What do Einstein Bots do in the context of customer service?

Einstein Bots are designed to enhance customer service by automating responses to common inquiries and processes. Their primary function is to interact with customers in real-time, providing immediate answers to frequently asked questions and efficiently gathering case details when necessary. This automation allows organizations to streamline customer interactions, reduce wait times, and improve overall service efficiency.

By handling routine queries, Einstein Bots enable human agents to focus on more complex issues that require personal attention. This not only enhances the customer experience by providing swift and accurate responses, but it also optimizes the workload for support teams. Moreover, the bots are capable of collecting essential information during interactions, which can then be used to create cases or facilitate further support processes, thereby ensuring a more seamless customer journey.