Authors : Balaji Bodicherla

Volume/Issue : Volume 10 - 2025, Issue 10 - October

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Google Scholar : https://tinyurl.com/3tmh7sd3

Scribd : https://tinyurl.com/mu5tzrc9

DOI : https://doi.org/10.38124/ijisrt/25oct1313

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Abstract : The rapid evolution of artificial intelligence has transformed customer support operations, enabling organizations to deliver faster, more personalized, and scalable service. Salesforce Einstein Bots, integrated within Experience Cloud, offer a robust solution for automating routine customer interactions, reducing agent workload, and improving customer satisfaction. This paper explores the architecture, implementation strategies, practical applications, and measurable outcomes of deploying Einstein Bots in Experience Cloud. Real-world case studies and best practices are presented to guide organizations in maximizing the value of AI-driven customer support.

Keywords : Salesforce, Einstein Bots, Experience Cloud, Artificial Intelligence, Customer Support, Automation, Chatbots, CRM.

References :

1. Salesforce. Einstein Bots Overview. https://www.salesforce.com/products/einstein/bots/. 2024.
2. Salesforce. Experience Cloud Documentation. https://help.salesforce.com/s/articleView?id=sf.networks_overview.htm. 2024.
3. J. Smith, “AI Chatbots in CRM: Enhancing Customer Support with Salesforce Einstein,” Journal of Information Technology Management, vol. 36, no. 2, pp. 101–110, 2022.
4. S. S. Srinivasan, “Automating Customer Service with Einstein Bots,” International Journal of Computer Applications, vol. 182, no. 45, pp. 12–18, 2021.