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Salesforce Service Cloud Gets New Advanced Embedded AI, RPA and Call Mining Features

With barely a few days left from the launch of #DF21, the biggest martech event on the planet, Salesforce has announced new AI-based innovations and features for its Service Cloud.

Last week, Salesforce had announced new innovations to its Sales Cloud for revenue intelligence, showcasing new dimensions of Artificial Intelligence and predictive analytics for virtual sales. Today, the largest CRM maker has announced new AI-based innovations for the Contact Center and Customer Services management teams.

From AI to RPA, from voice to call mining, Salesforce Service Cloud is taking service agent experiences management to a new height. It showcases the way Salesforce developers and AI engineers are working tirelessly to bring together messaging, phone interactions, digital channels, and CRM data in one central workspace for service agents.

Why Agents Should Seriously Think About Disruption-free Customer Service

Is your service roadmap disrupted?
Are you focused on delivering a proactive service experience to your customers?

When you know you are falling behind in delivering proactive service on call or chat, your brand is losing massive traction from your customer base. Sometimes, these spiral into losing revenues and loyalty — both, massive leaks considering the ongoing pandemic crisis.

So, it’s an undeniable truth – service experience is one of the pivotal components of delivering world-class Customer Experience and retain loyalty. According to Gartner, 87% of the customers that were surveyed for a market research study stated they didn’t receive any proactive service.

Pie chart displaying how 87% of customers did not receive proactive service and 13% received proactive service.

Salesforce Service Cloud could change this.


The new AI-powered workflows and contact centers innovations in the Service Cloud would empower customers deliver world-class experiences through human intelligence synced with machine learning and data science capabilities. The new innovations are stitched with industry-recognized Salesforce Customer 360 platform, empowering every contact center team with the unmatched ability to predict, route, and solve customer needs.

New workflow capabilities within the Salesforce Service Cloud include Customer Service Incident Management, Swarming, and Omni-channel routing in Flow.

Service disruptions can badly impact a brand’s reputation. To avoid untimely service disruptions, service teams can leverage an incident management platform. Salesforce has taken the lead here by announcing an agile incident management product that extends much beyond the usual workflows of a conventional contact center. The latest AI-driven Customer Service Incident Management features cutting-edge omnichannel routing in Flow that enable any remote service team to provide fast, proactive, trusted customer service experiences. In fact, customers can accelerate incident resolution operations and respond to service disruptions in real-time.

Salesforce Service Cloud is also getting “Swarming”- a feature that automatically builds a network within the Slack communities and embraces a faster incident resolution roadmap with correct escalations and reporting hierarchy. There is a bit of AIOps involved, as Salesforce informed it is working with partners like PagerDuty to further accentuate the incident management capabilities on Cloud.

What AI Does to Salesforce Service Cloud?

Salesforce is lightning fast when it comes to delivering personalized incident management capabilities for Service Cloud customers. The latest set of product innovations revolve around Salesforce Einstein, the company’s in-house AI platform.

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Salesforce Service Cloud Gets New Advanced Embedded AI, RPA and Call Mining FeaturesAt the time of this announcement, Clara Shih, CEO of Service Cloud, Salesforce said – “The businesses that have thrived over the last 18 months are those who embraced digital tools to deliver excellent customer and employee service experiences with trust and transparency.”

Clara added, “With new AI and process automation for Service Cloud, as well as Slack to provide a digital hub to quickly resolve issues across teams and departments, we’re giving agents more time to focus on providing human-centric service and giving customers fast, proactive service to build trust and loyalty.”

Salesforce has announced the Omni-channel Flow to simplify the whole cycle of services management on Cloud, creating simplified routes for any service team to sync their CRM data for routing cases, calls, messages and chats. Service Cloud extensively uses the Salesforce Einstein Case Classification and Einstein Article Recommendation in Flow. With Einstein AI capabilities, the Service Cloud with Flow automatically routes the incoming calls to best queue sequence, agent or process. All this happens with auto-respond capabilities relevant to save costs and drive better efficiency.

So, yes, AI capabilities can save any contact center team cost and resources big time!

The RPA Arrives for Service Cloud

Now, this is the most attractive quality of Salesforce Service Cloud – the Robotic Process Automation (RPA). Built on the similar platform as that of Servicetrace (Salesforce acquired Servicetrace recently), the RPA within Service Cloud allows any service team to take out manual data entry out of equation and in return, embrace highly reliable automation capabilities with embedded AI. All this removes the need to stick to legacy systems that are slowed down due to lack of sufficient APIs. Users can scale their customer service teams using RPA and AI embedded within their Service workflows.

Patrick Spence, CEO of Sonos. “Automation enabled us to speed up responses and resolve inquiries faster, so that when we were faced with an influx of new customers, we were able to provide great experiences that turned them into loyal listeners.”

Deep Learning for any conversation

Einstein Conversation Mining is the secret ingredient that could turn any service agent into a superhuman. With the Einstein Conversation Mining in your kitty, you can continuously improve and optimize self-service channels and knowledge using Deep Learning and NLP.

Similarly, the Visual Remote Assistant creates a seamless medium for 2-way face-to-face video and audio interaction, taking service-based communication to an all-new level.

Now, what about staffing?

90% of the service agents are working from home or remotely, as per 71% of the service leaders interviewed by Gartner. Which means, service leaders not only need a powerful technology stack on Cloud, but also require something that would solve their perennial staffing issues, mostly related to talent management and employee experience.

Service Cloud has answers for these staffing problems too.

Meet Workforce Engagement Intraday Management that helps managers to close gaps in their staffing volume. This works especially well in there is any unforeseeable disruption due to staffing operations, such as shift-changes or call volume spikes.


If you have a Service Cloud or AI ML product that solves real-time business problems, please share your experience with us.

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