Real-Time keyword detection : Summer'23 Salesforce Release
Service Cloud Voice enhancements Customer Need Ability to create signals based on keywords being uttered during a voice call. Solution / How To Configure Create a new rule and define the action that needs to be taken. Under “Trigger Type” you specify when the rule should be triggered, what action the rule can take, and what conversation channel it can be used on. Use Case Automatically record that customers uttered specific works such as “unsatisfied”, “unhappy”, “manager”. Impact Lower AHT, customer satisfaction