New Salesforce Service and Marketing Innovations Use Trusted Data and AI to Humanize Customer Interactions

Salesforce introduced new Service and Marketing Cloud features that humanize the customer experience with new AI-powered conversational intelligence, mobile offline access to relevant information, and Customer Data Platform innovations.

These technologies help service teams and marketers create more personalized experiences that drive lifelong customer relationships for every industry including retail, manufacturing and healthcare.

Rising inflation is shrinking consumers’ buying power and forcing them to scrutinize their spending. With 88% of customers saying the experience a company provides is as important as its products and services,2 companies must provide personalized experiences that remove friction and foster trust and loyalty.

“Seventy-six percent of customers expect companies to understand their unique needs, yet only 34% feel like companies actually treat them as individuals,” said Lidiane Jones, EVP & GM, Salesforce Digital Experiences. “Any company not investing in this area is putting their entire business at risk. With Salesforce’s powerful service and marketing innovations layered with AI, businesses can deliver the personalized, connected experiences that build trust, loyalty, and longevity with customers.”

Service Cloud Innovations: Digitizing voice turns agents to trusted advisors

Seventy-nine percent of service professionals say it’s impossible to provide great service without full customer context. With new Voice innovations agents can become trusted advisors, delivering more personalized interactions, driving more value from purchases, and solving problems fast. The next generation of Service Cloud makes it easier for companies to deliver personalized experiences at scale, leveraging new data and AI capabilities. These innovations will empower agents to create more empathetic, human experiences, which are critical to fostering customer loyalty.

Contact Lens for Amazon Connect offers advanced conversational transcription for even the longest phone calls, real-time sentiment analysis, real-time supervisor alerts to deliver agent coaching and full-text search on call transcripts. Powered by machine learning, AWS Contact Lens will be natively supported for customers using Service Cloud Voice with Amazon Connect. For example, an internet provider company can easily follow sentiment and trends of customer conversations in real time to identify key product feedback, and better coach and manage agents based on sentiment and keywords.

New Service Cloud partners Google Cloud and Genesys will each offer customers more choice in how they use Service Cloud Voice and enable AI-powered recommendations and automated workflows for their teams. With new telephone connectors from both Google Cloud and Genesys, companies may integrate phone and customer data, automate call transcriptions and notes, and enable agents to receive real-time suggestions while they’re on a customer call. For example, a service agent at a retailer can receive recommended next-best actions to process a return or upsell a warranty, making the conversation more personalized and useful to the customer.


Service Cloud Voice Genesys connector, Service Cloud Voice Integration with AWS Contact Lens, Field Service Multi-Level Offline Briefcase are expected to be generally available this summer.

Service Cloud Voice Google Contact Center AI Platform connector will be available this fall.