Salesforce Einstein: What You Need to Know
Artificial intelligence is all the rage, and with good reason. It can automate and simplify any number of tasks. At Dreamforce, the Salesforce annual conference, the customer service giant unveiled its Einstein AI. It is intended to offer more predictive and personalized customer experiences.
Einstein embeds smart capabilities into the Salesforce Customer Success Platform, including fields, objects, workflows, components and more. And it will get smarter with every interaction through data mining, machine learning and deep learning algorithms. It will work to identify trends in sales, service and marketing systems to deliver upselling opportunities and to head off customer service crises.
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"Einstein is now every customer’s data scientist, making it easy for everyone to take advantage of best-in-class AI capabilities in the context of their business," Marc Benioff, chairman and CEO, Salesforce.
The Salesforce Einstein secret weapon is data. It uses existing customer data; activity data from Chatter, email, calendar and ecommerce; social media; and IoT signals to build predictive models.
Among other benefits, Einstein will include Predictive Lead Scoring to help close the best leads, Opportunity Insights to alert reps of a trending deal, and Automated Activity Capture to log email and calendar activity. It includes Recommended Case Classification to pre-populate case fields and route calls to the right agent.