The ZBrain Service Copilot for Salesforce is an AI-powered assistant designed to streamline customer support operations. Seamlessly integrated into the Salesforce Service Console, the agent automates case analysis, retrieves relevant historical data, and generates intelligent responses. By classifying queries into general inquiries, follow-ups, or knowledge article creation requests, it ensures efficient routing and faster resolutions while minimizing manual effort. The agent also dynamically creates and references knowledge articles, enhancing consistency and efficiency across support interactions.
The ZBrain Service Copilot follows a multi-step process to deliver real-time, data-driven insights:
The agent is immediately activated when a query is entered into the Salesforce Service Console chat interface.
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The agent collects all relevant inputs to build a comprehensive understanding of the query context.
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The agent classifies the incoming query to determine the appropriate handling route.
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The agent applies predefined conversational guidelines to maintain response quality and consistency.
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Distinct processing flows are executed based on the determined query type.
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The agent finalizes the process by formatting and delivering the response back to the user.
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Accuracy
TBD
Speed
TBD
Sample of data set required for Salesforce Service Copilot:
Case Details
Subject: Urgent - Project Catalyst Connection Problems - Alpha Project Blocked
Dear Innovate Solutions Support Team,
We are experiencing significant intermittent connection issues with Project Catalyst this morning. Several of our project team members (at least 5) are getting randomly disconnected while using the software. They are seeing messages indicating a loss of connection, and it's disrupting their workflow incredibly significantly. This started happening around 10:30 AM PST. We've checked our internet connection, and it seems stable as we can access other online tools, including our internal project management system and shared drives, without any problems. This seems to be definitely isolated to Project Catalyst. Could you please investigate this as a matter of absolute urgency? We have critical deadlines approaching for the Alpha Project, and this is severely impacting our ability to meet them.
Please let me know what information you need from our end. We are using the latest version of Chrome on Windows 10, if that helps.
Sincerely,
Robert Miller
Project Manager
Global Innovations Corp.
User Query Input
Query: Give me a list of cases that are not closed.
Sample output delivered by the Salesforce Service Copilot:
Chatbot Response for Open Cases
User Query: Give me a list of cases that are not closed.
Response:
Here are the currently open cases:
Case Number | Subject | Priority | Status |
---|---|---|---|
00001048 | Login Failure for Admin Users | High | In Progress |
00001049 | Payment Processing Delay | Medium | New |
For more details on a specific case, please provide the case number.
If you would like to update or escalate a case, let us know how we can assist.
Would you like further assistance?
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Evaluates closed support tickets for accuracy, tone, empathy, and resolution speed using LLMs to suggest quality improvements.
Automates customer support by retrieving open tickets, searching the knowledge base, sending email responses, and logging unresolved queries for future reference.