On 19th November 2019, the Business software provider- Salesforce said that it will use the AI (Artificial Intelligence) technology of Amazon to improve the customer service apps.
Salesforce develops such software systems that companies use to collect customer information, such as what products or services the customer has purchased and how long they have been customers. Agents use this information to solve customer problems.
Salesforce said it will use Amazon’s web services technology to translate words spoken by a customer into text, where they can be translated into different languages or analyzed to determine if the customer is satisfied or not, all in real-time.
It further said: “From there, Salesforce’s software can read the text and make suggestions using data already in the business’ Salesforce-based systems, such as recommending answers to the customer’s questions”.
Salesforce’s president and chief product officer, Bret Taylor said: “the practical effect of the software could be as simple as not having to put a customer on hold. For instance, when a customer calls an insurance company to ask the size of a policy’s deductible, instead of an agent putting a customer on hold to look up the data, the software can fish it out of the system automatically”.
In an interview, Taylor said “It really shortens the time to resolution on these calls, which is really great for both sides of that interaction. For people who are in a contact center, improving the efficiency of all those calls is a huge cost (savings). And for you as a consumer, it means you get off that call more quickly, you solve your problem more quickly.”
Salesforce plans to disclose the software at a user conference on Tuesday in San Francisco that will attract tens of thousands of visitors to the city.
The partnership between Salesforce and Amazon bring both of them into more direct competition with call center technology providers like RingCentral Inc.
RingCentral has built cloud technology for call centers and recently entered into a deal to supply Avaya Holdings, which has evaluated sales or merger opportunities after working hard to develop similar technology independently.