Help Your Chat Agents Respond Faster with Einstein Reply Recommendations (Pilot)
Why: When you set up Einstein Reply Recommendations, Einstein examines closed chat transcripts to produce a list of suggested replies that agents can use while they chat with customers.
After Einstein creates suggested replies, approve or change them to meet your business’s needs. After an admin approves the replies, the replies appear in the Einstein Suggestions Card in the Lightning Service Console. As agents chat with customers, Einstein analyzes the chat and dynamically surfaces the most relevant replies. Agents can select and send the suggested replies that best resolve their customers’ issues.
- You use chat in the Lightning Service Console to support customers.
- You have at least 1000 closed chat transcripts in English.
How: For information on enabling this feature, contact Salesforce.