• Salesforce will use Amazon Web Services’ technology to turn customer’s spoken words into text.
   
• The partnership will bring Amazon and Salesforce into more direct competition with call center technology service providers.

Salesforce.com Inc., a business software provider, proclaimed on Tuesday that it would use Amazon’s AI technology from cloud computing unit to enhance customer service apps. Salesforce stated that it will use Amazon Web Services’ technology to turn customer’s spoken words into text, which will help assess customer’s mood and where speech can be translated into different languages—all in real time.

Reportedly, own software of Salesforce can peruse the text and advise using data already present in the business’ Salesforce-based systems, including suggesting answers to the customer’s query.

Salesforce’s President and Chief Product Officer Bret Taylor commented that the software could provide seamless customer experience. When a customer calls an insurance company to quiz the size of the policy deductible, the software can provide the data automatically; customer would not be kept on hold by agent, Taylor substantiated with an example.

Reportedly, Taylor said that it would abridge the time to resolution on these calls that would do wonders for both sides of the interaction. He further said that enhancing efficiency was a massive savings and would be viable for people working in call center that would assist in solving problems more quickly.

Salesforce is slated to reveal the much-anticipated software at a user conference in San Francisco on Tuesday. In doing so, the partnership will bring Amazon and Salesforce into more direct competition with call center technology service providers such as RingCentral Inc. RingCentral developed cloud technology for call centers and made a deal to supply Avaya Holdings Corp, which was contemplating merger or sale alternatives after grappling to come up with the such technology.

About Salesforce

Salesforce is an integrated customer relationship management (CRM) platform that brings companies and customers under an umbrella. The solution offers connected, potent products for boosting sales, marketing, IT, service, and so on.

Source Credit: https://in.reuters.com/article/salesforce-amazon-com/salesforce-to-use-amazon-ai-technology-to-improve-call-center-services-idINKBN1XT1T9