Einstein Chatbot Integration in a Fintech Company for Exceptional Customer Service
About the Client
Our client is an individual consultant who helps organizations with the optimization of online business processes and the development of integrated technologies.
Serving businesses for 15 years, the client approached us to enable Chatbot on their website, a digital payment processing platform to engage with customers in real-time, providing instant support and information.
Challenges Faced by the Client
While dealing with digital transactions, the client needed to offer instant support to its customers, but faced the following challenges:
- Inefficiency in managing their support tickets and case communication within their Salesforce org
- Manual creation of contacts for cases coming from The Email to Case functionality in Salesforce
- Lack of real-time engagement with users looking for support on the website
- Inefficiency in providing support on multiple channels like Facebook and WhatsApp .
Solutions Offered
When approached to streamline their customer support operations and integrate a Chatbot to enhance user engagement, the developers at HIC Global Solutions stepped in to address these challenges with a comprehensive solution including the Einstein Chatbot Integration.
- First, the developers at HIC developed and deployed the Salesforce Einstein Chatbot on their payment website. They leveraged Apex code and automation to enable the Chatbot to communicate with Salesforce data, enabling real-time responses to customer inquiries and providing a seamless user experience.
- Created a Facebook messaging channel and seamlessly integrated it with the client’s Chatbot in a Sandbox environment, allowing them to provide support through this popular communication platform.
- Also, Created a profile within the client’s Salesforce org for the specified user to handle tickets and support efficiently.
- Implemented automation that automatically created contacts in Salesforce from cases generated by the “Email- to- Case” functionality in sandbox environment. In this automation, it adds a contact under the case if the contact already exists in Salesforce. If the contact is not in Salesforce, it then creates a new contact and adds it to the case.
- Also added a custom Type Picklist value ’Notion’ in the Case Object for enhanced case categorization in Salesforce.
Key Improvement for Client
Result:
- Improved User Engagement with Real-time Response
- Better Multi-Channel Support with Chatbot Integration
- Reduced manual data entry with automatic contact creation
- Faster resolution times and improved customer satisfaction
Work Done
India 
USA
UK
Canada