Complete Calls with Ease via Einstein Voice Wrap-Up (Pilot)

Einstein Voice Wrap-Up analyzes each customer conversation as it happens and suggests field updates based on past Service Cloud Voice calls. When support agents transfer or complete a call, Einstein helps them update field values in a snap.

Where: This change applies to Lightning Experience in Enterprise, Performance, and Unlimited editions and requires Service Cloud Voice.

Why: Like Einstein Case Classification and Einstein Case Wrap-Up (pilot), Einstein Voice Call Wrap-Up suggests updates to field values. But, Case Classification and Case Wrap-Up recommend field updates on Case records. In contrast, Einstein Voice Call Wrap-Up learns from completed calls to suggest updates to Voice Call fields.

How: Recommendations appear in the Einstein Field Recommendations component, which you can add to the Lightning Service Console Voice Call layout or to the Lightning app of your choice. Agents click Get Einstein Recommendations to view predictions and can then review and save recommended updates. A green dot indicates a field with predictions. Einstein Voice Wrap-Up suggests field values on voice calls.

To sign up for this pilot, contact your Salesforce Account Executive. When you set up Einstein Voice Call Wrap-Up, you select the Voice Call fields that you want Einstein to make recommendations for.