Einstein for Service: Faster Set Up, Bot Profiles, Conversation Maps, and Smarter Bot-to-Agent Transfers

Einstein Bots support your agents and help your customers. Set up and test bots faster with fewer utterances and without intent models. Customize what your bots can do and access with custom profiles. Understand conversational design with visual representations on maps. Transfer bot conversations to the right agents by overriding default queues on chat buttons and channel IDs.

Intelligently Transfer Bot Sessions During Conversations
Transfer each bot session to the right agent or queue by overriding the default queue on Chat buttons or the channel ID for Messaging. Create rule actions that route conversations to agents in specialized queues.
Understand Conversation Design with a Dialog Map
Spot each conversation’s turns, references, and rule conditions with an easy-to-use visual representation. Build and create dialogs in Dialog Details, then switch to Map to see the conversation’s configuration and framework. Dialog Map is read-only, so you can’t create or update dialogs from it.
Set Up Bots Faster and with Less Preparation
Jumpstart bot implementations without adding 20 utterances or turning on Einstein to create an intent model for your bot. On dialog intents, you can choose to enter a few keywords that exactly match utterances used by customers. This “exact match” option helps you test and deploy simple bots faster. Exact match ignores capitalization but doesn’t overlook spaces or punctuation.
Customize Bot Actions with Profiles
Expand your bots’ capabilities and give them access to features like Field Service Lightning by assigning them custom profiles. Each bot now has a Bot User, which specifies what a bot can do based on licenses, permissions, and objects. By default, each bot has a Basic Chatbot User profile, but we recommend that you create a custom profile to broaden your bot’s behavior.
Give Agents the Right Steps and Top Results from Einstein Next Best Action
Combine recommendations from Einstein Next Best Action with other guidance, and show it all in a single place: the Actions & Recommendations component. Create actions and offers as recommendations. Refine and personalize them with action strategies that use business rules, Einstein predictive models, and other data sources. Present the best options with other actions so that your workers can find the right steps fast.
Optimize Button in Einstein Case Classification Was Removed
To simplify the Case Classification setup, we streamlined some options and removed the Optimize button.

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