questions or cases. • Build and manage Einstein Bots to ease the load on your service agents. • Bots can handle routine requests and free your agents to handle more complex issues. • Bots can also gather pre-chat information to save your agents time. • Bots are your allies in the race to resolve support cases fast. They can even prevent them from being opened in the first place! • Bots reduce chat duration by helping customers self-direct immediately, and resolving common issues without waiting to “get in the queue.” • Bots save your agents time (and thus, your company money), allowing agents to devote more time to complex problem-solving and consequential customer interactions. • Most importantly, bots can be trained to understand human language—and respond intelligently—through Natural- Language Processing (NLP).
- 7. Plan your Einstein Bot
- 8. Plan your Einstein Bot • Analyze the issues that your agents are addressing to identify common issues that the bot can resolve. For example, password reset requests, order status, or routine questions, such as for store locations and hours. • To support the questions that your Einstein bot answers for your customers, develop a set of Knowledge articles. • Decide which channels that you want to use with your bot, such as Chat or Messaging. • Determine whether your bot needs a custom profile to perform actions for features that require extra licenses, like Field Service. Each bot has a Bot User profile and settings that determines what the bot can access or do. • Decide whether you want to add a persistent menu that’s always available to your customers at the bottom of the chat window. A Bot Options menu provides a quick way for customers to get to the main bot functions at any point in the chat experience. • If you plan to let customers type their questions in chat, compile a list of the ways that customers ask for help with these issues. Using this list, compile another list of customer requests that are out of scope for your bot. This list helps you smoothly address requests that the bot can’t address.
- 9. Create an Einstein Bot
- 10. Create an Einstein Bot The Bot is automatically fitted with tools that help create exceptional bot experiences: ● Custom Dialogs with a welcome messages and a prebuilt Main Menu. ● System Dialogs that help close bot conversations or transfer to an agent. ● Entities and Variables to capture customer input with the correct formatting. ● Bot Analytics to measure performance. There are 3 main properties of Einstein Bot 1. Dialogs 2. Entities 3. Variables
- 11. Dialogs • Dialogs are conversation snippets that control what your bot can do. • We can associate every dialog with a dialog intent which can be trained to understand variations in customer input. • During a conversation with a customer, bot can move between several different dialogs. • Each dialog handles a portion of the conversation. • For example, Welcome, Main Menu, Order Status, Location and Hours, and Transfer to Agent are individual dialogs that a customer might experience as part of a single conversation with your bot.
- 12. Entities • An entity represents a type of data that we want to collect from a customer. • Salesforce provide the following system entities: Text, DateTime, Date, Money, Number, Person, Location, Organization, Percent, Boolean, and Object (standard Salesforce or custom). • Also can create your own custom entities as needed. • Entity are of two type: • Custom Entity - Create custom entities to gather information that matches a regex pattern or list of synonym values. • Value List Entity - A value list entity provides a way to extract the entity if there is an exact match to a value or a synonym in a list of values.
- 13. Variables ● A variable is a container that stores a specific piece of data collected from the customer or output from Salesforce. ● Since variables are containers of information, they can be used within dialog actions as both inputs and outputs and can be inserted as part of the text in messages. ● There are three types of variables in the Einstein Bot builder: Custom, Context, and System. ○ Create custom variables to store information gathered from your customers. ○ Use context variables to create channel-independent bots. ○ Use the system variable to capture the last customer input with the bot.
- 14. Steps to build Einstein Chatbot 1. Enable Communities 2. Create New Community using Customer Service Template 3. Enable Chat Agent 4. Create Agent’s Skill 5. Create a Chat Agent Configuration 6. Add Embedded Service Chat to Your Community 7. Enable Einstein 8. Create a New Einstein Bot 9. Name your Bot and add a greeting message. 10.Create Dialog, Submenu and Dialog Group as per requirement 11.Write Bot Conversation using Variables and Entities
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