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  • Writer's pictureZack Martin

EinsteinGPT Has Forever Changed these 10 Service KPI's


Welcome fellow trailblazers! Our team has been waiting patiently for Trailblazer DX and it sure didn't disappoint. From automating mundane customer service tasks to helping agents better engage with customers, EinsteinGPT has forever changed how businesses measure the success of their customer service efforts. The question is, do you know what's changed for YOUR business?


By leveraging Salesforce's innovative artificial intelligence capabilities and mixing it with the power of Generative Pre-trained Transformers (like OpenAI's chatGPT) combined with customer-specific data, EinsteinGPT provides leaders unprecedented insights into their key performance indicators (KPIs). In this article, we'll take a look at 10 core KPIs that EinsteinGPT can help you measure—from reducing average handle time to boosting first contact resolution rates. We'll discuss how these KPIs affect your business operations and why they're essential for driving organizational success. We think you'll find with its intuitive UI and ability to analyze vast amounts of data in real-time, EinsteinGPT empowers companies like never before!


Introducing EinsteinGPT and its revolutionary impact on customer service




Powered by chatGPT's generative abilities and supplemented with platform and customer-specific data, Salesforce customers are now able to implement AI into their businesses easily, and without a team of data scientists. Not only does it provide customers with quick and accurate answers, but it also allows organizations to gain insights from conversational data generated by chatbot sessions. From automated knowledge article creation to instant case summaries, Salesforce's EinsteinGPT is redefining what one can expect from customer service – ushering in a new era of Artificial Intelligence innovation.


How EinsteinGPT is Changing the Service KPI Game


There is so much to talk about in every realm of business, but today we want to speak to Service. EinsteinGPT is revolutionizing the way companies evaluate customer service KPI's. By combining customer-specific data, the internet, and powerful generative abilities, this new technology grants customer service leaders access to sophisticated, timely, and reliable metrics like never before. Not only does this mean customer satisfaction can be quickly improved, but customer service representatives are now better equipped to identify and address customer issues proactively. This previously challenging task has become easier than ever, allowing customer service teams to make decisions and track progress effortlessly. All in all, EinsteinGPT is changing the customer service KPI game by making work easier and providing customer service leadership access to metrics that were simply out of reach, out of context, or out of date before.


The KPI's that Are Being Forever Changed by EinsteinGPT


Whether it is in Sales, Service, Marketing or IT, all metrics will fundamentally shift as we see AI incorporated more and more into daily employee workflows. With this combo of chatGPT's generative abilities and platform and customer-specific data, KPI's are no longer the boring numbers they once were nor do they warrant the same boring mindsets around their improvement—they are now inspirational and truly actionable. Now more than ever, key performance indicators can be used to simplify decisionmaking and customer complexities, while increasing satisfaction and operational efficiency. Let's take a deep dive into the top 10 service KPI's that are being drastically impacted with the release of Einstein's newest upgrade.



  1. FCR (First Call Resolution)

  2. AHT (Average Handle Time)

  3. CSAT (Customer Satisfaction)

  4. NPS (Net Promoter Score)

  5. CDR (Case Deflection Rate)

  6. FRT (First Response Time)

  7. AWT (Average Wait Time)

  8. WUT (Wrap Up Time)

  9. TBC (Time Between Calls)

  10. ACR (Abandoned Call/Chat Rate)



1. First Contact Resolution (FCR):

With access to your knowledge base, the internet, and customer data in Salesforce, EinsteinGPT can help agents quickly and accurately resolve customer issues on the first interaction, improving FCR rates.


There are several unique ways that EinsteinGPT can help service agents improve First Call Resolution (FCR) metrics. Here are a few examples:

  1. Provide personalized recommendations: EinsteinGPT can analyze customer data to provide personalized recommendations to service agents. This can include suggested products or services that may address a customer's specific needs, or personalized discounts or promotions that may incentivize the customer to make a purchase or retain their loyalty.

  2. Predictive analytics: EinsteinGPT can analyze customer interactions and historical data to identify potential issues before they become major problems. This can help service agents proactively address customer concerns, resulting in a higher FCR rate.

  3. Contextual understanding: EinsteinGPT can provide service agents with a contextual understanding of their customer's inquiry by analyzing their previous interactions with the company. This can help service agents quickly understand the customer's issue and provide a solution, resulting in a higher FCR rate.

  4. Multilingual support: EinsteinGPT can provide multilingual support to service agents by translating customer inquiries and responses in real time. This can help service agents communicate effectively with customers who may speak a different language, resulting in a higher FCR rate.


2. Average Handle Time (AHT):

By providing agents with relevant customer data and suggested responses, EinsteinGPT can help reduce AHT and increase efficiency.


Incorporating EinsteinGPT into customer service workflows can significantly improve the Average Handle Time (AHT) KPI. EinsteinGPT can assist customer service representatives (CSRs) in providing accurate and prompt responses to customer inquiries, leading to reduced AHT. For example, EinsteinGPT can be utilized to automatically generate standardized responses to frequently asked questions, such as product pricing or return policies, which can be sent to customers without the need for human input. Additionally, EinsteinGPT can be trained on the company's specific products and services to provide CSRs with suggested responses to customer inquiries, ultimately enabling them to resolve customer issues more quickly and efficiently.


3. Customer Satisfaction Score (CSAT):

With personalized and accurate responses, EinsteinGPT can help increase CSAT and improve customer loyalty.


As EinsteinGPT from Salesforce moves out of closed beta soon, customers are sure to experience increased satisfaction when it comes to the way they interact with brands. Here are a few key areas we expect this technology to change, enhancing CSAT.

  • Consistency: EinsteinGPT can provide consistent and accurate responses to customer inquiries, ensuring that every customer receives the same high-quality service. This can help improve CSAT scores by creating a reliable and trustworthy brand image.

  • Time savings: EinsteinGPT can help service agents save time by automating responses to frequently asked questions or common inquiries. This can enable service agents to focus on more complex or urgent inquiries, leading to faster resolution times and improved CSAT scores. However, the most impressive thing about EinsteingGPT is it's ability to keep up just as well with more complex and nuanced questions and topics, quickly summarizing and extracting the most important and relevant themes, sentiments, questions, and action items. Agents only need to confirm or quickly modify their choice of responses before quickly moving on.

  • Proactivity: EinsteinGPT can help businesses be more proactive in identifying and resolving customer issues. By analyzing customer data and interactions, EinsteinGPT can identify potential issues before they become major problems, allowing businesses to take proactive steps to address them and improve CSAT scores.

  • Omnichannel support: EinsteinGPT can provide support across multiple channels, including social media, email, and chat. This can help businesses improve their CSAT scores by providing customers with multiple options for communicating with them, and ensuring that their inquiries are addressed in a timely and efficient manner.


4. Net Promoter Score (NPS):

With access to customer data and intelligent responses, EinsteinGPT can help increase NPS and drive customer advocacy.


When it comes to gauging customer satisfaction, Net Promoter Score (NPS) is an invaluable metric that looks at how likely a customer is to recommend your product or service. Thankfully, EinsteinGPT makes understanding and achieving a higher NPS easier than ever before. By combining the power of chatGPT with first-party data, companies can personalize their conversations and responses to significantly improve the overall customer experience. As customers feel heard and valued in unique and personalized ways, they are more likely to form a positive opinion on your company and become advocates.


Additionally, by analyzing the sentiment of customer interactions with the company, EinsteinGPT could identify potential areas for improvement and recommend personalized interactions that would improve the overall customer experience and increase their likelihood of recommending the company to others.


For example, EinsteinGPT could analyze social media comments or customer reviews to identify patterns in negative sentiment about a particular product or service. Based on this analysis, EinsteinGPT could recommend personalized interactions that address these concerns and provide customers with more positive experiences. This could include personalized product recommendations, promotions, or discounts based on their past interactions with the company.

Additionally, EinsteinGPT could use machine learning algorithms to make predictions about which personalized interactions are most likely to improve NPS based on historical customer data. For example, if EinsteinGPT identifies that customers who receive personalized product recommendations are more likely to become promoters, it could recommend this interaction to similar customers in the future.


5. Case Deflection Rate (CDR):

By utilizing Salesforce data and intelligent responses, EinsteinGPT can help improve CDR and reduce the need for human intervention.


With EinsteinGPT, your customer service team can take advantage of the power of a remarkably intelligent chatbot to assess and respond to inquiries without overburdening personnel resources. By understanding customer intent and responding with relevant data stored in Salesforce, the utility of this product can reduce the need for human intervention and, consequently, significantly improve your case deflection rate (CDR)!


Another exciting area is the ability to easily deploy self service sites and populate them with knowledge articles, all facilitated by your natural language prompts and the magic of EinsteinGPT! (And tell your marketer friends you can do this with landing pages too!) Putting key information in the hands of your customers will empower them to solve their own issues much more quickly, consuming fewer critical resources.


Instead of struggling with manual entry and resolution process inefficiencies, you have a trusted ASSISTANT that can provide personalized yet self-serviced support. Your customers will enjoy faster resolution time while you save time and money on training agents. EinsteinGPT is here to help increase satisfaction and boost productivity - a must-have for any organization looking to remain competitive in an increasingly digitalized world!


6. First Response Time (FRT):

With suggested responses and customer data at their fingertips, agents can respond quickly to customer inquiries, reducing FRT.


EinsteinGPT is a game-changer for customer service teams who routinely access knowledge articles to assist customers. This technology is allowing agents to respond more quickly and efficiently to incoming inquiries than ever previously imagined. With a combination of suggested responses and customer data at their fingertips, agents can quickly provide thoughtful and individualized solutions that reduce first response time (FRT) by focusing on the specific needs of each customer—ensuring accurate resolutions as soon as possible. By taking the guesswork out of providing exceptional customer service, EinsteinGPT transforms the customer experience and sets businesses up for success.


7. Average Wait Time (AWT):

By providing personalized responses and reducing the need for human intervention, EinsteinGPT can help reduce AWT and improve the customer experience.


Customers can now enjoy the benefit of personalized responses with reduced human intervention. This ultimately leads to a better customer experience by decreasing Average Wait Time (AWT). By leveraging powerful generative abilities, coupled with enhanced customer data insights gained from previous interactions, your knowledge base, and the internet, EinsteinGPT empowers customers with quicker and more accurate responses while accounting for their individual needs.


8. Wrap-Up Time (WUT):

With intelligent responses and customer data, agents can quickly complete tasks related to customer interactions, reducing WUT.


Customer service agents can now close out customer interactions more efficiently thanks to EinsteinGPT's combination of conversational intelligence and customer data. No longer do agents have to spend time wasting valuable minutes when it comes to wrap-up time (WUT). With these new capabilities provided by Salesforce, agents can quickly and easily create, access, and update specific customer data that's generated in real time with every conversation. This allows them to categorize customer data quickly and jump straight into serving the next customer, hassle-free. As you can see, EinsteinGPT from Salesforce is a game changer for business who rely on having their staff provide their customers with top-notch customer service experience.


9. Time Between Calls (TBC):

By providing suggested responses and reducing the need for human intervention, EinsteinGPT can help agents spend less time between calls and improve productivity.


With EinsteinGPT customer service agents no longer need to spend as much time between calls. Besides Wrap-Up-Time, agents can spend considerable time researching key data about customers - this can be made much easier and faster with EinsteinGPT available directly inside Salesforce. Additional activities that factor into TBC metrics such as coaching and training will fundamentally change too, as the amount of time agents are required to be out of the distribution queue will trend sharply downward.


10. Abandoned Call Rate (ACR):

With personalized responses and reduced wait times, EinsteinGPT can help reduce ACR and improve the customer experience.


EinsteinGPT has revolutionized the customer service experience by providing personalized responses to customers in record time, resulting in drastically reduced abandoned call (or chat!) rates (ACR). With this new technology, agents are ultimately able to help more customers, more quickly, with a high degree of consistency in engagement quality. Not only does this reduce customer frustration due to long wait times and unanswered questions, but it also increases efficiency and provides a better overall customer experience. With EinsteinGPT, customers can receive timely and tailored advice that meets their needs on a professional level whether it be through self service portals, intelligent chatbots, or supercharged live agents.


The Benefits of EinsteinGPT for Your Service Organization


After considering the 10 KPI's above, which ones resonate with you most? With this revolutionary product, teams can bring speed and accuracy to their customer interactions and have access to unprecedented insights. Beyond that, EinsteinGPT provides faster response times with fully autonomous answer generation. This puts your service organization in an entirely new league - one that offers a better quality of work and less time spent on the mundane. With extraordinary capabilities like these, EinsteinGPT is sure to revolutionize how your team works now and well into the future.


How to Get Started with EinsteinGPT


Getting started with EinsteinGPT is just a matter of patience as it is currently in a closed beta. With release being right around the corner, sign up to our newsletter here to stay updated on the general availability of EinsteinGPT.


Summarizing the Benefits of Using EinsteinGPT to Improve your Service Team's KPI's


EinsteinGPT is an exciting innovation from Salesforce that provides your service team with a powerful boost of generative abilities, the likes of which we've all seen dominating the public eye recently. Thanks to this integrated technology, you can now access the world's information, blend it with your customer data and knowledge base, and take proactive service to the next level with dynamic generative content and data. Additionally, its intuitive and natural language-driven interface makes its use and customization exceptionally easy. EinsteinGPT opens up a new world of possibilities for service leaders and agents alike -- the only limit is truly your imagination.


Don't forget, for more news on EinsteinGPT and to learn when it becomes generally available you'll want to sign up for our newsletter here


We'll leave you with a snackable video from Salesforce about EinsteinGPT so you can see for yourself what the magic looks like in action!




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