One of the most valuable use-cases for having Cognigy.AI and Salesforce teaming up is to identify the user as existing Salesforce Contact. Hence, the AI Agent is able to provide a personalized experience that starts with a greeting based on their real first name and continues with proactively suggesting topics based on the previous interactions in the past. Sounds amazing, right?

How it works

First, we want to make sure to search for the contact right at the start of the conversation. For this, one can add and configure the Search Contact Flow Node:

Based on the connected Salesforce instance, this Flow Node will show the available fields within the "Contact" entity. In this example, we use the "Email" field and the user ID of the logged in Cognigy.AI user for testing. Therefore, please make sure that there is an existing "Contact" in Salesforce that has the same email address assigned as the Cognigy.AI user you are logged in with. In the "Storage Options" of the Flow Node, the "Context" should be selected in order to make sure that the contact is remembered during the entire conversation.

If a "Contact" was found, the AI Agent must be informed while this is done by using the "Add Transcript Step" Flow Node:

The "Think" Node below executes the Flow again to continue the conversation naturally by starting the AI Agent "Anna":

As the Salesforce "Contact" is stored in the Context of the conversation, this information can be used automatically used as so-called "Short-Term Memory". But, we can even use the instructions in order to tell "Anna" that there should be a personalized greeting based on the given first name.

The resulting conversation might look similar to this one: