Salesforce search with watson discovery

discovery for salesforce, an ai powered insight engine

Watson Discovery for Salesforce is designed to proactively give customer service agents information and insights needed to resolve customer care cases quickly and efficiently.  It works directly from the Salesforce screens to seamlessly display information pertinent to the conversation.

Discovery makes customer services agent more productive, like a AI powered super agent working with each customer service representative to get the right information at the right time.

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Enhanced workflow for salesforce

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Watson Discovery for Salesforce is designed to give your agents the information they need to resolve customer cases quickly and efficiently, right from within the Salesforce Service Cloud.

  • AI-powered insight engine locates case resolving information by meaning, not content

  • Ingests and unifies your data, allowing agents to use natural language search terms to find relevant answers

  • Automatically de-duplicates documents

  • Designed specifically to work with Salesforce Service Cloud and Lightning UI

  • GDPR compliant, cloud native insight engine, secure for businesses

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Ingest important data no matter where it lives, making is findable for the agents as they work with customers.  Sources include:

  • SharePoint Online

  • Box

  • Salesforce

  • Website

  • Document share

  • FileNet

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Continuous relevancy updates powered by machine learning.

  • Agent interaction automatically refines the underlying machine learning model, allowing Discovery to learn from past cases

  • Proactively surfaces relevant cases based on case similarities

  • Agents can attach useful information to their case, enabling Watson to learn from relevant workflow content

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Both the Lightning UI and IBM Watson back-end are customizable to best suit your enterprise needs.

  • Underlying Watson Discovery technology can be customized to understand terminology specific to your industry and domain

  • Watson Discovery’s analytics dashboard can be leveraged by admins for insight into how agents are using the system

  • Admins can use analytics to close content gap

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