Harnessing AI for better billing: Exploring Salesforce’s Billing Inquiry Manager

AI SaaS

Customer satisfaction and operational efficiency are more important than ever for an organization’s success. In response to enterprise needs, Salesforce Inc. released its Billing Inquiry Manager, an AI-powered tool designed to transform the way communication service providers handle customer inquiries.

The solution ensures faster, more accurate and trusted interactions, according to David Fan (pictured), vice president and general manager of communications at Salesforce.

“One thing that we constantly hear from our customer is, ‘AI is great, generative AI is great, but how do you make it manageable and deployable?’” Fan said. “We announced the first generative AI power application for communications, Billing Inquiry Manager. How we can help the service agent to be better — that’s what this is all about, leveraging generative AI to ask them to handle some of the most common requests that they get. What is my bill? Why is my bill so high?”

Fan spoke with theCUBE analysts Savannah Peterson and Shelly Kramer at MWC Barcelona, during an exclusive broadcast on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed the importance of AI being deployable and manageable, as well as how Billing Inquiry Manager makes this a reality. (* Disclosure below.)

Billing Inquiry Manager aims to build trust with AI

For AI to be deployable and manageable, trust in the technology is imperative. As a result, Billing Inquiry Manager provides recommendations backed by authentic data, according to Fan.

“Trust is our number one core value,” he said. “I think my recommendation to a customer who wants to embark on this journey is make sure that you have the right data strategy. Data is the foundation of AI, and Salesforce has a data cloud to help you to harmonize your data.”

Since trust is integrated into Salesforce’s predictions, AI “hallucinations” and toxic responses are avoided. Salesforce also launched Einstein Copilot, a customizable generative AI conversational assistant, to offer genuine feedback.

“Salesforce has been in the AI business for 10 years,” Fan said. “We are generating 1 trillion predictions every week. The beauty of this is all these predictions are embedded in your CRM so that every time you interact with your customer, you have AI to sort of walk with you. Einstein Copilot was launched because of that, to give you the ability to ask the right questions, protect the information and get trusted results back.”

Here’s the complete video discussion, part of SiliconANGLE’s and theCUBE Research’s coverage of MWC Barcelona:

(* Disclosure: TheCUBE is a paid media partner for the MWC Barcelona event. No sponsors have editorial control over content on theCUBE or SiliconANGLE.)

Photo: SiliconANGLE

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