Enhancing Customer Experience with Salesforce Chatbot Integration

Salesforce is a leading integrated CRM platform that is used by business associates to manage contacts, track sales activity, opportunity, and potential customers.

Businesses protect and retain their brand image by providing personalized services to their customers. Salesforce Chatbot integration enables businesses to interact 24/7 with their customers through a single touchpoint. Let’s explore how Salesforce chatbot integration is increasing customer retention.

Chatbots in Salesforce can be custom-built to meet specific business requirements in B2B environments. Let’s have an overview of key cases where chatbots are playing an important role.

Enterprise Support: Businesses can integrate chatbots with a company’s backend system like customer relationship management (CRM), warehouse management or inventory management. Salesforce chatbot integration will enable the sales representatives to access the customer’s phone number and other essential details quickly.

Call Center Support: Customers can interact with an AI chatbot through a call center application to perform tasks like requesting account balance, changing the password and scheduling an appointment.

Digital Personal Assistants: Salesforce chatbot integration will enable potential customers to navigate their daily lives and activities like ordering groceries and booking for materials via mobile application.

They are custom objects that are used to store chatbot commands. A bot command is functioned to create a mapping between expressions to understand the pattern of the user’s questions. Also, an Apex class is featured to provide the logic to the generated response.

For instance, if a user asks a question like ‘contact of a person’, the bot toolkit will pass this question to Apex handler ‘find contact’, where the name of the person will be identified as a parameter.

The Bot toolkit and Apex handler classes have a series of standard bot commands. In addition, users can add their own bot commands and provide mappings between Apex handlers and regular expressions.

The bot toolkit is facilitated with a series of Apex classes. The Bot controller is coordinating the conversation using the submit method to lodge a response. The submit method is the area where the bot controller tries to match the expression that the user has typed. In case a match is found, the bot controlled will use a handler method in a corresponding handler class.

The handler class will then utilize a series of utility classes to select the appropriate format for a message response and send it to the user including bot record, bot item, bot message, bot field, and bot response.

The Bot Toolkit will support straight question/answer interactions using a session object that will represent the state of the conversation. In addition, the session object will be passed back and forth between the server and the client.

A Bot response consists of optional and bot-message objects. Bot messages can be in the form of simple text messages, records, postback buttons, lists of items and images. The bot components format the message in various ways and respond with the most suitable content of each message.

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