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The Power of AI and Salesforce Knowledge


Knowledge base
Salesforce Knowledge serves as a centralised hub of information benefiting both customers and the support team.

This year there has been a significant focus on AI-powered automation within the realm of customer service and digital self-service.


This includes:

  • Customer automation, which streamlines customer-facing processes

  • Service team automation, aimed at reducing manual tasks and enhancing service teams with AI capabilities, and

  • Process automation, which facilitates seamless connections with various systems and streamlines processes.


Salesforce Knowledge has long been a vital tool for organisations looking to streamline their customer support operations.


It serves as a centralised hub of information and content, benefiting both customers and the support team. Customers can easily find answers to their queries, while support agents can access critical information quickly, resulting in improved customer service and reduced resolution times. It is also one of the key resources used to fetch answers for chatbots.


However, as businesses continue to grow and customer demands evolve, the need for more and more intelligent and efficient knowledge management systems has become increasingly apparent.



AI-driven Knowledge Articles


AI-driven content creation and curation tools can simplify and automate the process of generating and maintaining Knowledge articles. These tools can analyse customer interactions, case histories, and frequently asked questions to identify common issues and potential topics for new articles.


This not only accelerates the content creation process but also ensures articles are more accurate and aligned with customer needs. AI can then generate drafts of articles, saving support agents valuable time and ensuring that the content is relevant and up-to-date.



Automation and Chatbots


The use of AI-powered chatbots is becoming increasingly prevalent in customer support. Salesforce Knowledge base articles can be integrated with chatbots, enabling them to provide instant responses to customer inquiries 24/7. This improves customer service efficiency and ensures consistent support even outside regular business hours.


Chatbots can leverage Salesforce Knowledge articles to enrich their responses. By accessing the Knowledge base, chatbots can provide customers with detailed and accurate information, making interactions more informative and valuable.


Chatbots can use Salesforce Knowledge articles to create and maintain a dynamic FAQ section. As common questions arise, chatbots can reference and suggest relevant articles, reducing the need for manual updates and ensuring the information is always up-to-date.


Chatbots can also be designed to learn from each interaction. This iterative learning process ensures that chatbots become more proficient at leveraging Knowledge articles.



Multilingual Knowledge Base


Companies can further streamline and optimise their customer support operations by automating the translations of their Salesforce Knowledge articles into multiple languages.


As your company grows and expands into new markets, having a foundation of multilingual Knowledge base articles in place can make the transition smoother.


Offering your Salesforce Knowledge base articles in multiple languages enhances accessibility and ensures that customers and support staff from different linguistic backgrounds can access the information effortlessly. This also allows the content to be fetched for automated chatbot responses no matter the language of the conversation.


With Fluentic you can automate the creation of AI-enhanced translations of your Knowledge articles into up to 80 languages, making sure that all the information is always available and up to date in all the languages your global customers and internal teams use.



Benefits for Businesses and Customers


Harnessing AI for Salesforce Knowledge brings about numerous benefits for both businesses and customers:


Improved Efficiency:

Businesses can provide faster and more accurate multilingual support, reducing response times and increasing customer satisfaction.


Cost Reduction: AI-powered solutions can handle routine inquiries, freeing up human agents to focus on more complex issues. This leads to cost savings for organisations.


Enhanced Customer Experience: Customers benefit from quicker access to relevant information and personalised support in their preferred language, leading to a better overall experience.


Data-Driven Decision-Making: AI analytics provide businesses with actionable insights, enabling them to make data-driven decisions to improve their support operations.


Staying on top of the most recent developments of AI-powered CRM is crucial for companies aiming to maintain a competitive edge and provide outstanding customer service.



Contact us to learn more about how Fluentic can help you with the transformation of your multilingual customer support operations.



Fluentic specialises in solutions that help automate and streamline processes within Salesforce Service Cloud by removing language barriers and the need for language-based routing.


If you'd like to hear more, you can contact sales@fluentic.com and our dedicated team of experts will assist you.

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