Salesforce shows how Financial Services Cloud and Einstein AI autofill customer service tasks during calls. A banker gets a real-time client profile summary and complaint case details populated automatically from the conversation transcript.
AI in retail banking just makes sense. Stick around to learn how Salesforce Financial Services Cloud is saving banks time with Industries AI in today's fast paced world, banking customer service representatives face some big challenges on top of managing multiple tasks at the same time. And one of their core responsibilities is not a fun one. Handling customer complaints, which often involves manual data entry. During a call, reps have to capture and enter detailed information about about the customer's issue into their system. And that process is usually time consuming and prone to errors because a lot of times reps need to ask customers to repeat information to make sure they get it right. But what if I told you that there was a way to replace all of these painfully redundant steps with a push of a button? No, this is not a get rich quick scheme or a glitch in the system. This is exactly what you can do with Salesforce Financial Services Cloud and and Industries AI. So let's say you're a retail banking service representative and you're on the phone with your customer Amanda. She's calling to discuss an undisclosed fee that was charged to her new savings account. Now, after we confirm their identity through our call verification, we can access their account record. While on the call, the service rep is able to use Einstein Summary to generate an overview of Amanda's profile. This provides our service rep with a detailed understanding of of Amanda's portfolio of financial accounts with our bank so they can better assist her during the call. As we're discussing this issue with Amanda, she tells us that she has spent the last three hours setting up her new account, also transferring funds over. And at no point did the banker mention that there would be a fee to open this new account while you assure Amanda that you are working on a solution for her. You see that Einstein recommends we raise a complaint on their behalf. So we click on the raise a complaint button here and start filling out our complaint details. At this point, our customer has already given us all the information we needed. But instead of asking them to repeat it and adding more frustration to their situation, we can have Einstein generate and fill in the fields on this form based on real time transcription from our current call. All we need to do is click generate and Einstein will analyze the conversation transcripts in real time and extract the relevant information it needs to auto fill the responses. It'll also give us a level of confidence in its suggestions. And as a service rep, we can edit the response if we need to. This all looks good though, so you know what, we'll just hit add to form and next and Just like that, the complaint case was created and both the title and and description were auto filled, all while our service rep was still on the phone with Amanda. What's even more amazing is Einstein stays grounded in your company's policies and procedures, ensuring that you remain in compliance at every turn. Even with AI helping to simplify the process, we never need to sacrifice compliance for speed. So just checking. Are you saving this information? Am I accruing your interest or have I overdrafted on your time? No. Okay, great. Well, let's dig further into the vault and see how we built the Einstein Summary component. Now here in Prompt Builder, you can see our list of standard prompts available out of the box in Financial Services Cloud. Now, a prompt is just a detailed set of instructions. You give an LLM or large language model to help it generate an output or response. The more detailed you are in your prompt, the the better the response. We'll click into this one for Client Profile Overview and now you can see how a Salesforce admin is able to ground their prompts with merge fields to fetch our customer data within Salesforce and then serve it back to our service rep in the Client Profile Summary. Switching over to Flow Builder, you can now see the steps taken by our AI to pull the correct data for this request. This example shows the flow for Get Financial accounts and this example shows the flow for Get Open cases, both of which you saw as a part of the merge field in our Client Profile Overview prompt. Now this is just one example of how you can use AI and prompts, but there are many ways that this can help your service reps right in the flow of work, saving them time, making sure your customers feel heard, and resolving issues faster. Well, that's it for today. To learn more about how Salesforce can help you and your organization, click the link on the screen. Hey, I'll also drop a few resources in the description because I like you like that. So thanks so much for watching and we'll see you next time.
