Salesforce wants to supercharge customer service workflows with artificial intelligence. Toward that end, the San Francisco company today revealed a slew of AI-driven features headed to Service Cloud, its customer relationship management platform, including article recommendations and automated case routing.

They’re well-timed, says Salesforce. According to its 2019 State of the Service report, 88 percent of “high-performing” service organizations are poised to make significant investments in service this year, while 82 percent of executives say that their company’s customer service must “transform” to stay competitive.

“We are living in a new age of service where today’s customer expects great experiences at every stage of the buying cycle and across any channel, making the agent’s role more critical and more challenging than ever before,” Bill Patterson,

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