ICM for Salesforce is a simple, natively build omni-channel AI powered chat solution that extends the power of Salesforce supporting instant, convenient, multiple channels for communicating with customers. The packaged solution is effortless to deploy, connect and integrate with different customer chat channels.
– NLP chatbots: Human-like Natural Conversations: understands the context of the chat to have human like interactions with the customer.
– Omni-channel Availability: Deployment-ready for channels like WhatsApp, Facebook, Email, twitter, SMS, Web, Mobile etc.
– Multi-lingual: Understands and converses with users in 40+ languages globally.
– Visualization and Analytics: Detailed Analytics of the solution with several dashboard including channel breakdown, sentiment analysis, agent response, bot conversation rate, Queue details etc.
– Intelligent chat routing: Recognizes customer identification from on chat arrival and correlates previous chat events for same customer in CRM for reporting.