AI-Driven Customer Service Automation in Insurance: Leveraging Salesforce Einstein Chat Bots and GTM Apps

Authors

Kiran Konakalla

Abstract

In today's digital landscape, insurance companies are utilizing AI-driven automation to streamline their customer service operations. Salesforce Einstein Chat Bots and GTM Apps integrated with Service Cloud provide robust tools for automating common customer interactions, pulling knowledge articles, creating cases, and automating surveys. These chatbots, powered by machine learning, reduce the burden on customer service agents by handling routine inquiries and freeing agents to handle more complex cases. This paper explores the configuration of these chatbots in Salesforce Service Cloud, offers examples of Apex code to support automation, and highlights key performance indicators (KPIs) critical for measuring success in customer service automation.

Keywords

Salesforce Service Cloud, Einstein Chat Bots, GTM Apps, Automation, Customer Service, Knowledge Articles, Case Management, Surveys, Apex Code, KPIs, Insurance Industry

AI-Driven Customer Service Automation in Insurance: Leveraging Salesforce Einstein Chat Bots and GTM Apps. Kiran Konakalla. 2024. IJIRCT, Volume 10, Issue 2. Pages 1-4. https://www.ijirct.org/viewPaper.php?paperId=2411074