Introduction

Salesforce Einstein includes several no-code AI applications ready for use within the Salesforce ecosystem. Ivan Harris, Program Architect at Salesforce, provides a lovely overview of the Einstein feature set applied to Salesforce Service Cloud.

This blog post shows how the Waylay Digital Twin and Salesforce Einstein combination can help improve service support for connected assets.

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Waylay Digital Twin and Diagnostics tests

Waylay Digital Twin is a Salesforce ISV app that exposes connected asset health and performance metrics within Salesforce. Waylay Digital Twin ingests data from IoT platforms, processes them according to configurable business logic, and generates alarm records in Salesforce when asset issues arise.

In short, Waylay Digital Twin creates several new Salesforce objects that provide real-time and historical information on asset conditions, which are made available within Salesforce Einstein applications to enrich them with technical asset-related problem resolution capabilities. 

In particular, the latest version of Waylay Digital Twin contains support for diagnostics tests. These tests consist of one-time data sample analysis tests that return either a success or a failure, including a recommended action for both. In addition, it abstracts away any complex logic to analyze the sample data to realize a quick asset health check.

The target user is the service agent, field agent, or end customer through the self-service portal. Waylay Digital Twin supports the following typical use cases:

• Check if the asset is online/offline
• Show a meaningful maintenance recommendation based on the low-level asset alarm
• Check that the asset is no longer reporting errors after maintenance activity
• Validate that the firmware update succeeded
• Create and store an on-site acceptance test result during installation of the asset

The asset manager can design and parameter these diagnostics tests using the no-code user interface of Waylay Digital Twin.

We will leverage diagnostics test and alarms when integrating with Salesforce Einstein further down in this article. 

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Smarter Einstein bots with Waylay Digital Twin 

Einstein bots technology provides a ‘virtual support agent’ that takes care of customer support requests via non-traditional support channels like online chat, Facebook, Twitter, etc. It leverages natural language processing algorithms to generate automated instant responses to customers’ questions as if a real human support agent would handle the request. 

These virtual support agents can offload the human support agents, especially for routine requests with low complexity, or pre-analyze the request before routing to the designated human support agent. 

Technical support requests seem to have been out of reach so far, but the Waylay Digital Twin solution provides an expert solution for IoT-connected assets that can now close this gap.
The Waylay Digital Twin App for Salesforce Service Cloud allows:

• The asset manager to define diagnostics tests for connected assets
• The human support agent and the Einstein support bots to call these diagnostics tests and act upon their recommendations

In the example above, the Einstein bot can detect the customer’s intent (“not notified”) in the chat dialog. There is also an angry emoji indicating that this customer is not happy (sentiment detection). The Einstein bot detected that this customer has a predictive maintenance support contract and suggested running a Waylay Diagnostics Test to validate if the connected asset is set up appropriately. The Waylay Diagnostics test analyzes the connected asset data and detects that there is a cloud connectivity problem. The outcome of the diagnostic test is a recommendation to restore cloud connectivity. The Einstein bot uses this outcome to present the appropriate self-help video fragment such that the customer can self-restore the connectivity by following the instructions in the video. Once the customer has restored the connectivity, a final Waylay Diagnostic Test is run to confirm that all conditions have been met according to the customer’s support contract.

The Waylay Digital Twin App ships several Apex actions for executing diagnostics tests such that they can be accessed through any Salesforce business process. These Waylay Apex actions provide the necessary abstraction to Salesforce flows and Einstein bot recipes. The business analyst who creates them does not have to worry about the intricacies of analyzing the raw IoT data patterns for the specific asset of the customer at hand. That hard work is taken care of by the Waylay Engine in a very efficient and scalable way.

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Einstein Predictions and Waylay Digital Twin

Einstein Prediction Builder is a Salesforce no-code AI application that can take Salesforce training data (positive and negative sample records of a particular object) and make predictions for the future with a specific likelihood. In addition, various asset performance records are added with the Waylay Digital Twin app, e.g., Waylay Alarms, Waylay Diagnostics Results, Waylay Snapshot Results, etc. These are generated by predictive and preventive maintenance rules that have been constructed by business users and activated on customers’ connected assets. They hence provide a good view of the ‘health’ of each asset. These custom asset performance records complement the customer’s purchasing, support, and renewal history that’s already in Salesforce.

By training on the history of these records for all customers, Einstein predictions can answer questions like

• What is the likelihood that the customer will call the helpdesk given the current state of the Waylay Alarms on his connected assets?
• What is the likelihood that the customer will cancel the contract given the current list of Waylay Alarms for his connected assets?

These probabilities are invaluable for planning, upsell opportunities, and especially for all strategies related to improving customer retention rates.

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Einstein Next Best Action and Waylay Digital Twin

The Einstein Next Best Action designer allows the business analyst to construct a ‘strategy’ on how to show a ranked list of recommended actions. Waylay Digital Twin generates asset health records through Waylay Alarms, Waylay Diagnostic Results, and Waylay Snapshot data. The Einstein Next Best Action Engine can take its history into account to reorder the list of customer recommendations shown to the support agent. In this way, an individualized support experience is provided to the customer.

Salesforce Einstein Next Best Action engine provides an intelligent way to suggest the right action for the right customer to the support agent. In the example above , the customer requests a product upgrade but may not know that he might need asset maintenance and an appropriate maintenance contract given the current asset conditions. Therefore, the agent is presented with the options that are appropriate for the customer at hand.

In concrete, the Waylay Digital Twin Rules can analyze

• Asset usage patterns: e.g., how intensively the asset is used
• Asset downtime patterns: e.g., how many times the asset is restarted, how many errors are reported

Using this data as input for the Salesforce Einstein Next Best Action strategy, the best possible support contract can be offered to the customer rather than a traditional three-tier support model. And you have the data to support that decision!

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Conclusion

Salesforce Einstein and Waylay Digital Twin for Salesforce are a potent combination that can increase the productivity of a service organization. The Waylay Digital Twin App provides the necessary insights into the performance of connected assets, leveraging any existing IoT device management infrastructure. While Einstein can use the Waylay Digital Twin features, like Diagnostics Tests and Alarms, to make the right support decisions. Stay tuned for more innovation from the Waylay team in this area!

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