chatbotsalesforce-blog

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Salesforce debuts chatbot building tools

Companies have another set of tools at their disposal to build chatbots. Salesforce CEO Marc Benioff has begun touting a new LiveMessage service that's aimed at connecting his company's Service Cloud with messaging services like Facebook Messenger and SMS.  

Benioff is pitching the new service as a way to turn messaging apps into a user interface for Salesforce, in addition to serving as a tool for connecting people with their friends. It will power bots, in addition to direct communications between service representatives and customers. Right now, LiveMessage works with SMS, and it will be expanded to work on Facebook Messenger later this year.

With the launch of LiveMessage, Salesforce is joining a pantheon of different tech companies competing to provide the underlying technology powering companies' bots. While announcing the product on stage at the company's Dreamforce event Wednesday, Benioff talked about how it would facilitate "conversations as a platform," cribbing a phrase directly from Microsoft CEO Satya Nadella's discussions of his company's bot-making tools.

[ Related: Tech event calendar: Upcoming shows, conferences and IT expos ] In addition to Microsoft, Salesforce will also be competing with Facebook, Google, Oracle and a host of startups. Salesforce has an advantage, as the home of customer data for its fleet of users. Easily connecting that information with logic that can operate a chatbot might be an appealing option for businesses looking to create one without a ton of work.

In addition to running bots, LiveMessage can also be used to connect customer service representatives with users for a live chat session over a variety of platforms. That means it would be possible for users to message a business on Facebook, and get connected with a person who can help them. With LiveMessage, that person would be able to handle the conversation through Salesforce.

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Chatbot integration with Salesforce

We are living in a digital age where customer relationship management (CRM) is essential for every enterprise that wants to successfully evolve using technology. Today, enterprises want to leverage round-the-clock interactions with their customers with a single touch point. The value of CRM data is gradually increasing, especially now as chatbots are being integrated with enterprise software. Salesforce is one of the best-in-class platform service that allows enterprises to leverage artificial intelligence (AI) and automate their CRM. With Salesforce chatbot integration, you will have a chatbot residing in your system, allowing you to take charge of multiple functions. Siri, Alexa, Facebook, and Slack chatbots have already made this way of accessing information popular. Rather than searching for information on the website or navigating through the applications, a chatbot can simply bring you the relevant information straight to your chat box.

Smart chatbot for BFSI industry – What can it do for you? Webinar agenda Introduction to chatbot – The intelligent assistant Capabilities of a smart chatbot Current chatbot adoption in BFSI Challenges of BFSI industry Chatbot use cases in BFSI Chatbot demo

Chatbot with Salesforce: How does it work? Salesforce platform is API first, so it’s easy to integrate a chatbot with Salesforce. Salesforce is a large application in itself and integrating a chatbot will allow the user to quickly access information, without leaving the task being perfomed. A Bot Toolkit is provided in Salesforce with featured components that will help you get started. Let’s take a look at some of it’s features;

Chatbot integration with Salesforce salesforce diagram.

Bot Commands Bot Commands are custom objects that are used to store chatbot commands. A Bot Command is functioned to create a mapping between expressions (to understand the pattern for the user’s question) and an Apex Class is featured to provide the logic to the generated response. For instance, you may ask a question such as ‘find contact Alan’, ‘search contant Alan’, or simply ‘contact Alan’. All these are the regular expressions that the Bot Toolkit will pass to HandlerFindContact, where ‘Alan’ will be identified as a parameter. A series of standard bot commands are available in the Bot Toolkit and Apex handler classes. You can also add your own bot commands and provide mappings between regular expressions and your own Apex handlers.

Apex Classes The Bot Toolkit is facilitated with series of Apex Classes, in which, the Bot Controller is co-ordinating the conversation using submit method to submit a response. The submit method is the area where the Bot Controller will try to match what the user has typed, a regular expression defined by Bot Commands. If a match is found, the Bot Controller will use the handle method in a corresponding handler class. Finally, the Handler Class will utilize a series of utility classes to select the appropriate format for a response and send it to the user, such as Bot Response, Bot Message, Bot Message Button, Bot Item, Bot Record, and BotField.

Insights 10 vital features without which your chatbot platform is a lame duck Chatbots are no longer restricted to just consumer facing operations but are increasingly being deployed for increasing employee productivity inside the enterprise as well.

Stateful Conversations In case of straight question/answer interactions received during the conversation, the Bot Toolkit will support such stateful conversations using a session object that represents the state of the conversation and that is passed back and forth between the server and the client.

[chatbotsalesforce-blog]

What is a ChatBot?

A ChatBot, as a rule, is an administration that is controlled by predefined business guidelines, contents and computerized reasoning through a conversational interface. With the ongoing ascent of Artificial Intelligence, ChatBots have turned into significantly more intelligent and they comprehend clients more precisely than a bot could ten years prior. An ever increasing number of organizations are presently investigating ChatBot as a down to earth channel to give moment administration to their clients.More Information  chatbotsalesforce

As far as I can tell in helping clients actualize the absolute first Einstein Bot, the main 3 request from their visit channel would now be able to be taken care of by a bot. These request types make up more than 1/3 of their general talk volume! All the more critically, they can visit with much more clients in the meantime and the bot does it quicker than any of their best operators. With the assistance from the bot on these overwhelming volume however basic assignments, their specialists presently have more opportunity to deal with complex client issues or esteem include exercises. I'm not catching this' meaning? Less operator handle time, less client hold up time, a superior client experience and progressively glad clients!

Know Your Transactions

So how can it work? As a matter of first importance, your ChatBot is exceptionally savvy, yet you have to show it what to do. How about we have a similar outlook as a client for a minute. They go to your site to complete certain things, such as getting request status or making arrangements. These "things" are ordinarily identified with the client's basic cooperations with your business. There may be a couple of people needing to check the climate figure however risks are most clients will probably go to a climate administration site.

To deal with the pecking request of things bolstered by your bot, here is some homework. Break down successive issues that your visit operators are helping clients with consistently and check whether those issues, such as booking an arrangement or checking status are sufficiently straightforward for a bot to deal with. These "things," regularly alluded to as "exchanges," will fill in as the structure squares of your bot.

Every one of these exchanges typically takes at least one sources of info and will likewise have output(s). Suppose your clients are tolerating a welcome to a gathering by means of a bot. You would at any rate inquire as to whether they are coming, and provided that this is true, their name and number of visitors, at that point react with an amicable message "A debt of gratitude is in order for coming." Because you are either asking or returning data one piece at any given moment, this RSVP exchange in the long run turns into a little discourse with numerous trades forward and backward between the client and the bot.

The Einstein Bot manufacturer is the new point-and-snap setup apparatus that enables us to construct discoursed in a bot. It underpins diverse sorts of assignments that can be designed in a discourse. You can Ask Question to accumulate data, and Send Response to restore the yield to the visit window. In the wake of social event client contribution on "Coming?" "Name" and "Number of Guests" you would call Run Script to spare their responses to Salesforce or even outer frameworks. You can likewise utilize Process Rules to control the stream with a specific rationale. On the off chance that a client says they are not coming, you don't need to make the other two inquiries.