I love Einstein Bots because they help lighten the load on customer-facing teams. By handling basic tasks, they free up your employees to tackle the tougher questions. The number of digital shoppers increased by 40% in Q1 of 2020, and more customers are relying on digital systems to get information, process returns, and troubleshoot problems. And as a Salesforce Admin, you have everything you need to create a bot that can listen to your customers.
Before we begin…
Here are some terms you should know to understand what’s going on inside Einstein Bots.
Natural Language Processing (NLP) is the process that the bot uses to extract customer text, and Natural Language Understanding (NLU) takes that text and identifies the intent, or what action to take. When the customer types “Hi, please change next Tuesday’s appointment” into the bot, it knows to launch the “Change Appointment” dialog and start to change
Leave a Reply