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You're reading from  Architecting AI Solutions on Salesforce

Product typeBook
Published inNov 2021
PublisherPackt
ISBN-139781801076012
Edition1st Edition
Tools
Salesforce EinsteinSalesforce Einstein
Concepts
CRM
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Author (1)
Lars Malmqvist
Lars Malmqvist
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Lars Malmqvist

Lars Malmqvist is a 32x certified Salesforce CTA and has spent the past 15 years in the Salesforce ecosystem building advanced solutions on the platform. Currently, he works as a partner in the management consultancy, Implement Consulting Group, focusing on supporting large Nordic Salesforce clients in their transformation journeys. He has published two books, Architecting AI Solutions on Salesforce and Salesforce Anti-Patterns, both with Packt publishing.
Read more about Lars Malmqvist

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Speeding up chat with Einstein Reply Recommendations

Einstein Reply Recommendations gives AI-powered suggested replies to agents using Salesforce Chat. In the following sections, you will learn how this works and what you need to adopt it successfully.

Einstein Reply Recommendations basics

Einstein Reply Recommendations is a way for you to leverage your old chat transcripts to generate suggested replies to common customer queries using a machine learning model. It works similarly to standard Quick Text, which you would write manually in so far as the agent is concerned, but the actual text is generated from historical conversations. Before you start getting concerned about inappropriate suggestions surfacing from some quirk of the AI compromising your customer conversations, it is worth noting that only suggestions that you have reviewed and approved will be suggested.

When you turn on this feature, Salesforce will build a model for leveraging your historical chat transcripts...

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Architecting AI Solutions on Salesforce
Published in: Nov 2021Publisher: PacktISBN-13: 9781801076012
© 2021 Packt Publishing Limited All Rights Reserved

Author (1)

author image
Lars Malmqvist

Lars Malmqvist is a 32x certified Salesforce CTA and has spent the past 15 years in the Salesforce ecosystem building advanced solutions on the platform. Currently, he works as a partner in the management consultancy, Implement Consulting Group, focusing on supporting large Nordic Salesforce clients in their transformation journeys. He has published two books, Architecting AI Solutions on Salesforce and Salesforce Anti-Patterns, both with Packt publishing.
Read more about Lars Malmqvist

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