Road to Dreamforce Part 3: AI Use Cases with Five9 and Salesforce Service Cloud Voice BYOT

In my previous blog, Unlocking the Future of Contact Centers: The Power of Five9 and Salesforce Integration, I talked about updates to our Service Cloud Voice offering enabling Einstein AI. If you didn’t get a chance to read that, take a look before diving into this article. 

There’s been a lot of talk about AI and how it can help transform the customer experience (CX). Organizations are looking to leverage AI to automate routine tasks, enhance data insights, and increase upsell opportunities – just to name a few. What are ways to achieve this? We’ll dive into various use cases that can help organizations see what’s possible with Five9 for Service Cloud Voice BYOT. 

1. Automate Routine Tasks 

Every second counts in customer interactions, especially with dissatisfied customers. With Einstein AI, real-time transcription captures every voice interaction between the agent and customer. This lets agents fully concentrate on the customer, eliminating the need for manual note-taking and ensuring accurate details are recorded for faster resolution.  

After a call is dispositioned, auto-summarization from the call transcription is automatically added to the contact record, eliminating the need for agents to manually type a summary. Administrators can configure agent after-call work (ACW) by setting a specific time limit for agents to complete before moving onto the next one, improving time management.  

2. Enhanced Data Insights

With Five9 TranscriptStream powering next-best-action recommendations, agents receive contextual guidance during live interactions. By analyzing the conversation context, keywords, and customer, Einstein AI suggests the optimal next step for the agent.  For instance, if a customer inquires about order status, Einstein can automatically search the customer’s profile and associate the correct order – without even asking the customer what they ordered or the order number itself. This valuable data is stored seamlessly within Service Cloud, saving agents time by removing the need for manual searches.  

Additionally, with Five9 telephony directly integrated within Service Cloud Voice, call details, recordings, and metadata are automatically logged in Salesforce. This ensures that all customer interactions are captured and easily accessible, with call recordings directly embedded in the customer contact record after calls are dispositioned. 

3. Upsell Opportunities

Now that you have data context integrated within Service Cloud Voice, you can unlock new upsell opportunities. By understanding who is calling, their needs, and utilizing AI tools, you can equip your agents with the tools they need for best-in-class customer service. For example, say an agent is in discussion with a customer who happens to have a 5-year-old phone. With real-time transcription feeding into next-best action, this provides the AI engine with that context and can populate a card for the agent to talk about a special promotion for a new cell phone. This simple yet effective step can shift the conversation and drive revenue.