Ryan Nichols

Product leader of Service Cloud, the #1 AI-powered CRM for service.

[Omar Shaik @omarshaikdev]

Everyone's a data person now.

Introducing Atta, the AI that helps you run your business.

Connect your data. Ask why churn is spiking. Atta doesn't just give you a chatbot answer. It builds a gorgeous interactive analysis with the deep cuts you care about.

Business analysis just got personal.

Warm intros only. Founders, ask your VC for an invitation. 😉

[Marc Benioff @Benioff]

Introducing Einstein Service Agent on Salesforce's new Agentforce Platform! Experience intelligent customer support with seamless collaboration between digital & human workers for rapid case resolution.

🔹 Seamless transfer & human handoffs across all channels
🔹 No writing conversational trees
🔹 Reads text, images, audio/video
🔹 Omni-channel transfer & human handoffs
🔹 Acts across sales, service, marketing, & commerce
🔹 Hybrid keyword & vector search
🔹 Extensible low-code tools
🔹 MuleSoft for cross-system actions
🔹 Real-time, harmonized data with Data Cloud

See it at Dreamforce 2024! Now everyone is an Einstein. ❤️

[Sheila McGee-Smith @McGeeSmith]

6th @Salesforce State of Service Report is out. #AI and #automation may present solutions for agents who spend just 39% of their time servicing customers amid internal meetings, administrative tasks, and manually logging case notes @rynnic https://t.co/iaG2PSANbM

[Ryan Nichols @rynnic]

Great take from @McGeeSmith on our launch: "The one I find the most immediately useful to businesses is Generative Knowledge Creation. It allows contact centers to build their knowledge base by automatically creating articles from customer conversations."
https://t.co/FZCz4Uc243

[Sheila McGee-Smith @McGeeSmith]

Salesforce Service Cloud announces new Contact Center #GenAI features at #Enterprise Connect, including Generative Knowledge Creation. Ryan Nichols < More soon on No Jitter https://t.co/7BIAgZY2I6

[Ryan Nichols @rynnic]

"With Gen AI, agents don’t need to read all 10 pages of the policy. That means less time that customers spend waiting and more time for agents to focus on building those relationships.”

[Ryan Nichols @rynnic]

Great interview by @McGeeSmith of Danielle Joiner McPherson @Deta “People fly Delta because of our people. And Gen AI can’t replace the people on our planes. But our contact center agents are still hunting and pecking for information. We’re using Gen AI to help..."

[Ryan Nichols @rynnic]

Excited to be at #EnterpriseConnect sharing today's launch of @ServiceCloud 's AI + Data-powered Contact Center: Expanded conversation mining, knowledge generation, article recommendations, and more....

[Agentforce Service @ServiceCloud]

Salesforce Service Cloud contact center innovations — powered by Salesforce’s Einstein 1 Platform — provide AI-powered insights that will:
🤝 Grow loyalty.
📈 Increase customer satisfaction.
💰 Help turn call centers into revenue generators.

#EinsteinAI https://t.co/hdAyCC336g

[Ryan Nichols @rynnic]

I recently had the opportunity to share some thoughts on the latest AI-driven innovations in @ServiceCloud with @Sudipto_Martech. @Salesforce is redefining how service teams support their customers w/ the help of #AI. Check out my full Q&A on @AiThority: https://t.co/nLNpqY6CXj

[Ryan Nichols @rynnic]

.@Grubhub is consolidating its tech stack with @salesforce. @ChainStoreAge shares how the on-demand delivery provider has saved $1M to date by doing so: https://t.co/ai9l94vC0N

[Marc Benioff @Benioff]

There's so much need for immediate relief to thousands of families affected by last weekend's horrific terrorist attack on Israel and the ensuing war in Israel & Gaza: alternative housing, basic equipment, medical & mental well-being etc. Join us in supporting United Hatzalah and Save The Children.
https://t.co/CagbJcTWdX & https://t.co/mG8dUK2mk4. May the One brings Peace bring Peace to All. ❤️

[Ryan Nichols @rynnic]

Another great moment: "We must retain the member of today and gain the member of tomorrow: My son couldn't care less about talking to anybody, he wants to do everything from the palm of his hand"

[Ryan Nichols @rynnic]

Amazing to hear AAA/ACG's COO/CTO Shahreh Abedi talk with @ServiceCloud 's @BrendaBown at #DF23 : "We are nothing if not known for our trust... We're making life easier for our agents so we can keep reducing that time of arrival."

[Ryan Nichols @rynnic]

Amazing to hear AAA/ACG's COO/CTO Shahreh Abedi talk with @ServiceCloud 's @BrendaBown at #DF23 : "We are nothing if not known for our trust... We're making life easier for our agents so we can keep reducing that time of arrival."

[Agentforce Service @ServiceCloud]

Everyone calls @AAA_Michigan in times of need, who does AAA/ACG call? 🤔📞

#Customer360.

With a trusted platform, 13M+ members have a better experience right when they need it: https://t.co/Yjd5c1u1Jl

[Ryan Nichols @rynnic]

This comment was after a video that shared Williams Sonoma's founding story and efforts to stay true to the "shopkeeper" experience, so was pretty well grounded

[Ryan Nichols @rynnic]

“When it comes to customers, there can be nothing 'artificial' about the experience. So as we use AI to improve the customer experience, we need to be completely authentic” Laura Alber CEO @WilliamsSonoma with @MarcBenioff @Salesforce @Dreamforce #DF23

[Agentforce Service @ServiceCloud]

Lights, camera, innovation. ✨

It's Service Keynote Day at #DF23. 🙌

Don't miss "Reimagine Service for the AI Era" LIVE in-person or on Salesforce+ today at 11 a.m. PT / 2 p.m. ET: https://t.co/smOdo9Iudu

[Ryan Nichols @rynnic]

Exciting step forward in our quest to bring the world of CRM & CCaaS together. It has been great working with Olivier and the team at @Genesys.... congrats!

[Genesys @Genesys]

𝗡𝗘𝗪𝗦: To help businesses drive more value from #data and #AI we've expanded our partnership with @Salesforce 🤝

Learn how this new native integration between #GenesysCloudCX and Salesforce @ServiceCloud will result in smarter end-to-end customer and employee experiences.

[Ryan Nichols @rynnic]

@khemaridh Willy Wonka and the Chocolate Factory

[Salesforce @salesforce]

Service agents no longer have to spend time finding answers and crafting responses — #ServiceGPT does that for them!

Watch Service Replies, auto-generated personalized responses based on real-time data, in action. ⬇️

P.S. You can start using it today 😉: https://t.co/SjR2ruiKSb

[Ryan Nichols @rynnic]

@singhns @khemaridh The tough moment was saying the intuitive "no" and getting the innocent "why did you say no dad?" All my explanation felt hollow, so I started carrying subway gift cards...