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Salesforce Boosts Customer Experience With Einstein Bots

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Salesforce CRM recently announced that its Einstein Bots are now generally available along with process automation tool Lightning Flow for Service.

With this, the company brings the next generation of Service Cloud Einstein to the market and combines customer relationship management with artificial intelligence for enhanced experience.

The services provided by the Einstein series as well as the Lightning Flow go hand in hand and the combined potential of these technologies alters customer service experience.

Today 80% of customers believe that customer experience provided by a company is as important as its products. Salesforce seems to be very well poised to take on this challenge with its game changing technology.

Nitty Gritty of the Services

Lightning Flow is a platform which equips businesses with tools to efficiently design and extend the power of process automation to customer or employee engagement processes.

The Einstein Bots for Service are capable of responding to customer requests immediately, simultaneously gathering basic information on behalf of a human agent, thereby saving time. It will also enable seamless agent handoffs when needed.

These bots are capable of improving their interactive capabilities after every service request, thanks to their machine learning and natural language processing features.

Einstein Agent and Einstein Answers are currently in the pilot phase.

Another pilot service is Einstein Next Best Action, which improves efficiency of agents by identifying intelligent recommendations and offers for customers, thereby increasing customer loyalty, upsell opportunities and reducing case resolution time.

Growth Driving Partnerships

Notably, Salesforce’s partner certification has witnessed stellar growth recently as more companies are willing to invest in its activities. Accenture is currently a global leader in the Salesforce implementation service space.

Dell, IBM, Amazon and Google are also some of the behemoths to partner with Salesforce’s cloud services, helping it expand international operations.

These innovations are proving to be accretive to its top-line growth, which has led the company to raise outlook for fiscal 2019.

Price Performance

The company’s relentless efforts to improve customer service has resulted in its shares gaining 42.1% year to date compared to the industry’s rally of 17.6%.



Zacks Rank and Stocks to Consider

Salesforce currently carries a Zacks Rank #3 (Hold).

Some better-ranked stocks in the broader Computer and Technology sector are Adobe ADBE, YY YY, and Verint VRNT. All three stocks sport a Zacks Rank #1 (Strong Buy). You can see the complete list of today’s Zacks #1 Rank stocks here.

Long-term earnings growth for Adobe, YY and Verint is projected to be 16.20%, 26.43% and 10%, respectively.

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