Salesforce Launches New Solution that Uses 3rd-Party Data to Power Generative AI and Self-Service Experiences

Salesforce has recently announced the launch of Unified Knowledge, a new solution designed to integrate organizational knowledge resources from various third-party systems into Salesforce. This integration aims to enhance the efficiency of service agents and accelerate the resolution of customer cases.

Coupled with customer data in Salesforce Data Cloud, this aggregated knowledge helps produce accurate, relevant generative AI content for service agents to deliver faster, more personalized customer experiences.

Key features of Unified Knowledge include:

Aggregation of knowledge: It combines Salesforce knowledge articles and resources from third-party sources like SharePoint, Confluence, and Google Drive.

Generative AI content: Coupled with customer data in Salesforce Data Cloud, it helps produce accurate, relevant generative AI content for service agents.

Einstein for Service: Built on the Einstein Trust Layer, it uses AI to improve service team productivity and customer experience.

Knowledge Answers in Bots: It can automatically generate answers to customer inquiries within a bot, based on a company’s complete internal and external knowledge base.

Einstein Copilot for Mobile Workers: This feature allows mobile workers to ask questions and receive instant responses, sourced from the full slate of a company’s organizational knowledge.

Search Answers: It generates answers to both agent and customer questions grounded in a company’s trusted knowledge base and surfaced directly within a customer portal or agent console.

The introduction of Unified Knowledge is significant as it promises to provide the right answers at the right time to agents and AI assistants, thereby delivering faster, more personalized customer experiences¹. It's also available in open beta for Salesforce customers with Service Cloud Unlimited Edition, Einstein 1 Service Edition, or the Knowledge Add-On. The full capabilities of Unified Knowledge, including Knowledge Answers in Bots, will be generally available in June 2024.


Post a Comment

Previous Post Next Post
Like this content? Sign up for our daily newsletter to get latest updates.