How Salesforce Chatbot Integration is Delivering Faster Results to Companies
In this digital age customer relationship management (CRM) has become critical for every business enterprise if it wants to evolve using Technology. Today businesses want to leverage information gathered through various interactions customers at a single touch. During the last decade technology adoption has grown leaps and bounds amongst all generations and have increased manifold. Customer today wants quality products and services at a lower price and on time. Every customer also wants to feel important from the brands they use and want effective communication with the company so that there requirement is tailor-made and met conveniently fast. To understand and serve customers bette,r businesses are opting for new technologies such as Artificial Intelligence and are integrating chatbot software into their customer care service.
Although chatbot have been around for quite some time but they had limitations as the automated phone systems. Chatbot today is powered by Artificial Intelligence and can immediately answer service enquiry in real time to the right person. By using Artificial Intelligence chatbot is able to solve more Complex enquiries and behave like an actual individual. As the value of CRM data is increasing therefore with Salesforce Chatbot Integration, enterprises are therefore able to leverage Artificial Intelligence and automate their CRM to provide best in class customer service.
As Salesforce platform is API first, therefore it is quite easy when it comes to Salesforce Chatbot Integration, a bot toolkit is provided while force integration which has required components for one to get started. Salesforce being a large application with ability to manage huge quantity of data integrating a chatbot with Salesforce helps to access the information quickly.
Some of the features of Salesforce Chatbot Integration are as following.
1. Bot Commands - To store chatbot commands there are some custom objects known as bot commands. A bot command is functioned to create mapping between expressions of the user questions and an Apex class which provides logic to the response. There are series of standard commands in bot Toolkit and apex handler classes. One can also add commands and do mapping between apex Handler and regular expressions.
2. Apex Classes – A bot toolkit is in built with series of Apex classes by which a Bot controller can co-ordinate the conversation using the submit method to submit response. The handler class use the series of utility classes to find appropriate format for response which is to be sent to the user such as bot message, bot record, bot item etc.
3. Formatting of Message - The bot component can format the message in various ways and provide response with the most suitable content for each message. Bot message can be in the form of list of items, text message or image.
Some of the benefits that Salesforce Chatbot Integration brings in for business Enterprises are mentioned as below.
1. It’s Lightning Fast - Salesforce chatbot integration make the entire customer service interaction lightning-fast by using popup window, SMS for text messaging or other AI enabled chatbot options. Chatbots can even resolve simple queries such as choosing the shipping options or payment options without any assistance of actual customer service agent.
2. Pre-empt Problems - Salesforce.com Integration Partners enables customer service easier and faster. It can pool, track and analyse data from customer interaction thereby helping managers or other department heads to pre-empt any possible problems and take preventive measures.
3. Efficient Forecasting - Chatbot integration is also helping businesses to be more efficient by use of AI enabled chatbot. The more a customer interacts with chatbot, more it learns and analysis information to provide customer input to your team for forecasting and planning
