Einstein for Service: Reply Recommendations, Multi-Language Article Recommendations, Enhanced Bot Event Logs, and Facebook Messenger for Bots

Recommend chat replies based on similar closed chats to busy support agents, and receive knowledge article recommendations in five new languages. Help support agents wrap up cases faster with field value recommendations that are based on chat data and closed case fields. Troubleshoot faster with Enhanced Bot event logs, and integrate skills-based routing so your bot can help your customers more quickly. Reach more customers on bots with nine new languages and Facebook Messenger support. Receive Einstein Case Classification predictions on lookup fields as well as checkboxes and picklists, and identify cases whose field predictions didn’t meet the auto-update confidence threshold.

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