Turn Voice Into Action: Using Conversation Intelligence Rules to Drive Next Best Actions in Salesforce

Use Case

Trigger NBA Recommendations based on customer voice using keywords like:

• "happy" 

• "escalate"

These recommendations should appear in real time inside the agent's console while handling a voice call via Service Cloud Voice.

Overview

Step-by-Step-Setup

1. Create Signal Rule at Amazon Connect : Trigger Type( Contact Lens real-time call)

2. Create a Conversation Intelligence Rule at Salesforce end:

                 Go to Setup → Conversation Intelligence Rules → New Rule

NOTE : Ensure the category Value must match the category created at Amazon Connect end.

3. Build the Recommendation Flow

4. Create the Recommendation

5. Display It to Agents

Additional Resources

• Set Up a Next Best Action
• Conversation Intelligence Rule