The arrival of generative Al and the announcement of generative Al capabilities in Service Cloud Einstein has raised awareness of the opportunities to drive improved service efficiency and customer outcomes with Al. Although generative Al is relatively new, Al and automation are not:

Salesforce Service Cloud Einstein was released in 2016, and has 10 features purpose-built for service that are generally available today. Many organizations have been taking advantage of those capabilities for years to deliver better customer experiences, drive process and service efficiencies, and gather more and better data.

In Valoir’s recent study, Assessing the Value of Al and Automation, we found that 39 percent of the average customer service agent’s repetitive work tasks could potentially be automated by Al, and that automation is already underway in most organizations: the average agent has seen 14 percent of their work automated in the past 2 years. However, service leaders must balance the potential benefits of Al with the potential risks. As such, companies must look to trusted providers to ensure data privacy and security and reduce the risk of adverse outcomes.