A great tool with a huge wide of options to explore
Use Cases and Deployment Scope
Currently we use Salesforce Einstein Bots under a live chat solution, to provide a self service option to the customer before sending him to speak with a customer service advisor
Pros
- Easily configured
- Allow code
- Integrates with Chat solution
Cons
- Allow bigger text messages
- Be more clear when using html
- Call other variables available in the org
Most Important Features
- Being configurable through setup
- Can be cloned
Return on Investment
- We were able to assist customers with the self service option, without wasting effort from a real CS advisor
Other Software Used
Slack, Apache OpenOffice, Notepad++