A short Salesforce/Customer testimonial (YouTube video) featuring Air France‑KLM staff describing their deployment of the Einstein One platform to unify data and improve customer-service speed and quality. Speakers report that previously agents clicked through seven or eight systems to find answers but now can retrieve needed information in two clicks, enabling more personalized, productive assistant interactions, proactively helping customers during disruptions, and integrating internal systems (Dash901 service is mentioned). The video frames Einstein One as an AI-driven, unified entry point that augments teams and helps build customer trust and loyalty.
Questions this video answers
March 26, 2024
Seven or eight clicks (stated as 'seven or eight clicks')
Two clicks (stated as 'In two clicks, I have all the information I need.')
Dash901 service
Chapters
What I love about my job is to interact with customers. How can I help them?
Every interaction we have with our customers is an opportunity to build trust and loyalty with them. We have two brands, Air France, klm. We have a lot of data, quite an important asset. At the same time, it's indeed a big challenge. We need to access all information in one single entry point and Einstein One platform is the solution. We have deployed leveraging AI towards all assistants to make it happen.
The business is very complex. Being an airline, there are so many processes going on at the same time. Refunds, complaints, but also simple questions.
What are the conditions?
How much baggage can I take, Changes booking, I want to take my surfboard.
And I carry my cat with me on board.
All these kinds of questions we can handle. With the Einstein One platform.
Customers are looking for self service first. When they contact customer service, it's because they did not find the answer. They really expect that we know everything that has happened between the brand and themselves. So we have to scale up to that level.
Before the assistant, they had to search different systems. You see them perform seven or eight clicks before getting the answer. That's not simple to me. Data is really important to unlock AI.
It's a way to augment and to have smarter teams.
Now we are able to connect all kinds of internal systems to the Einstein One platform.
For me it's very simple. In two clicks, I have all the information I need. It can have a personalized attention and a quick answer.
We see an increased productivity on the assistants and more human connection instead of processes.
I'm very happy to use Dash901 service. It's fulfilling to work with.
On generative AI, we want to unlock an assistant to an assistant to help them deliver a seamless experience for our customers. For example, if there's a disruption taking place, what are the next best service actions? We don't wait for the customer to come to us, but we just reach out.
Combining CRM AI data is a way to build the trust and the long lasting relationship with our customers when the customer is happy.
As a customer sales agent, I'm happy as well.
That's in itself a big success.
It's really the way to make the difference with competition. And thanks to Salesforce and the unified solution that we provide, we can leverage the information we have and provide the best service experience.
