RPA in call centers

With Robotic Process Automation (RPA) getting more and more popular for replacing human handling by automated processes, it only makes sense to try to apply┬áRPA in Call Center environments. One of the examples found on the web is to apply RPA during handling of customer phone calls, performing actions in multiple applications within the landscape. […]

Salesforce Einstein

It’s been a while since Salesforce announced the arrival of Salesforce Einstein. With the phrase “AI for everyone” they revealed their AI platform to the world. In the last few months, more and more details about the platform are revealed and also on Trailhead, a few modules have been published about it since. The current […]

Applying Machine Learning in Case Categorization in the Salesforce Service Cloud

Introduction In the Salesforce Service Cloud, a typical scenario is that customers use multiple case queues to split up the workload into different buckets. Different teams can be responsible for working on cases in the various queues. The better cases are assigned, the less eyes have to look at the case before it can actually […]

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