In this digital era customer relationship management (CRM) has become top priority for every business enterprise to successfully evolve itself in Technology and increase customer satisfaction. Today businesses can’t afford to overlook customer feedback and want round the clock interaction through single touch point. CRM data has taken pivotal position as it helps to provide insight into customer’s expectations and devise strategies to meet them. When it comes to customer relationship management solution salesforce clearly is way ahead than other applications and is successfully serving several clients globally. With Salesforce Chatbot Integration one can simply access all the relevant information and get it straight to his chat box.
Salesforce is an AI first platform and it is quite simple to integrate chatbot with Salesforce application. Salesforce Chatbot Integration will allow the user to access information faster using the featured components in the Bot Toolkit. Bot basically acts as a medium for client to communicate within organisation through a messaging interface without any need of an individual on the opposite side. It can guide clients either by utilising a menu type interface or the talk window adjusts by using natural language.
Some of the popularly available chatbot platforms are:
1. AliBaba Smart Service robot
2. Google Dialog flow
3. Amazon Lex
4. Microsoft bot platform
Einstein bots of salesforce have distinctive features to coordinates and access Salesforce information without code. They are arranged in such a way to utilise clicks and not code with Wizard based interface enabling easy Salesforce Chatbot Integration.
How Salesforce does coordinates with chatbot?
Salesforce Toolkit enable Salesforce chatbot intergration quickly as it includes a segment enabling a user to begin integration easily. Its features like chatbot direction are custom articles which are utilised to store chatbot directions. For any enquiry Bot tool box will go to handler find contact details and will recognise enquiry as per the parameter.
One can create a chatbot following the below mentioned steps.
1. Choose a platform for generating agent like dialogflow hosted by Google.
2. Then generate the Bot as per the platforms instructions and configure it. By setting up user expressions it will identify objects in the expressions and respond to intent.
3. Train the Bot- Train the Bot and observe that objects are working as planned while adding intents and entities as required.
After creating chatbot it needs to be connected to Salesforce lightning and that's where the API feature comes in. Sometimes the chatbot may direct integration tools with appropriate classes but sometimes it won't and there you can use middleware to invoke the API. It is much easier to create a chatbot on salesforce platform without a need to connect it externally by using Einstein bot.
Salesforce Chatbot Integration includes the following key elements.
1. Bot Commands - These are custom objects to store chatbot commands and are functioned to create mapping between users question and apex class to provide logical response.
2. Apex Classes - In this the Bot Toolkit is facilitated with series of Apex classes and Bot controller can co-ordinate the conversation using submit method to provide appropriate response.
3. Stateful Conversation - The Bot toolkit supports stateful conversations using session objects which represent the state of the conversation and is passed back and forth between the client and server.
4. Formatting Message - Bot message can be in the form of records, image, list or just plain text message. Bot components can format the message in various ways and respond with suitable content for each message.
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