Einstein for Service case automation
Key Takeaway
Einstein Case Classification can save predicted case field values with the Automate Value option, and Einstein Case Routing can then run your existing case assignment rules. Together, they classify and route a case without a rep touching it.
Einstein for Service is a set of AI tools that help service reps at every stage of a case, from creation and routing to resolution. Three key tools handle case automation. Einstein Case Classification and Einstein Case Wrap-Up learn from your closed cases to fill in case fields, and Einstein Case Routing sends cases to the right rep or queue. Setup is point and click, with no code, algorithms or app building required.
What each Einstein for Service feature does
Each Einstein for Service feature targets a different stage of the case lifecycle. The features for case automation work like this:
- Einstein Case Classification predicts field values on incoming cases.
- Einstein Case Routing works with Einstein Case Classification to triage and route cases to the right rep or queue.
- Einstein Case Wrap-Up recommends case field values at the end of a customer chat, so reps can close cases quickly.
The other features help reps and customers during the conversation itself:
- Einstein Bots automatically resolve common issues on chat and messaging channels.
- Einstein Reply Recommendations analyze chat transcripts to suggest replies.
- Einstein Article Recommendations suggest knowledge articles on open cases.
- Einstein Next Best Action uses data insights and business rules to recommend offers and actions. For example, it can recommend an offer for a customer with high attrition risk.