Salesforce Service Voice Will Unlock New Voice-Activated Capabilities

Salesforce Service Voice Will Unlock New Voice-Activated Capabilities


Written by Dave McCall, Service Cloud Director at PolSource

If you’ve read my previous posts, you’re aware of how enthusiastic I am about this product. So enthusiastic, it seems, that I didn’t introduce myself.

My name is Dave McCall and I am the Service Cloud practice lead here at PolSource. I’ve spent the vast majority of my career helping companies improve their customer experience through technology. I started at a Fortune 500 manufacturer as a web developer helping to build their first partner portal. In that role, I was eventually assigned a project to connect the CRM to the portal so partners could create, view, and update their tickets from the web; a capability we all take for granted today. Upon completion, the contact center business leadership asked me to join a team dedicated to applying technology to customer service. I had excellent colleagues there (most of which also still work in customer service today). That’s where I discovered how technology could be applied to create efficiencies and deliver excellent customer service. I was hooked.

I’ve spent the rest of my career so far, over 15 years, doing just that. I get excited when I see new ways to apply technology to make customer service more efficient, more effective, and more seamless. I see Service Voice offering us some new capabilities that will significantly advance customer service.

When someone calls your contact center there are 2 people on the call–the customer and the agent. The customer is busy describing their problem while the agent is trying to listen, collect some data about the issue, and find a solution all at the same time. Wouldn’t it be great if there were someone on the line that could be there to take some of that work from the agent? Salesforce Service Voice will be that helper.

This post is part of a multi-part series of posts dealing with the capabilities of Salesforce Service Voice, which will be released in the next Salesforce release. We’ve already talked about some of the real-time capabilities that will be made available with use of this product. Here we’ll be looking at a couple capabilities where what the customer says could activate an action on the agent desktop.

Voice-Activated Disposition

Accurate dispositions are very important to improving your contact center. A disposition helps you to understand whether a case is resolved, how it was resolved, and helps determine whether certain types of cases might be candidates for automation, guided flows, or other improvements.

However, those of us who have spent a lot of time on the floor of contact centers know that getting accurate dispositions is not always easy. Agents tend to find a handful of dispositions that they use over and over. Agents are acutely aware that they’re being measured on their handle times and searching for the correct disposition can raise that handle time. Agents are trying to walk a fine line between accuracy and velocity. They sometimes get it wrong.

Over the years, I’ve had the opportunity to shadow agents in many different call centers all over the U.S. and occasionally in another country. I’ve sat in call centers in Chicago, Louisville, Tucson, Rapid City, Indianapolis, Omaha, Trenton, Austin, Atlanta, Kansas City, Manilla, and London. Well, really, they were all a little bit outside those places. When am I going to get invited to a call center near the beach? I’ve learned enormous lessons from great agents in many industries.

Just a few years back, I remember sitting with Destiny, an agent in the contact center of a mortgage servicer. She had just finished a call and was entering some final data in the case before her next call. I watched her effortlessly choose the call reason and some notes. Then she selected four levels of disposition required by her CRM system in around 2 seconds. Surprised, I asked her “how did you do that so fast?”. She looked back at me embarrassedly, as if she had forgotten I was there watching. Reluctantly Destiny told me that she always chooses the same four values because “nobody is going to look at that anyway”. Deep discovery there determined that she was right.

Salesforce has offered us the ingredients necessary to automatically disposition calls. Take one part voice transcript, one part machine learning, a bit of training, and a little bit of code and you can create a process that automatically tries to find the best disposition. This may not replace the agent-chosen disposition. Perhaps this serves as a double-check so that quality folks can look at cases where the agent-selected disposition doesn’t match the system-selected disposition. Perhaps, once the AI is well-trained and the accuracy is high, you can forego the extra step of having agents select dispositions at all.

Voice-Activated Next Best Action

Another use of artificial intelligence and transcripts that we see as a possibility is putting together voice and Salesforce Next Best Action. This allows the system to make predictions based on the conversation about what actions might be best for the situation.

Imagine measuring customer sentiment (like we suggested in the last post) and based on the customer’s value, their sentiment, and their loyalty status your system predicts that offering this customer a small appeasement is very likely to end in a high CSAT survey. To the agent, this prediction automatically appears on their screen without the agent even touching the CRM.

Once again, we’ve allowed the agent to focus on the conversation but still have ever-changing suggestions to help them solve problems, add value, and de-escalate.

We’ve already begun experimenting with this in one of our development organizations. This requires a small change of thinking around when next best actions are refreshed. We’re planning to be able to demonstrate some of these capabilities to customers in a demonstration contact center to help leaders imagine how this might work for their organizations.

Voice-Activated Integrations

Salesforce agent desktop offers a number of ways to kick off an integration. Words and phrases from your voice transcript could become a new way to kick off a lookup, a flow, or any other integration.

I can’t help thinking how this might help agents I watched in a retail contact center who amassed multiple pages of order numbers scratched out on small pads of paper on their desk they wrote for each call.

Imagine instead that the system recognizes any time a customer says an order number and, with no agent intervention, executes an order search automatically right on the agent’s desktop. Now, the agent can tell the customer all about that order without the distraction of trying to capture the order number, type it into the system, and wait for the order details to be found.

This is the technology enabler you’ve been looking for to provide next level customer service. How can you afford not to provide service without this?

Want to learn more about Service Voice?

Read Salesforce’s press release for Service Voice:

Salesforce has also provided a Trailhead to introduce Service Voice:

Over the coming days, watch this blog one more deeper dive into some final thoughts around Service Voice capabilities for increased quality controls.

It’s time to unlock the power of Voice to transform service. Whether you’re ready for full implementation, or a pilot, we’re ready to partner with you. PolSource is the leader in delivering Salesforce Service Cloud projects successfully. Contact us today to start your Voice journey.


Read the previous post in this series: Salesforce Service Voice Will Unlock New Real-Time Agent Capabilities

Read the next post in this series: Salesforce Service Voice Will Unlock New Quality Control Capabilities