Skip to main content

Service Cloud + ChatGPT

· 5 min read
GPTfy Team
GPTfy Team
GPTfy Product Team

Overview​

97% believe that AI helps reps save more time.

...Could AI be the missing piece of your customer service process?

Picture this: a futuristic world where AI-powered virtual assistants are like chatty tour guides, showing customers around your business with enthusiasm.

They’ve got skills, handling up to 80% of routine questions like pros! Not to mention their extraordinary multitasking abilities, helping your agents avoid grunt work (or, buying them the time to juggle hoops).

What can AI do for you?​

Now, AI isn’t just workaholic, it’s the ultimate strategist too. With personalized recommendations from your AI assistant, life can be easier, and work can be a lot more productive.

But, what are you doing to benefit from AI?

Think about it.

AI is a game-changer for Salesforce Service Cloud. It is capable of transforming how businesses plan and execute the process. The idea of replacing agents is a myth. What AI does is empower them to excel in their duties.

Is your Support losing $6000 a day?​

Consider a call center providing customer support for a business. The amount wasted on grunt work can significantly affect your ROI. You’re burning $6000 daily (approx) as 'Case data summarization tax'.

alt text

Transformation from Manual Grunt Work to Automation with GPTfy​

AI + Human Agents = Maximum Results

Don’t take our word for it. Put in your numbers and see the results here. AI can help eliminate grunt work and empower customer service reps by assisting them in various aspects of their jobs.

Service Cloud Use Cases​

We used GPTfy to assist the key attributes of a customer service process like Service Automation, Red Account Prevention, and Business Operations. The results are as follows:

Use CasesOutcome
Root Cause AnalysisThe AI system efficiently identified root causes of issues, ensuring accurate problem-solving while protecting customer data.
Auto-generated EmailAI-generated emails improved response time and ensured consistency in communication.
Sentiment AnalysisSentiment analysis helped identify trends to refine customer service, increasing satisfaction and loyalty.
Sentiment JourneyThe Sentiment Journey feature identified patterns in customer sentiment, enabling the company to address systemic issues.
Business DashboardThe business dashboard demonstrated the value and efficiency of AI, justifying its cost and promoting further adoption.

Download Service Cloud Use Case PDF​

Root Cause Analysis with GPTfy​

Overview: A customer has interacted with the service team via email or web interface. The customer’s case contains a wealth of information, including a back-and-forth exchange of messages.

Process: The service team initiated a root cause analysis using the GPTfy tool. Upon selecting the ‘root cause analysis’ option, GPTfy extracted all the available information from the case and a masked version to the AI for processing.

Analysis: GPTfy AI’s analysis revealed that the customer’s issue resulted from outdated firmware.

Outcome: GPTfy automatically populated the ‘root cause reason’ and ‘analysis’ fields on the case record, which can be utilized for automation.

Sentiment Analysis with GPTfy​

Overview: This instance explores how to use Salesforce Service Cloud with AI to understand customer sentiment and generate summaries.

Process: Using the ‘Summary and Sentiment’ function, AI processes customer interactions, generates summaries, and assigns sentiment scores (positive, neutral, or negative).

Analysis: The AI detects tone and dissatisfaction trends, providing brief summaries displayed in the Salesforce interface.

Outcome: Clear understanding of the customer’s sentiment at a case level with actionable insights.

Sentiment Journey with GPTfy​

Overview: Example from a global company using a ‘Follow the Sun’ model.

Process: The ‘Sentiment Journey’ option in GPTfy extracts interaction data and scores each one.

Analysis: Sentiment shifts from neutral to negative, with unmet resolution expectations.

Outcome: Valuable insights into sentiment trends over time.

Auto-Generated Emailing with GPTfy​

Overview: GPTfy automates follow-up email generation within Salesforce.

Process: Service reps use GPTfy to draft emails based on selected Salesforce opportunities. Data is anonymized and processed via OpenAI on Azure.

Analysis: GPTfy creates context-aware emails securely, saving time.

Outcome: Email drafting time reduced by 50%, enhancing productivity.

Key Considerations for AI Integration in Salesforce​

Usability​

AI must be user-friendly and contextually intelligent for widespread adoption.

Security and Compliance​

AI solutions must include data masking and built-in compliance mechanisms.

alt text

Optimal Approach​

An effective AI architecture includes:

  • User-friendly Prompt Engineering
  • Data Masking & De-masking
  • Integration with Salesforce
  • Multi-AI Partner Approach

alt text

AI - Hype vs Reality​

AI brings many benefits but also presents challenges like high cost or perceived complexity.

alt text

Future of Salesforce Service Cloud + Generative AI​

Generative AI integration can revolutionize customer service through increased efficiency and productivity.

alt text

What Sets GPTfy Apart From Other AI Clouds?​

  • Pricing: Starts at $15/user with support and upgrades.
  • 1-hour Configuration: Setup in an hour, includes 24/7 support.
  • Security & Architecture: Supports various LLMs and emphasizes data security.
  • Admin & Developer Features: No-code, profile-based access, with upcoming support for batch processing and Flow/Apex integration.