If, for example, the organization has different service systems for different geographies or decides to change its finance system, the Intelligent Routing Process API simply re-points to the new System API or even uses the same API specification and the systems are swapped out transparently underneath. Different Experience APIs can be implemented for different consuming applications, which still reuse the same Process API.įlexibility to swap out different backend systems is enabled with this approach. If there is no clear route, then it can default to creating a new case in Service Cloud to be dealt with by a service agent.Ī single Experience API is provided in this example that a web page can call to pass the captured question from the organisation’s website. The original data to build the model is in the Trailhead referenced above but has been adapted with only three labels: Sales Opportunity, Service, and Finance.Ī set of System APIs, using out-of-the-box connectors to Salesforce and MYSQL, provides a standardized interface into the backend systems, abstracting the complexity of these systems into a simple, easy to use set of APIs to update Sales Cloud, Service Cloud, and MYSQL.Īt the Process layer, the Intelligent Routing API contains the orchestration logic to route the request to the right System API and calls the Einstein Intent APIs directly to pass the question and get back the probability of which route it should go down. You can say “I’d like to buy a new pair of your latest sports shoes,” or “I’ve got a problem with my new shoes,” or “I haven’t been invoiced for my order yet,” and they will be directed to the right department.Ī model has been trained with data, through the Einstein Intent APIs so free text questions can be directed through the natural language (NLS) APIs and a probability of which category the question belongs to. It then orchestrates the information to either Sales Cloud, Service Cloud, or a Finance system simulated in a MySQL Database. The questions are submitted through a web page where MuleSoft communicates with Einstein to categorize the questions as either sales, service, or finance-related. I have taken the standard Einstein Intent Trailhead content and model and adapted it using API-led connectivity instead of a code-based approach in Salesforce Apex, to show how a fictitious online shoe retailer could automatically route free text questions to the right department. Einstein was just starting to be embedded in the Salesforce Platform and is now at a level of maturity to revisit a range of use cases where MuleSoft and Einstein could be used together. I originally investigated this over two years ago, looking at how MuleSoft could leverage some of the Salesforce platform technologies and Einstein Intent APIs. ![]() Read reports MuleSoft and Einstein together There are no data prep or managing complex models across huge data lakes needed to use Einstein - just put the data into Salesforce, through the APIs and it works.
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