Scaling Customer Service: Einstein Chatbot

May 2023

Are you curious about how chatbots can revolutionize your customer service? At the recent Texas Dreamin’ Conference, our Salesforce experts Subi and Keegan shared their insights on utilizing Einstein AI chatbots to improve customer interactions and service. Their presentation covered the possibilities you can achieve with smartly designed chatbots. For those who couldn’t attend the session, here’s a condensed version of the presentation.

What are Chatbots?

A chatbot is a computer program that uses artificial intelligence (AI) and natural language processing (NLP) to understand customer questions and automate responses to them, simulating human conversation.

Types of Chatbots


Benefits of Chatbots



Increase Customer Engagement

Bots can deliver quick answers by being 24×7 available which encourages customers to stay longer on your website and maintain the conversation.

Improve Lead Generation

Businesses can use chatbots for lead generation to guide customers in making quick decisions. Bots use a preset questionnaire to persuade visitors for lead generation and ensure higher conversion rates.

Reduce Customer Service Costs

Implementing chatbots is an investment to optimize customer service costs. Bots can save you extra costs that otherwise go into hiring more support resources, infrastructure, training, etc.

Balance Automation with Human Touch

You can understand the difference between chatbot vs live chat and try to integrate them together for better customer service.  The smooth transition between chatbot to live chat provides real-time responses to the customers, giving them the best hybrid experience.

Achieve Scalability of Support

Chatbots are easily scalable to effectively handle peak hours without the need to add more support reps or other costs.

Streamline Your Customer Onboarding Process

Customers like to be guided no matter how many support tutorials you offer them. Chatbots prove to be handy to educate customers and ease the onboarding process.

Designing a Killer Bot!

How to design a chatbot?

1. Define the business goal of the Bot.
2. Decide between rule-based and AI
3. Choose an avatar, personality and tone
4. Design the experience with the user in mind
5. Be honest! Tell the user it’s a bot.
6. Keep the conversation simple
7. Perform A/B Testing
8. Give users an option to chat with a human

Art of the Possible – TechnologyEinstein chatbots

Advanced solutions delivered by a seamless customer experience:

  • Embed iFrames within the chatbot
  • Embed custom LWCs with the chatbot
  • Execute Salesforce Flows
  • Run Apex/Javascript to call external APIs
  • OpenAI
    • ChatGPT – Advanced AI
    • Real-Time Language Translation

How to Build a Bot?

Salesforce Einstein Bots

Build one bot that can live on many channels—SMS, Chat, Slack, Facebook Messenger, and more—and speak multiple languages. Bots can automate your company’s frequent tasks, increasing your deflection rate and freeing up agents for more complicated requests.

Take your Chatbot to the Next Level

Customer Authentication Workflows

Validate customer prior to sharing personal data.

Real-Time Data Integration

Chatbot retrieves relevant data not stored in Salesforce via APIs providers customers a seamless experience.

Payment Integration (e.g. Chase, Stripe, etc)

Bot guided flow to receive payment via a vendor i-frame to secure PCI data. Retrieve account balances and billing information via APIs (not stored in Salesforce).

Allow customers to update their personal information

Perform automated data standardization and validation  (ie. address, email, phone #s).

Transfer to the “right” Live Agent

Based on the Chat Experience, use Omni-Channel to transfer the customer to the correct queue.

Personalized experience

Use dynamic metadata to provided a branded or regional contextual dialog responses.

One bot, different experiences

Different deployments allow a business to execute the same bot to many different sites and represent multiple brands.

chatbot customer story
Customer Story

Improving Customer Experience and Self Service with Chatbots & AI

A leading retail energy provider was experiencing increased customer service inquiries via call center and live chat. Read how an AI-powered Chatbot helped improve self-service and minimized the need for customer service calls. Read the Full Story Here.

In 3 months:

  • The Chatbot served over 24K unique customers, averaging 8K monthly
  • Deflected 30K calls or live chats, which included all chats that did not require an agent follow-up
  • Provided support for common issues, including fielding 1300 billing inquiries
  • Resulted in substantial cost savings for the company in call deflection (Industry standard is $3/per call average)

Have Questions?

Chat with Subi or Keegan

Keegan Klauke

Principal, Salesforce

Subi Philip

Partner, Salesforce Practice
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