September 15, 2023

Spinnaker Support is here, in San Francisco, reporting back with our insights from day two of Dreamforce 2023. We’ve just attended “Service Keynote: Reimagine Service for the AI Era,” and we’re still in awe of how dramatically AI is reshaping the service cloud.

In the conference’s opening keynote, CEO Marc Benioff announced that Salesforce would be integrating Einstein, its new Large Language Model, into every aspect of its technology. And now that we’ve learned about Einstein for Service, we’re thrilled that it’s capable of supporting every customer at scale, in addition to increasing departmental savings through improved productivity.

In case you weren’t able to attend this session, we have a number of key takeaways for you:

  • Because Einstein for Service promises to virtually eliminate manual processes — saving time, money, and frustration — it immediately solves two overwhelming challenges so many service teams are facing: rising case costs amid a 25% budget cut and the predicament of converting numerous old manual processes to the cloud and then finding them unscalable.
  • The introduction of Einstein for Service promises to mitigate common issues by learning the skills to complete various tasks, and by automatically providing suggestions and insights.
  • Einstein’s generative answers will be added to existing portals and chatbot functionality, increasing the likelihood that customers will have their questions answered faster and more precisely.
  • Piping its service history into the marketing engine, Einstein for Service connects with the Field Service and Sales Clouds to attempt additional selling opportunities.
  • Salesforce made it very clear that Einstein’s function is not to replace customer service teams, but rather to free up agents for solving higher-value and more complex problems.

Needless to say, at Spinnaker Support, we’re eager to see the reactions of both service agents and customers when Einstein starts solving complex problems quicker and more efficiently, without needing to involve agents.

Stay tuned for more Dreamforce 2023 session coverage — and be sure to contact Spinnaker Support directly to chat about Salesforce’s newest improvements and how to apply them to your ecosystem.