Title

AWS re:Invent 2023 - Transform your customer service organization with AI and automation (BIZ224)

Summary

Brian Clint from Salesforce and Jason Amidon, Director of Customer Operations at 3M, discuss the transformation of 3M's customer service using Salesforce and AWS.
3M is a strategic customer for both Salesforce and AWS, with 24 businesses deployed on a single Salesforce org and a recent migration to Hyperforce.
The focus of the talk is on Service Cloud Voice, a product that integrates AWS and Salesforce technologies to enhance customer service.
The implementation of Service Cloud Voice at 3M was global, fast, and efficient, resulting in significant improvements in customer service operations.
Patrick Berries, head of product and innovation at NeuroFlash, explains the role of NeuroFlash as an SI partner in the implementation process.
The deployment of Service Cloud Voice at 3M aimed to reduce the number of cases handled and improve efficiency across various roles within the customer service organization.
The results of the implementation include faster case handling, improved supervisor efficiency, and better agent experiences with features like call transcription and voice diagnostics tied to cases.
The project was completed in a relatively short time frame, with deployments every six weeks, concluding by September/October.
Future goals include leveraging AI and automation to further improve customer service metrics and efficiency.

The partnership between Salesforce and AWS, exemplified by the Hyperforce migration, demonstrates the importance of strategic collaborations in delivering scalable and efficient customer service solutions.
The success of the Service Cloud Voice implementation at 3M underscores the value of integrating telephony into CRM platforms to create a unified agent experience and improve customer interactions.
The rapid deployment and global scale of the project highlight the capabilities of AWS and Salesforce to support large, complex, and geographically diverse customer service operations.
The role of NeuroFlash as an SI partner illustrates the importance of having specialized partners to facilitate the technical aspects of such implementations, ensuring that business requirements are met.
The focus on business results and alignment of technology with business goals is a critical approach for successful digital transformations.
The potential for AI and automation to further enhance customer service is evident, with 3M looking to leverage these technologies to reduce case volumes and improve operational efficiency.
The presentation suggests a trend towards digitization and automation in customer service, with an emphasis on not just implementing new technologies but also achieving tangible business outcomes.