Salesforce Einstein, the artificial intelligence is now embedded within the Salesforce platform, hence making Salesforce world’s smartest CRM solution.
The Salesforce Einstein delivers advanced AI capabilities into sectors like: Sales, Marketing, Service and so on. It therefore, empowers companies to deliver some of the most personalized and predictive customer experience. It as well enables everyone to build AI-powered apps.
There have been various new capabilities, that allows the non-technical users to build their own predictions, customer service bots and even gamified learning courses. Salesforce, is also looking forward to making its platform more customizable with the announcements of certain new tools – with “my” prefix.
Almost a year ago, VP of Einstein Marketing Jim Sinai, indeed pointed out in a phone briefing, that Salesforce has announced its Einstein layer of artificial intelligence across its marketing, sales, customer service and other cloud sectors. During that year he also emphasized on delivering AI for applications.
Sinai as recently announced that Einstein is getting a new set of job descriptions – at the same time providing support for new tools, which allows users to customize AI based capabilities. In this genre the new myEinstein AI platform services let the users point and click their way towards custom applications with some new tools like; Prediction Builder and Einstein Bots.
It has been quoted by Salesforce, that its clouds generate almost half a billion predictions daily. In fact, the Prediction Builder allows any non-technical user to simply tap into that forecasting fall, through an on-screen wizard that guides users to create models for structured and un-structed data. It is also stated that these predictions can be employed to envision business outcomes, such as the likelihood which a given business account can cancel, based on all such data like; nature of account’s customer service calls or even at times the purchase history. Once the prediction is created it can be simply embedded into the account page, so that later, it can alert the representatives to high risk customers.
On the other hand, the Einstein Bots offers similar kind of DIY ability for the users of Salesforce’s Service Cloud. Again, through the help of point-and-click a user can create bot for answering questions or even retrieving information from customers.
The natural language processing interprets customers’ text communications, and also the Bot can be trained with much data from previous customer service encounters or from customer relationship management (CRM) records to handle all such routine matters as even tracking order status, even resetting a lost password or even begging the process of returning a purchase. The bot is designed in such a way that it will automatically handoff to humans if the communication becomes too complex, and agents, customers can provide feedback to help improve the Bot.
The bots can also be enhanced by developers with all the existing Einstein Language as well as the Vision capabilities; such as training the bot to recognize sentiment or to even visually recognize products in images.
In the year 2014, Salesforce also introduced a free learning gamified platform, more commonly known as TrailHead; that has been designed to mainly help customers learn about the platform. Now the newly introduced platform is known as ‘myTrailhead’, so that the Salesforce customers can create and even brand their own learning content.
The new myTrailHead includes various aspects like TrailMaker to create custom content for all such purposes as training customer service agent with best practices or even onboarding new hires. There is also TrailMixer, that allows the sharing of learning paths, so that all the top managers could create one and then the line managers could modify it for their purpose.
Trail trackers offers gamified leaderboards, where the badges can be awarded to everyone who completes a course. And also Trail Checker let companies build challenges and award badges to test specific skills.
Lightning in Salesforce’s component-based framework for building custom applications, and also the new myLightning lets companies create the customized, branded applications. A company can also design the workflow, as well as allow different components to appear for various scenarios. myIOT, Quip, is also the new tool for enterprise users that Salesforce hopes will tackle most of the central problem for the IoT (Internet of Things), which is the abandonment of many projects because collecting data from so many data sources is too much complex.
With the introduction of myIoT, all the non-technical users can always point-and-click their way by simply collecting and combining data from various supply of sources, even via rules-based automation. Salesforce even gave examples of automated workflows from dealerships that scheduled service calls when ever car issue data showing that they have reached a particular mileage.
However, we are yet to discuss about the new one; mySalesforce, that lets users build an application with the point-and-click tools employing the Salesforce Lightning App Builder. The app can always have a company branding, along with new listing wizard that can automatically test, configure and also publish the app to either Apple’s App Store or Google Play.
Hence, it can be considered that this new version of AI based platform can work wonders for all organizations and help them activate the business goals more easily.