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The "Einstein Bots" project aimed to revolutionize customer service by integrating Einstein Chatbots with a robust Knowledge Base and Omni-Channel support, thereby enhancing user experience and operational efficiency. As both the project manager and Salesforce administrator, I led this strategic initiative, focusing on improving service response times and leveraging technology for smarter customer interactions.

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Key Contributions as a Salesforce Administrator:

• Technical Implementation and Integration: Orchestrated the technical setup and integration of Einstein Chatbots with Knowledge Base, ensuring the chatbot could retrieve and provide accurate information. Utilized Salesforce’s Omni-Channel capabilities to route customer inquiries efficiently, ensuring that complex issues were escalated to the most suitable representative.

• Custom Development: Customized chatbot templates and designed flows that were integrated with Einstein Chat. This included training the chatbot with advanced machine learning to understand and respond to customer queries effectively.

Key Contributions as a Project Manager:

• Project Planning and Stakeholder Engagement: Kicked off the project by aligning all stakeholders with the project's goals and established a clear communication channel for continuous updates and feedback. Managed a cross-functional team through the various phases of the project, ensuring that all milestones were met on time.

• Needs Assessment and Strategy Formulation: Conducted a thorough needs assessment to identify gaps in the current service delivery, which helped in designing a targeted solution using chatbots. Developed a comprehensive strategy that addressed these gaps through technology integration.

• Training and Deployment: Led the training initiatives for customer service representatives to ensure they were adept at using the new tools. Managed the chatbot’s deployment into live environments and ensured smooth integration into existing customer service channels.

• Continuous Improvement and Reporting: Set up continuous monitoring systems to gather feedback and implemented an iterative improvement process to refine chatbot interactions and Knowledge Base content. Generated periodic reports to track performance against the project’s success criteria, such as customer satisfaction rates and response times.

This project showcased my ability to manage complex technological integrations within Salesforce while ensuring that the strategic objectives aligned with business goals.

My role as both a Salesforce admin and a project manager was pivotal in navigating the project towards enhancing customer satisfaction and operational efficiency through innovative technological solutions. To view the video series demonstration of the Einstein Chatbot, click here.