You never know when you’ll find yourself in conversation with a chatbot. I recently went to SiriusXM’s customer support site to find a resolution for a streaming issue. I was half-heartedly expecting to chat with an agent. Instead, I was greeted by Melody – an AI chatbot.
Ever the fan of self-service, I was excited to meet Melody. But almost immediately – I was disappointed. At precisely this moment of our ‘conversation’, I realized that while Melody may be powered by AI, she’s not yet an intelligent system that’s capable of dealing with complex queries:
So many options but one slight problem – my issue didn’t fall into any of these categories.
My next step? Query the chatbot with language that I hoped would get me in touch with a live agent from customer service :
Eventually, I got hold of an agent who resolved my issue on live chat. But this also took me more than a couple of steps. And you can see the effort level increasing with each step.
Melody, bless its hard-coded heart, maybe a salesforce einstein chatbot but without the power of AI – it’s unable to fully replace a human agent.
When you really think about it, the entire customer experience could have turned out a lot worse.
“What if my issue doesn’t fit into the generic categories? “
“What if I’m not savvy enough to know that I can type in “talk to an agent” to get my chat handed off?”
Now imagine a world where a customer can find what he or she is looking for, immediately, without any delays, frustrations, or intervention from the customer service team?
Even a Salesforce Chatbot Sometimes Needs Help
I’m not trying to pick on Melody or SiriusXM. The truth is, a lot of chatbots underwhelm. You don’t want a chatbot experience where it feels like you’re talking to a wall.
Usually, the customer interaction goes something like this:
Even if you have opted for a solution as sophisticated as an Einstein AI Chatbot – that’s set up perfectly in Salesforce Lightning – your chatbot may still struggle to decipher complex queries.
When it comes to Salesforce integration, typically, the Salesforce Einstein Bots we encounter are missing a few key ingredients:
- No defined purpose and personality
- Content index limited to only a few sources
- Limited or no intent detection
- Lack of personalization
- Limited search and recommendation capabilities
To improve self-service and case deflection for Einstein Bots, specifically, companies need to do better than this flat “decision tree” experience.
The good news is that a little bit of chatbot intelligence can go a long way to achieving just that.
How Does Artificial Intelligence Help Einstein Bots?
What’s missing from so many chatbot experiences is contextual relevance. And that’s where Coveo, the Relevance Company, steps up.
Coveo for Einstein Bots maximizes relevance by weaving enterprise-grade, AI-powered search and recommendations into Salesforce chatbot dialogs.
It allows you to enjoy the best of both worlds, really: when Salesforce Einstein Bot can handle simple issues straightaway, it will; when the customer’s queries “go off script,” Coveo AI can interpret the customer’s language and suggest relevant results.
What’s more, the Coveo for Einstein Bots brings in content from the entire ecosystem – from sources inside and outside of Salesforce CRM. This can include YouTube videos, blog posts, and even community content. Simultaneously, the algorithm looks at other available customer data such as previous activity, preferences, etc. – to further pinpoint the most relevant content for a given query.
Keep It Relevant Even When Customers Go Off the Script
Einstein Bot is really effective when customers have a logical task to complete, such as “Login / Password Reset,” “Radio Refresh,” or “Cancel.” For those use cases where the customer has a more complex or nuanced query, Einstein Bot needs the help of a more complex and nuanced relevance engine. A relevance engine pulls together all of your existing content, and searches through it using user intent and interactions.
In my SiriusXM experience, I needed something a little off the script: my streams on the desktop app were delayed and choppy. Here’s how my SiriusXM chatbot adventure might have looked with Coveo’s unified index integrated into the Einstein Bot experience:
When I ask a question the chatbot isn’t programmed to answer, it can trigger a Coveo search query and display the top three results. Those search results are based on my query language, profile data, and so on.
The chatbot can even serve up smart snippets, extracting relevant pieces of information from content related to the query. This gets customers to an answer even faster.
Deliver Real-Time Relevance Leveraging Artificial Intelligence
There was a time when I shared the sentiment that chatbots are dead.
It’s all hype! – the pundits shouted, rattling their pitchforks. Now that chatbots have evolved to include conversational AI capabilities, I for one have put my pitchfork down.
I’m more optimistic that chatbots can be helpful friends.
That said, I still stumble across pitchfork-worthy chatbot experiences with too much frequency. Fear not, Melody. Keep the faith, Einstein Bots! You’re not headed off to the scrap heap just yet. That is, assuming your creators give you the extra lift you seem to need.
See, for the Melodies and Einstein Bots of the world, generic playbooks won’t cut it anymore. The time is now to bring in artificial intelligence and machine learning capable of connecting more dots in real time-of delivering up-to-the-millisecond relevance throughout every chatbot experience.
Upgrading chatbots is just one of the many ways Coveo can enhance your Salesforce platform. Not only can it bring your enterprise content and data into Salesforce, it can also help employees remain in the flow of work and enhance their proficiency.
Looking for real-world examples of how the powerful combination of Coveo and Salesforce is transforming service? Check out our ebook, 5 Companies Using Coveo & Salesforce to Transform Service.