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Get Smart with Salesforce Einstein

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  1. Get Started with Einstein
    7 Topics
  2. Learn About Einstein Out-Of-The-Box Applications
    7 Topics
  3. Responsible Creation of Artificial Intelligence
    Use the Einstein Platform
    9 Topics
  4. Understand the Ethical Use of Technology
    8 Topics
  5. Learn the Basics of Artificial Intelligence
    5 Topics
  6. Recognize Bias in Artificial Intelligence
    6 Topics
  7. Einstein Bots Basics
    Remove Bias from Your Data and Algorithms
    6 Topics
  8. Learn About Einstein Bots
    6 Topics
  9. Plan Your Bot Content
    4 Topics
  10. Einstein Next Best Action
    Learn the Prerequisites and Enable Einstein Bots
    3 Topics
  11. Get Started with Einstein Next Best Action
    9 Topics
  12. Sales Cloud Einstein
    Understand How Einstein Next Best Action Works
    7 Topics
  13. Increase Sales Productivity
    5 Topics
  14. Automate Sales Activities
    5 Topics
  15. Target the Best Leads
    3 Topics
  16. Close More Deals
    6 Topics
  17. Connect with Your Customers and Create New Business
    4 Topics
  18. Sales Cloud Einstein Rollout Strategies
    Improve Sales Predictions
    4 Topics
  19. Use AI to Improve Sales
  20. Start with a Plan
  21. Set Goals and Priorities
  22. Get Ready for Einstein
  23. Quick Start: Einstein Prediction Builder
    Start Using Sales Cloud Einstein
  24. Sign Up for an Einstein Prediction Builder Trailhead Playground
  25. Create a Formula Field to Predict
  26. Enrich Your Prediction
  27. Build a Prediction
  28. Quick Start: Einstein Image Classification
    Create a List View for Your Predictions
  29. Get an Einstein Platform Services Account
  30. Get the Code
  31. Create a Remote Site
  32. Create the Apex Classes
  33. Einstein Intent API Basics
    Create the Visualforce Page
  34. Get Started with Einstein Language
  35. Set Up Your Environment
  36. Create the Dataset
  37. Train the Dataset and Create a Model
  38. Put Predictions into Action with Next Best Action
    Use the Model to Make a Prediction
  39. Learn the Basics and Set Up a Custom Playground
  40. Define and Build a Prediction
  41. Customize Your Contact and List Displays
  42. Create Recommendations for Einstein Next Best Action
  43. Create a Next Best Action Strategy
  44. Add Next Best Action to Your Contacts
  45. Salesforce Einstein Basics
    Get Started with Einstein
Lesson 9, Topic 2
In Progress

Chatbot Terminology

Abhishek October 12, 2021
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Sita Nagappan-Alvarez, the CEO of Ursa Major Solar, is curious to learn more about what Maria Jimenez, her Salesforce admin, has discovered about chatbots. After Maria mentions that bots are a smart customer channel that requires a lot of content, Sita’s confused. Bot content? She thought you simply click a button or write some code to deploy bots.

Maria reassures Sita that bot deployment is easy. It’s creating a useful, helpful, and relevant bot for customers that’s the challenge. Figuring out the purpose of the bot—and the content it should display—is critical. Planning what the bot does and doesn’t do, and says and doesn’t say, can prevent bad customer experiences.

To understand the types of bot experiences to craft content for, Maria reviews this Einstein bot terminology with the service team.

Terminology Description
Dialog

Dialogs are conversation snippets that control what a bot can do. Each dialog includes a dialog intent, which is optionally available for NLU training to understand different kinds of customer responses.

During a conversation with a customer, a bot moves between several different dialogs. Each dialog handles a portion of the conversation. For example, Welcome, Main Menu, Order Status, Location and Hours, and Transfer to Agent are individual dialogs that a customer might experience as part of a single conversation with a bot.

A dialog for "Chat with an agent"...might look like this:

Customer: Transfer me to an agent. [Or any variations on this phrase.]
Bot: No problem. Hang on: I’ll connect you with an agent.

Dialog Intent

Dialog intents are the customer's reasons for interacting with your bot. For example, buying a solar panel, returning a solar panel, getting store hours.

Dialog intents are actions and generally start with verbs, such as buy, return, find, look up, cancel, edit, etc.

Optionally, add dialog intents to your dialogs. Then train the bot to create a learning model that the bot can use to understand dialog intents. If your customers interact with your bot by typing a message in the chat window, use intents to help your bot understand what they want.

Note: If your customers interact with your bot using only menus or buttons, rather than free-form text input, intents are not needed.

Customer input that relates or triggers an intent may look like this: Where’s my order?

Entity

Entities are a type of data that you want to collect from a customer. Salesforce provides the following system entities: Text, DateTime, Date, Money, Number, Person, Location, Organization, Percent, Boolean, and Object (standard Salesforce or custom). You can create custom entities as needed.

Here are some examples of entities:

  • Order number
  • Email address
Variable A variable is a container that stores a specific piece of data collected from a customer. You must associate each variable with an entity. Since variables are containers of information, you can use them within dialog actions as both inputs and outputs and insert them as text in messages.