Which AI feature in Salesforce suggests AI-generated replies for customer service cases?

Einstein Service Replies is the feature within Salesforce designed specifically to suggest AI-generated replies for customer service cases. This functionality leverages Salesforce's artificial intelligence capabilities to analyze incoming customer inquiries and generate appropriate responses, helping service agents streamline their workflow and improve response times.

By utilizing machine learning, Einstein Service Replies continuously learns from previous interactions, enhancing its suggestions over time for better accuracy and relevance. This leads to improved customer satisfaction as agents can respond quickly with well-informed and contextually appropriate messages.

The other options, while part of Salesforce's suite of tools, serve different purposes. For instance, Salesforce Voice Assistant focuses on voice interactions rather than responding to written customer inquiries. Omni-Channel AI Supervisor is geared towards managing and optimizing agent workloads across different channels, overseeing the distribution of cases rather than providing reply suggestions. Automated Email Routing, on the other hand, deals with directing emails to the right agents or queues based on certain criteria, without generating responses.