Robot Love?

Let’s be honest — AI is here, and it’s here to stay. Salesforce’s latest release is packed with tools designed to improve speed, accuracy, and productivity across service teams. And while features like Einstein AI and auto-generated replies are enticing, they’re only as good as the human-centered strategy behind them.

Truth is -  no amount of automation can replace the impact of a thoughtful, responsive, real human being.  As a customer, you know this.  How many times do we pound the "0" button desperately trying to get to someone who can actually help us.  ANYONE.  

So where's the real win?

Blending AI with empathy — intentionally designing your service flows to let tech do the heavy lifting while your people deliver the actual experience.

In this newsletter, we’ll walk through:

• Some of the new stuff in Salesforce Service Cloud

• The risk of going “AI-first”

• 3 ways to blend automation with empathy

• A human-centered audit checklist

• A quick real-world case story

What’s on offer for Salesforce Service Cloud? Salesforce has improved their options for AI-powered service support, including:

🐾 Einstein for Service

Salesforce’s AI assistant can:

• Suggest replies based on customer history

• Auto-summarize long case threads for agents

• Recommend next steps

🐾 Work Summarization

AI can summarize previous client / support interactions for cases — this means support gets faster context without scanning every previous case log. This is beneficial at every level of support, whether it's shift change at tier 1, pickup at tier 2, or an escalation.

🐾 Enhanced Omni-Channel Routing

Routing can be based on sentiment, urgency, and case complexity —improving the timing on human intervention.

These tools are smart, scalable, and powerful — but most valuable when paired with a thoughtful implementation plan.

 ⚠️ The Risk of AI-First Without the Human Layer

When we're running around trying to do all-the-things, the temptation is real to just let the bots handle it.

But here's the problem. When AI becomes your frontline instead of your assistant, customer trust starts to erode. We’ve all been there — stuck in a chatbot loop, feeling unseen, unheard, and frustrated…probably yelling at robots.  

In service-based businesses where relationships matter, that’s a serious risk.

What I tell clients often: AI shouldn’t replace your team. It should enhance them.

 🧠3 Ways to Blend Automation with Empathy

Here’s how I guide clients through building AI-enhanced, human-first service systems:

 1. Train Your AI to Match Your People

Most AI systems (including Salesforce’s Einstein) can be customized to match the tone of your brand. Don’t settle for default replies — teach your AI how your team talks.

• Use real agent responses as training data

• Include tone guidelines in prompt customization

• Inject warmth and simplicity, especially in stressful moments

This tiny shift builds trust fast.

 2. Set Smart Escalation Triggers

Not every case should be handled entirely by AI - don't we as customers know it!!!

Set clear criteria that immediately hand off to a human — like:

• Emotional keywords (angry, upset, cancel, and…others we won't print here)

• Repeat contacts on the same case

• Long response chains

• VIP accounts

Let AI triage, not trap.

 3. Review AI Transcripts Weekly

If you’re letting bots speak on your behalf, review what they’re saying.

Create a weekly QA ritual:

• Spot-check AI replies for tone mismatches, erroneous routing, etc

• Track escalation counts on cases

• Compare customer sentiment before and after AI interaction (read: case surveys)

Weekly checks protect long-term customer experiences