Justyna Górska

We want to show how we can supercharge the Amazon Lex Voicebot and AgentForce Chatbot for seamless, AI-powered customer support across channels. The presentation would be in the form of a demo and we will focus on a use case of customer support in a Supermarket chain. The biggest takeaways are: bots are not as rigid anymore and, thanks to that, the companies can reap major benefits through self-service and case deflection. We will see how even the more advanced inquiries, requiring real-time data processing, can be handled smoothly, no matter if the customer reaches out on chat or phone. To build the voice part of the solution we used Service Cloud Voice backed by Amazon Connect and Amazon Lex Voicebot. The Chatbot side is enabled by Salesforce AgentForce, with a range of Topics, Actions, Flows and Prompts working in the background. The use of a headless API allows to source all necessary data for the bots to respond with concrete information in real-time. Finally, the connecting layer is Salesforce Service Cloud and its Omni-Channel, bringing both channels together and routing all the cases to a single command center. We will show how a company can kick off a Touchless Customer Support approach, where the voicebot and chatbot can cover a lion share of the incoming cases and resolve them before ever reaching an agent. We will also see how the bots can cooperate with humans - by conducting all the preliminary work and handing over to an agent only after all common questions have been answered, all customer details are collected, and the full context is clear. As Cynthia Breazeal said: “Robotics is not about making machines to serve us. It’s about creating machines that can be our partners.” That’s exactly the goal here.