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Salesforce adds chatbots to Service Cloud Einstein

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Salesforce has added chatbots to its customer service platform.

On Wednesday the company announced that its newest update to Service Cloud Einstein would include a full rollout of what it calls “Bots for Service” – a machine learning-powered platform that automates “routine service requests” while seamlessly transferring unique ones to human agents.

In other words, chatbots, although the company’s press release doesn’t actually use the phrase.

The update also includes what the company calls “Lightning Flow for Service,” a tool that allows businesses to quickly design and automate customized customer service processes; and in its Wednesday announcement Salesforce also said that it’s testing Einstein Next Best Action, which essentially would allow Salesforce........

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