By Modupe Gbadeyanka
An innovative solution to help government employees automate administrative tasks and provide faster service to constituents has been introduced by Salesforce.
The trusted generative Artificial Intelligence (AI) application known as Public Sector Einstein 1 for Service combines the power of Customer Relationship Management (CRM) with trusted AI and data analytics.
It will allow agencies to quickly and easily generate case reports, capture real-time call transcriptions, and document and format case interactions, all in a single offering.
Built on the Einstein 1 platform, the package offers government contact centre agents and case managers trusted conversational and generative AI, enabling them to be more productive and efficient.
“Public sector organisations want to simplify their technology stack, better engage with constituents, and reduce employees’ administrative burdens while improving employee productivity.
“With Public Sector Einstein 1 for Service, organisations can implement trusted AI to become more efficient, better manage and harmonise their data, and give employees the tools they need to better serve their constituents, all while driving their mission forward,” Salesforce Director of Solutions Engineering for Africa, Ms Linda Saunders, said.
The new tool from Salesforce uses generative AI to summarise vast amounts of data to help caseworkers generate case reports and summaries in their workflows.
It also deploys conversational AI to transcribe calls while guiding contact centre agents on the most appropriate next steps for the caller, and uses natural language processing to help caseworkers document case interactions by automatically collecting data and summarising important insights from various sources, like calendar events, contacts, or emails.
