Salesforce Meets IoT Demand With Cloud Intelligence Engine

Salesforce has released a platform which it claims will help companies offer better customer service through data science.

The ‘Intelligence Engine’ for its Service Cloud has been created to take advantage of the increasing amount of connected devices brought about by the Internet of Things, and the increased need for rapid and accurate customer service that it demands.

Data science

Mike Milburn, SVP and GM of Service Cloud, Salesforce, said: “The Service Cloud Intelligence Engine harnesses the power of data science to improve workflows, business processes and deliver seamless customer service across any channel.”

“Now companies are prepared to exceed their customer’s increasingly high expectations for smarter service.”

The platform’s key features are:

•  Intelligent Business Processes: Dynamically assign cases to agents based on skill set, case history, presence or communication channel—email, web, phone, video chat or SMS. Using advanced workflow automation, the Intelligence Engine can also trigger any business process, such as escalating cases beyond the support department to sales or marketing. For example, a support center can route cases from VIP customers to top agents or distribute potential sales leads to the best teams or individuals equipped to upsell.
• Intelligent Workload Management: Automatically distribute and manage agent workload to respond to the unpredictable demands of omni-channel support. Rather than relying on a manual process to fill an agent’s queue with cases, Intelligent Workload Management will automatically distribute cases to agents based on their expertise to handle specific types of cases, as well as their caseload, to maximise their productivity. For example, Service Cloud will suspend pushing cases to an agent if they’re on a video chat or factor in how much to decrease the workload for an agent who will soon be on break.
• Omni-Channel Customer View: Customers can start a conversation on one channel and transition to another without having to continuously identify themselves, rehash the problem or bring a new agent up to speed. For example, a customer with an open email case who requests a video chat will automatically be routed to the same agent working on the email case.

Last month, Salesforce posted revenues of $1.44bn for the quarter ending January 21, a 26 per cent year on year rise. The firm’s outlook looked healthy with increasing demand for its cloud services.

In a conference call, Salesforce CEO Marc Benioff said: “My dream is crystal clear – to be the first in the cloud and fastest to $10 billion in software and then onward,” Benioff said in a call with press and analysts.

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