- Salesforce Financial Services Cloud as the support hub.
- Put service work in one place with a unified customer profile and interaction history.
- Give teams a single workspace to handle cases and see full context.
- Einstein chatbot for 24/7 self service on web and mobile.
- Answer frequent questions in natural language using the bank knowledge base and scripted scenarios.
- Resolve simple requests automatically and deflect repetitive inquiries.
- Einstein Case Classification for smart triage and routing.
- Classify complex inquiries right after case creation.
- Route cases to the right specialist queue or team based on predicted fields.
- MuleSoft and API integrations for personalized answers.
- Connect internal banking systems securely through APIs.
- Return verified, personalized info in bot replies after identity checks.
- Einstein Next Best Action to guide agents during calls and chats.
- Surface context based recommended next steps and relevant products.
- Let agents accept a recommendation and launch the right flow or action from the console.
