Save service reps time and create a consistent service experience. Use Einstein
generative AI with Service Replies to draft and recommend relevant replies to service reps
during chat or messaging sessions, or for case emails. Or, use the predictive AI Reply
Recommendations experience with replies based on your Salesforce org’s closed
transcripts.
Required Editions
Service Replies uses Einstein generative AI to draft responses for your support team, without
requiring separate model training or regular Reply Recommendations setup. In a chat, Einstein
quickly drafts fluent and courteous replies based on conversation context. From the case,
Einstein drafts emails based on recommended Knowledge articles. . Add grounding to Service
Replies with Service AI Grounding or Agentforce Data Library to get recommendations based
on your Knowledge base, your uploaded files, or the case object.
Reply Recommendations without generative AI drafts replies based on your org’s closed chat
transcripts. No need to manually compose or search for replies. Service reps can select the
most relevant replies from a short list to post in open chats or messaging sessions. Reply
recommendations are extra helpful to new reps or to reps handling multiple chats
simultaneously.
- Einstein Service Replies
Increase customer satisfaction and reduce service rep handling time with AI-generated replies. Einstein Service Replies for Chat follows a Messaging Session or Live Chat conversation as it unfolds and then drafts and recommends fluent, courteous, and relevant replies for your service reps to review, edit, and post. Or, they can draft and send emails based on recommended knowledge articles, directly from the Case page.
- Einstein Reply Recommendations
Build a model that recommends relevant replies to support reps in the console during chat and messaging sessions. Replies are based on your Salesforce org’s closed chat transcripts, and Einstein recommends replies only if you’ve reviewed and published them.
