Integrating Salesforce with Microsoft Office through Add-ins
Augmenting Salesforce by Integrating with a Virtual Agent
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Transcript of Augmenting Salesforce by Integrating with a Virtual Agent
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Augmenting Salesforce.com
by integrating with a Virtual Agent
noHold, Inc. Copyright © 2013
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What is a Virtual Agent ?
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A Virtual Agent is a Web application that looks a little like Live Chat.
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You type your question here
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You get your answer here
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The solution is provided by an Artificial Intelligence
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How to integrate with Salesforce.com
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Integrate with Salesforce Knowledge
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Leverage the articles you have already loaded into Salesforce Knowledge, while increasing First Contact Resolution (FCR) through
Virtual Agent Salesforce Knowledge
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Escalate to Leads
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The end user interacts with the Virtual Agent.
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The Virtual Agent identifies the end user as a prospect and creates a Lead within Salesforce.com
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Kim Lacey Virtual Agent Lead
Qualified Laura Nicks
Kim Lacey
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The Associate reviews the prequalified Lead detail, complete with a record of the Virtual Agent conversation...
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Pre-empt Live Chat
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3 Leverage the Virtual Agent to reduce chat abandonment, queue pollution and increase sales.
$ ? ? ?
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Escalate to Case
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Seamlessly escalate a Virtual Agent conversation to a case, for future resolution by
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intervention is necessary.
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Personalize Virtual Agent Responses
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Retrieve real time information from a Salesforce.com object so that it can be used to personalize the conversation with the Virtual Agent.
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Personalized Responses
Case Escalation
Leverage Knowledge
Escalate to Lead
Pre-empt Live Chat
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Are you ready to augment Salesforce.com?
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www.noHold.com
noHold Inc. builds Virtual Agents that help some of the most
successful companies in the world, increase revenue and
decrease cost, while increasing customer satisfaction.
Smarter Self-Service Attract. Convert. Fulfill. Support.
noHold, Inc. Copyright © 2013
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Glossary Queue Pollution: The presence of an end customer in the incorrect queue or contact channel. For example: a customer with a support question ends up in the sales queue or vice versa. This can apply to live chat, Interactive Voice Response (IVR), or phone queue.
Chat Abandonment: completion.
Artificial Intelligence (AI): An area of computer science that deals with giving machines the ability to seem like they have human intelligence (Source: www.Merriam-Webster.com definition of Artificial Intelligence ).
First Contact Resolution (FCR): In customer relationship management (CRM), first call resolution is properly addressing the customer's need the first time they call, thereby eliminating the need for the customer to follow up with a second call. (Source: www.searchcrm.techtarget.com )