“Limitless.” That’s how Kishan Chetan, the Executive VP and GM of Salesforce Service Cloud, describes the future of AI in customer service. Kishan Chetan explains why customer experience has evolved from deflecting customer interaction, and how state-of-the-art tools like Agentforce is the key to providing proactive customer engagement, meaningful connection for employees and customers alike, and equitable accessibility for every type of customer.
Whether you’re searching for that hidden, game-changing data that’s currently free-floating in an untitled spreadsheet, or you need to centralize your customer’s feedback so every department offers impeccable service, or you simply want to know how to choose, pilot, and customize the right AI tool for your business… this episode is for you.
Key Moments:
- 00:00 Introduction to Customer Efficiency
- 00:36 Welcome to Experts of Experience
- 00:41 Transforming Customer Service with AI
- 02:06 The Limitless Future of AI
- 03:48 Proactive and Reactive AI Service
- 05:47 Introducing Agentforce
- 07:49 AI Agents vs. Chatbots
- 09:43 Human and AI Collaboration
- 17:15 Real-World Examples of AI in Action
- 22:58 Leveraging Unstructured Data for Better Operations
- 23:20 Unified Knowledge: Powering AI with Comprehensive Data
- 24:03 Challenges in Centralizing Data for AI
- 25:55 Importance of Quality Data and Human Curation
- 26:47 Practical Tips for Implementing AI in Customer Service
- 28:16 Choosing the Right Channels for Customer Interaction
- 29:21 Balancing AI and Human Interaction
- 31:37 Piloting AI Solutions for Maximum Impact
- 32:23 Creating Exceptional Customer Experiences with AI
- 36:04 Future Trends in AI and Customer Service
- 38:25 Potential Pitfalls and Considerations
- 41:34 Optimizing Customer Experience: Real-World Examples
- 44:04 Advice for Customer Experience Leaders
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