Salesforce+让人工智能、自动化和数据发挥作用-20页_15mb

Summary of Salesforce State of the Connected Customer Report

Introduction

The report analyzes how artificial intelligence (AI), automation, and data can help organizations improve customer service amid rising expectations, drawing from the Salesforce State of the Connected Customer survey data.

Key Findings on AI and Automation

• Customer expectations have increased post-pandemic, with 60% of customers expecting companies to understand their unique needs, but only 73% of companies provide personalized experiences.
• AI and automation are no longer optional but essential for balancing high customer demand for personalized service with cost constraints. Usage increased from 24% to 45% among service professionals.
• Automation reduces costs and boosts efficiency by automating repetitive tasks, with 58% of service organizations using it; high performers (65%) see greater benefits like time savings (50%) and error reduction (47%).
• AI enhances productivity by providing intelligent recommendations for agents, improving troubleshooting and customer interactions.

Efficiency and Productivity

• Automation streamlines workflows, saving time for agents and allowing them to focus on complex issues. Examples include digital transcription, which benefits high-performing teams.
• AI uses natural language processing and generative capabilities to empower self-service, deflect simple cases, and facilitate real-time, personalized service, leading to scalability.

Personalized Service

• A unified view of customer data is critical for effective personalization, but only 38% of service professionals report unified CRM systems. This limits context and agent empowerment.
• Personalization expectations rise, with 62% to 73% of customers demanding anticipatory offers and unique understanding, contrasting with companies often treating customers as numbers (56%).

Actionable Insights

• Start by using data to showcase bottom-line value, such as time savings from AI automation, and partner with IT for better technology integration (e.g., IT is sole decision-maker in 37% of cases, reducing faster innovation).
• Track key metrics like CSAT score, customer retention, case deflection percentage, and first-call resolution to measure progress; recommendations include building a unified data strategy and implementing scalable AI tools.

Conclusion

AI and automation are imperative for service excellence, enabling companies to scale personalized experiences while improving efficiency and customer loyalty, as supported by survey data from 8,050 professionals across 36 countries.