Genesys Cloud enables integration of Einstein Next Best Action in Salesforce to provide agents with personalized recommendations. Key steps include:
Creating Recommendation records in Salesforce that represent suggested actions for agents. Building Recommendation Strategy flows that determine which Recommendations to display using business rules, predictive models, and data sources. Separate strategies should be created for voice and messaging channels. Strategies filter on Experience records for messaging and Voice Call records for voice. They select the appropriate Recommendation and make it available to the Einstein Next Best Action component. Recommendation Strategies can be built using Flow Builder or Strategy Builder. Flow Builder strategies filter on object type, select the Recommendation, and assign it to the component. Strategy Builder loads Recommendation details and uses Branch Selector to evaluate and choose the Recommendation. Genesys Cloud enables adding Einstein Next Best Action component to Experience and Email Experience record pages from Standard component list. Configurable component properties include Strategy Source and Action Strategy where Flow Builder or Strategy Builder can be selected as strategy source and appropriate Recommendation Strategy for voice or message chosen. This provides intelligent recommendations to agents during customer interactions.
Series: Set up CX Cloud, Digital and AI for Salesforce Service Cloud Voice
To provide agents with personalized Recommendations, you must integrate Einstein Next Best Action in Salesforce. The key components for the integration include:
Strategy development for Recommendations – Create an effective strategy to capture the Recommendations that align with the business goals and customer needs. This requirement involves analyzing the customer data and behaviors to generate personalized and contextually relevant suggestions.
Implementation of suggested actions – Design easy to act on suggestions to enhance customer engagement and decision-making processes, which use the predictive power of Einstein to deliver optimal Recommendations at the right moment.
The high-level steps to integrate Einstein Next Best Action in Salesforce include to create Recommendations, a Recommendation Strategy for Einstein Next Best Action and then refer the strategy in the Einstein Next Best Action component.
Salesforce uses a record-based approach for Recommendations similar to accounts and contacts. These Recommendation records are processed by strategies and linked to the flows. Strategies determine which Recommendations are presented using business rules, predictive models, and various data sources. For more information about creating a Recommendation, see Create Recommendations in the Salesforce documentation.
Create a Recommendation Strategy flow that determines how and when to present the Einstein Next Best Action recommendation on a Lightning page. For more information, see Create the Recommendation Strategy Flow for Next Best Action in the Salesforce documentation.
Create two Recommendation Strategies, for voice and messaging separately. You can either use the Flow Builder or the Strategy Builder to create the strategies. When you are using the Flow Builder, ensure that the following details are included in the flow:
For a messaging strategy, use the Experience object to filter the records.
For a voice strategy, use the Voice Call object to filter the records.
To select the particular Recommendation that you have created for the strategy, use the Recommendation object.
To make the Recommendation available in the Einstein Next Best Action component, add an assignment element.
A simple Recommendation Strategy flow created using Flow Builder is shown for reference in the following illustration:
When you are using the Strategy Builder, ensure that the following details are included in the flow:
For a messaging strategy, use the Experience object.
For a voice strategy, use the Voice Call object.
Use the Load element to pull the details from a specific Recommendation. Click the image to enlarge.
Use the Branch Selector element to evaluate the user input and select the appropriate Recommendation to present. Click the image to enlarge.
A simple Recommendation Strategy flow created using Strategy Builder is shown for reference in the following illustration:
Add the Einstein Next Best Action component to the Experience and the Email Experience Record page accordingly. The component is available from the Standard component list. For more information, see Add the Einstein Next Best Action Component to the Voice Call Record Page in the Salesforce documentation.
When you add the component to a record page, you can configure the component properties, such as Strategy Source and Action Strategy. Select Flow Builder or Strategy Builder as the strategy source and choose the appropriate Recommendation Strategy created for voice or message.