Communications Cloud AI and Data 360

Communications Cloud leverages generative AI to transform customer experiences in the telecommunications industry and increase operational efficiencies. Communications Cloud AI equips businesses with trusted AI solutions that grow revenue and reduces churn. With a Data 360 foundation for Communications Cloud, telecommunications providers can ground their prompts in relevant business contexts like billing, usage, bandwidth, and up-time to embed AI right in the flow of work.

AI helps communication service providers to accelerate and scale sales by reducing quoting errors and time from lead to order. AI-powered customer support helps grow and maintain customer relationships, which reduces cost to serve and increases retention.

Here’s some use cases for AI capabilities available in Communications Cloud:

• Billing Inquiry Management: Enhance your service reps with generative AI to provide personalized, proactive customer support while accelerating billing inquiries resolution.
• Quick Quote: Sellers can generate quotes quickly and more accurately with Quote Generation.
• Personalized Upselling: Proactively identify customers experiencing service degradation and upsell opportunities by utilizing Service Level Objective (SLO) monitoring.

• Artificial Intelligence Use Cases for Communications
  Get real-time predictions about subscribers who are likely to churn and provide intelligent visual insights that your agents can use to minimize churn. Predict in-progress orders that are at risk of delay and prevent delays in order fulfillment. Predict the due dates of prospective order line items related to individual quote line items during quote creation and increase customer satisfaction.
• Get Started with Data 360 for Communications Cloud
  Unify, transform, and analyze your communications data by setting up Data 360 for Communications Cloud. Data 360 for Communications Cloud helps communication service providers (CSPs) leverage their data to deliver personalized customer experiences, streamline operations, and drive business growth. By integrating these two platforms, businesses can achieve a more streamlined and efficient communication strategy. You can ingest data from different sources into Data 360 by using data model objects and enable real-time data streaming, efficient monitoring, and comprehensive reporting. This ensures high-quality communications data and operational efficiency.
• Agentforce for Communications Cloud
  Boost the efficiency of your sales and service reps by integrating the assistive and autonomous AI capabilities of Agentforce into your business in Communications Cloud. Sales and service reps can use Agentforce to self-serve and quickly resolve their communications-related queries.