CAISY™ Integration with Salesforce

CAISY is an AI-powered coach for conversational training that creates a supportive, interactive setting for practicing challenging work conversations. The app allows your teams to learn from experience in a low-stakes environment to build confidence before handling calls with live customers, or practice after less-than-ideal customer interactions that received low NPS or CSAT scores. As team members work through the conversation, CAISY responds to their input in real time and then provides adaptive feedback, highlighting what they did well and areas for improvement.

Core Capabilities

When you integrate CAISY with Salesforce, you get all of the following capabilities:

• Skillsoft scenarios: Using these scenarios designed specifically to improve customer service skills, team members can role-play with AI characters that adapt in real time offering feedback on how well they mastered a particular skill, such as empathy, persuasion, and conflict resolution.
• Case history practice: Team members can launch CAISY from within a specific case. CAISY uses the case conversations and history to create a scenario exclusively aligned to the case. The team member can then role play the specific case scenario to prepare to handle an upcoming interaction.
• Transcript evaluation: CAISY can evaluate a team member on an actual customer interaction using the case transcript.
• Scorecard evaluation: At the end of each scenario interaction or transcript evaluation, CAISY provides a score and feedback outlining areas that the team member handled well as well as areas for improvement.
• Reports: Salesforce administrators can review team member scores and progress on scenarios through reporting options.