Salesforce bot automation brings customer service to a new level

SAN FRANCISCO — Some executives may wring their hands over the impact of bot automation, machine learning and AI on job roles. But others see the potential of combining software with people-centric tasks to drive efficiency and enhance human work.At KLM Royal Dutch Airlines, customer service agents deal with a high volume of requests for flight information or help with trip cancellations, particularly during bad weather. In 2015, KLM began experimenting with a hybrid approach — chatbots combined with human customer service — to deal with high-volume customer interaction on social media platforms. Bot automation is just one of the many types of artificial intelligence (AI) that major software providers have touted during the past year as the next great thing in technology. Microsoft did so with Office Graph, and…


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