Speeding up chat with Einstein Reply Recommendations

Einstein Reply Recommendations gives AI-powered suggested replies to agents using Salesforce Chat. In the following sections, you will learn how this works and what you need to adopt it successfully.

Einstein Reply Recommendations basics

Einstein Reply Recommendations is a way for you to leverage your old chat transcripts to generate suggested replies to common customer queries using a machine learning model. It works similarly to standard Quick Text, which you would write manually in so far as the agent is concerned, but the actual text is generated from historical conversations. Before you start getting concerned about inappropriate suggestions surfacing from some quirk of the AI compromising your customer conversations, it is worth noting that only suggestions that you have reviewed and approved will be suggested.

When you turn on this feature, Salesforce will build a model for leveraging your historical chat transcripts...