Tag: AI

Humanizing Conversational AI Integration with Salesforce
AI

Humanizing Conversational AI Integration with Salesforce

CEPTES has partnered with DASHA to create human-like conversational AI for high-level engagement and clear communication to customers.

 

Recently, Dasha AI organized a virtual meetup: the September Dasha Community meetup, for the community to share experience, learn, and meet peers.

 

The attendees of the meetup witnessed a special live demo by one of our Principal Consultant, Mr. Vipul Khandelwal, where he showcased a “Use case integrating Dasha and Salesforce”.

 

This integration facilitates Real Estate sales teams to automate their entire workflow from property inquiries to booking site visits.

The demo revolves around our real estate industry-based solution, RealE 360, built on native Salesforce. It is an all-in-one real estate CRM solution for real estate brokers, agents, builders, investors.

 

Why Dasha?

Pandemic forced many industries including, Real Estate to change.

We started to think about how we can bring digital transformation and what are the tools available.

We came across Dasha, a conversational AI-as-a-service platform that digitally transforms, opens up more revenue space and ensures timely & seamless communication to the customer.

The use-case: 

 

 

We replicated a scenario where a lead is coming from the website.

 

  • A buyer comes on a website, checks it out, and drops their contact details.
  • In the RealE 360 CRM, Under the inquiry tab, a new lead has been created. 
  • After an inquiry is registered, a call goes to the customer, where the AI BOT verifies that it is the lead, and then converse with him/her.
  • The call wasn’t a confirmation one but was an actionizing one. Actionizing here emphasizes “Booking of a Site Visit”. 
  • Dasha bot engaged the customer, understood what the customer was looking for, found an available slot (checked the backend), and confirmed the slot. 

 

In the RealE 360 CRM, under the ” Activity” tab, a record automatically gets created with proper description. 

The best part is the automatic recording of the whole lead-bot interaction and it is available in the CRM for the users.

 

 

Also Read :  HOW TO CHOOSE THE RIGHT STORAGE SOLUTION FOR YOUR APP

 

How did we execute it?

Dasha comes with a node-enabled application. 

  • We have utilized the entire application causing the express node package to convert to the API.

                                                                      ⇩

  •  Deployed it to the Salesforce Heroku platform.

                                                                      ⇩

  • Connected it to the Salesforce to make the API call as soon as the inquiry record gets connected.

 

Inside the Node JS, Dasha can pretty much connect to any API. We have used the JSForce Salesforce connector, which pulls the recommended property and creates a site visit in the post API call.

 

What’s Next? 

We’re not stopping here, as it is fascinating, and we would love to do much more such integrations.

As we are dealing with multiple industries, we thought of giving these sorts of services to our existing customers.

CEPTES is a trusted, reliable, and recognized Salesforce ISV, SI, and PDO partner. Connect with us for innovative end-to-end Salesforce solutions.

Conquering the Cloud: CEPTES Journey So Far
ceptes, Salesforce Integration

Conquering the Cloud: CEPTES Journey So Far

  • The journey started in 2010 with just a couple of employees and customers across the US and India. Ten years ago, we endeavored to help global IT firms move their sales & services operations to the cloud. Since then, there has been no looking behind. Within a year of its foundation, CEPTES expanded its services to the Netherlands and added more customers. Today, we are happy to announce that we have 200+ customers, and our workforce is growing stronger by the minute!

Today, CEPTES is an accredited and highly sought-after Salesforce Service provider among businesses looking to tap the Salesforce cloud’s immense potential. As a Salesforce Silver Consulting Partner, we strive to deliver high-performing, out-of-the-box, and lightweight cloud solutions to businesses worldwide. 

In our journey so far, we’ve worked with some of the top-notch companies and brands that were looking for innovative and high-performing Salesforce solutions, such as:

  • Complaint handling and risk management with Salesforce-powered solution – We automated the client’s entire operation, thereby making it more accessible, better, and faster.
  • Donor portal for an NGO – As a result, the NGO can keep better track, manage, and retrieve its donor records.
  • A healthcare service provider with Salesforce Lighting Migration – Leading to significant revenue growth and improved operations across departments. 
  • Vehicle repair and service appointment solutions through Salesforce – We helped the client streamline the process for their end-users with the Salesforce cloud solution.

We’ve helped countless businesses understand the cloud’s significance by helping them to scale up their operations with the Salesforce cloud. 

At CEPTES, we follow a methodical process to empower businesses with the cloud. Our unique approach focuses on multi-cloud, so you have a robust platform that allows you access to customer data in 360 degrees. 

We leverage sales cloud, community cloud, service cloud, and Pardot to implement multi-cloud solutions that empower businesses with 360 View of Customer Relationships. 

Companies that employ multi-cloud customer 360 Solutions are on a winning edge by offering highly personalized and customized services to their customers. 

 

What’s the Buzz Around SaaS, PaaS, and IaaS?

 

What's the Buzz Around SaaS, PaaS, and IaaS

Businesses can boost their productivity & efficiency without adding to the costs with SaaS, PaaS, and IaaS. At CEPTES, we help companies integrate these three services and start using them immediately for enhanced profitability. 

The mistake lies in the approach: migration first. 

When adopting the cloud, most enterprises treat it like another hosting environment where they can dump their problematic and sluggish internet legacy and IT systems. 

This way, these companies might succeed in cutting down their costs of infrastructure and enhance performance, they end up short-circuiting their cloud-adoption process as they follow the legacy-first path and fail to take advantage of the highly flexible, modern platform. 

Most organizations end up missing almost 80% of the benefits that the cloud can offer. 

 

The Solution!

 

The Solution

 

At CEPTES, we focus on Salesforce integration, customization, and implementation of all Salesforce products and solutions. However, our expertise lies in building, developing, and deploying enterprise-grade applications at blazing fast speeds. 

Large enterprises should grasp the power of the cloud-first and understand how it is different from the legacy system by working on small but essential proof-of-concept projects on varied topics, including artificial intelligence, predictive analytics, machine learning, and many more. 

Pursuing these will help enterprises better understand the cloud’s security issues, build a development pipeline, and benefit from this fantastic technology’s elastic principle. 

Since a data center may not be the best place to accommodate these innovations, it’s recommended that you employ these innovations for prototyping a feasible agile approach of DevOps.

Unburdened by the legacy system’s constraints, the new and unique capabilities of the cloud offer great flexibility and produce fantastic gravitational pull within your organization. Businesses can leverage the most actual potential of the cloud to save costs. But they must ensure they derive maximum value for their money while opting for the cloud. There are two ways in which you can adopt Salesforce cloud – one is the subscription model wherein you pay upfront, and the other is the pay-per-use. However, each model has its risks and benefits.

You may end up incurring more expenses with the subscription model in case service consumption is not monitored, and the company continues to pay for a service no longer in use. Conversely, pay-per-use may put your operations in trouble as you never know how soon the budget may deplete in the event when consumption exceeds forecasts.

It is, therefore, pertinent to align the decisions of purchasing the cloud with the critical objectives of your business. Whether your goal is to cut the costs or increase flexibility or both? Shadow-IT-assessments and identifying the cloud services being used that have been bought outside of the control of the IT dept. In short, it is essential that you have complete visibility of cloud services in use by your organization to ensure you save costs and manage security vulnerabilities.

 

CEPTES – Helping Global Businesses Tap Salesforce Cloud’s Potential for their Advantage

If you have been struggling to reduce costs and digitize your sales & marketing operations, Salesforce Cloud should be on your shopping list. Call us to discuss how CEPTES can help you employ Salesforce Cloud for your business gains. Connect with us or request for a demo here.

A Day in the Life of a CEPTES' Salesforce Developer
ceptes, General, Salesforce Developer

A Day in The Life of a CEPTES’ Salesforce Developer

We firmly believe in spreading knowledge and education about our field so that aspiring Salesforce developers can pursue a career in this trailblazing technology. 

In today’s post, we’ll try to catch a glimpse of what a day in the life of a CEPTES’ Salesforce developer entails.

 This is the story of Parth – Senior Salesforce Developer at CEPTES.

 Parth says, “While applying for jobs into development after completing graduation, I developed an interest in coding for Salesforce solutions. I worked hard and soon earned Salesforce certification. Luckily, I got the opportunity to work with CEPTES, and that completely changed my life. I was soon on the clouds of success, earning, and job satisfaction, thanks to CEPTES. Initially, I worked under my seniors guidance for a few months. Let me tell you I learned a lot during this period – right from coding and learning new algorithms to learning SaaS, PaaS, and IaaS.”

 Salesforce reins the ecosystem of the enterprise cloud today. “As a Salesforce Developer, I enjoy my job a lot here at CEPTES. Every day brings forth a new challenge that helps me better understand this ecosystem and perform outstandingly well.”

 Here’s a quick summary of what Parth told us when asked how a typical day of Salesforce developers like him go at CEPTES.

 Parth gets up early, at the crack-of-dawn, takes a shower and gets ready, drinks coffee, eats breakfast, and then sets off for the office, which isn’t very far away from his rented flat. He goes to the office on Tuesdays and Fridays, and other days he works from home. While on the way to the office, he scans his social profiles (Twitter, LinkedIn, Facebook, and others) for the latest tech updates in mobile, Salesforce, IoT, AI, integration, and more. He utilizes this time for uploading some valuable information for his connections.

  Story of Parth

 

  1. He arrives at the office by nine and greets his co-workers as the environment is impressive at CEPTES.
  1. Around 10 o’clock, they have a meeting with the planning team. During the meeting, each team member has to update on the project’s status and deliverables for the day. 

 

Meeting with the Planning Team

 

Parth says, “These meetings are crucial as usually multiple people work on each project. For example, the client might have asked us to customize their Salesforce environment. The manager, in this case, will check with the Salesforce consultant first if he/she can build the customization points & clicks. If code is required for the customization, a developer (like me) would be assigned this task (of coding). When the developer completes the task, it goes to the QA team for testing if the code matches the design specs as communicated by the project manager and the consultant. Now, this process may take days and even weeks to complete. Attending these planning meetings (scrums) is, therefore, a crucial part of my job).

 

Also Read: How CEPTES Built a Culture That Inspires New Ideas Every Day?

 

  1. After the meeting, around 10 am, Parth starts coding (in the order of the top priority tasks) that must be completed. He loves the creative freedom that Salesforce developers enjoy in problem-solving as there are many ways to do it.

 

Salesforce Developer enjoying in Problem Solving

  1. At 1, it’s lunchtime, so he goes to the common dining area and pours his food in the bowl and plate to share the food with his colleagues (who are his friends now).
  1. After lunch, he gets to chat or speak with his client (whose project he is working on). Although this is not a regular exercise most of the time, Parth prefers connecting with the client to ensure that he and the client are on the same page.6.Around 3 or 4 pm, it’s time to do the other project’s coding (as assigned during the meeting). The CEPTES team is quite cooperative, and if you are stuck in any project anywhere, help is close at hand as seniors are always eager to guide and help their team learn and grow.
  1. Around 6.40 pm, Parth leaves for home – listening to his favorite music on the way to relax his mind.
  1. Parth reaches home around 7.30, eats his dinner, and enjoys watching his favorite show before sleep.

 Summing Up

 The job is challenging, but then it helps you learn and grow. Innovations don’t occur when you sit passively. You have to accept challenges to innovate and perform. Are you ready to challenge yourself and grow as a Salesforce developer? Join CEPTES!

CTOs Leverage Technology to Focus on Customer Success
Salesforce

How CTOs Leverage Technology to Focus on Customer Success

The success of any sales & marketing plan depends heavily on customer engagement achieved through it. Engaged customers are loyal to your business, and they are perhaps the most significant influencers who help you acquire more customers through their positive word-of-mouth. 

When happy customers bring more customers, the interactions are feel-good. These interactions help boost customer satisfaction while reducing churn. Engaged customers are an asset to any business as they help offset new customer acquisition costs, which is 25x higher than retaining the existing ones. 

Customer engagement is as meaningful as customer acquisition, indeed! While helping you boost sales conversion, customer engagement can help you get more qualified leads as well.

The ultimate goal of sales teams is to sell and keep the company’s revenue on an upward trajectory. Considering customer acquisition their highest priority, sales professionals tend to spend most of their time and efforts on this. Conversely, businesses aren’t entirely excited about acquiring new customers only and want to have more loyal clients that return to their business.

Online research indicates that engaged customers spend at least 30% more on subsequent purchases than new customers. 

 

Benefits of customer retention for any business include:

 

Benefits of customer retention for any business

How to Boost Customer Retention?

 

We all know how important it is to achieve greater customer engagement. But “how to achieve it” remains a question for most of us! With digital e-commerce platforms completely transforming how customer interactions were done so far, it becomes essential for the CTOs to devise strategies that help them get these digital platforms – SMS, chatbots, online stores, and more. 

 

Here’re the quick tips for customer retention:

 

  • Power up your business with AI. Chatbots are a tremendous AI-powered tool that helps boost engagement by being available for customer queries 24/7.

 

  • Be available across all channels customers can look you up for! And these include all social and digital platforms where your competitors are also present.

 

  • Set expectations that are realistic and deliverable! Don’t put too much stress on your sales team for achieving an unrealistic target! It may backfire!

 

  • Ensure that consumer journeys are seamless. Modern customers don’t want to spend time deciding how your website works? Focus on UI & UX!

 

  • Use available client data to deliver a great experience to each of your valued customers.

 

  • Pay attention to customer service as that has a lasting impact in ensuring more excellent customer retention.

 

  • Make use of apps as most customers prefer apps to websites when shopping online, as per various online reports.

 

How Can Salesforce Technology Help Boost Customer Retention and Success?

 

Salesforce has been helping countless businesses achieve more excellent customer acquisition for years. Now you can use it for boosting customer retention as well! Salesforce helps streamline all your integrations to facilitate the creation of a lucid data-funnel through the sales, marketing, and customer support teams. 

 

How Can Salesforce Technology Help Boost Customer Retention and Success 

 

Let’s quickly discuss the best ways through which CTOs can leverage the powerful Salesforce technology for focusing on customer success!

 

Centralized Customer Data

In modern times, business success depends heavily on customer data, which keeps the system up and running. Salesforce helps centralize all data sources in one place – including customer communications via VOIP systems, emails, notes, and other channels. With the power of data in your hands, your sales & marketing teams can make better and informed decisions, meet their revenue targets, and strengthen long-term relationships with customers. Centralized data is more reliable and easily accessible when needed.

 

Personalization 

Stop bombarding your valued customers and business prospects with emails as part of your blast campaign! That won’t work anymore! Personalized messages can help you get your news across just as you want! Thanks to Salesforce’s personalized communication system, businesses can send customized emails, forms, and messages that eventually direct the customers to specific pages (landing pages). 

 

Track Customer Data

As discussed above, data is the backbone of modern businesses, without which it is virtually impossible to create and implement any marketing play. Customer data reveals a lot about them – their location, places visited, things they like, their workplace, and more. Using this information, businesses can respond better to their customers’ needs. Salesforce can help you track your customer data in real-time. 

CTOs can have their marketing data connected with Salesforce to avoid abandoned carts. Salesforce technology empowers businesses to keep a watch on the landing pages that attract maximum customers, making it easier to follow customers’ purchase journey and make informed decisions.

 

 

Re-Engage Customers

Marketing and sales teams find it hard to keep the inactive customers engaged because they do not respond to their emails, calls, and messages. As a result, even the best sales pitches remain ineffective. Most of the sales reps end up abandoning such clients. But with Salesforce, you can be sure that even the most inactive customer is kept connected.  

 

Conclusion

Customer retention is the key to business success, and Salesforce helps businesses harness the power of customer data for increased customer retention. By making judicious use of the customer data and having Salesforce technology in place for creating and implementing strategies that facilitate customer acquisition and retention, CTOs can make way for augmented ROI and revenues for their company. Other than the benefits discussed above, Salesforce helps sales officers understand why customers leave their brand/products/business; merge customer retention and services to deliver an enhanced customer experience. CEPTES is a Salesforce Silver consulting partner who can help you to accelerate the business value of your Salesforce.com investment through consultation, innovation, and digitization. If you want to grow your business, connect with us or schedule a demo.

Banks Can Transform Service Engagement with Salesforce
CRM, Salesforce Anywhere, Salesforce Financial Cloud, Salesforce Integration

Five Ways Banks Can Transform Service Engagement with Salesforce

The banking industry has undergone a massive transformation in the past few years. Just a few decades back, the whole system worked in silos. 

However, this is not the case right now. 

With Fintech, AI & several assistive software, banks are now able to reach the last mile customer. 

However, as it’s said, the innovation should never stop, and this is why, to make the sector more inclusive and approachable, we discuss a few ways banks can transform service engagement with Salesforce

So let’s get started!

 

Identifying the Most Common Issues

You might have heard about Pareto Principle. It states that roughly 80% of consequences come from 20% of the causes for many outcomes. The beauty of this principle is it can be applied to virtually any situation and still holds. 

Now in the banking industry, there are several service requests, such as reporting a lost card, blocking the stolen card, or resetting passwords, and so on. These constitute a huge chunk of all service requests and communication between customers and customer service representatives.

You must identify them through Salesforce integration and tools and start introducing self-service and automation. 

 

Salesforce integration and tools

 

Engage Customer Service Agents in More Complex Tasks

After completing the above-mentioned suggestion, the next task is employing self-service and automation tools in online portals and mobile apps. Chatbots and myriad other ways could do this. 

What benefit would it confer? 

It would free up agents from dealing with trivial issues that could be sorted out by AI, and help agents in devoting more time to crucial issues that require human intervention. 

If we analyze the new inventions and innovation, one thing is common- the urge to reduce human involvement in clerical tasks that could be automated. So why not apply the same to banking operations?

Read: How Salesforce Extends Beyond CRM for Banking and Insurance

 

Engage Customer Service Agents in More Complex Tasks

 

Integrating Self-Service with Salesforce Tools

No matter how good the automation technology is, there would be some issues that need to be dealt with by customer service agents. 

Additionally, some customers don’t wish to utilize chatboxes and other tools, as they require someone they could trust, i.e., a human figure. This is particularly true in cases such as lost credit or ATM card, and so on, when anxiety takes over the ability to think sanely. 

Integrating self-service with Salesforce would bequeath 360-degree data to agents, enabling them to get a holistic idea about customer issues and cater to them accordingly. 

 

Hyper Personalized Solutions

We all want to live a convenient life. It would be great if banks could draw schemes and offers based on our profiles and personal banking activities. 

Salesforce provides several integrations through which customer data could be utilized in offering customers such personalization, which deepens their link with the bank. 

 

Hyper Personalized Solutions

 

Engaging with Inactive Customers

Salesforce allows the ability to look out for inactive customers and send them re-engagement mails such as offers, discounts, attractive credit schemes, and so on. 

This not only activates them but prevents them from being poached by another bank. 

As per research, acquiring new customers is 5-25 more expensive than retaining the existing customer. This is why it makes a lot more sense to reach out to existing clients financially. 

 

Conclusion

Salesforce has made its mark on every industry, and banking is no exception. The industry could be made more inclusive and reach the poorest of the poor, making our society a tad bit more prosperous. We hope the above-mentioned five ways help in transforming service engagements. CEPTES is a Salesforce Silver Consulting Partner that can transform your business value through consultation, digitization, and innovation. If you want to advance your business, connect with us or request a consultation here.

webinar
AI, Data Lake, Data Management, Delta Lake, General

InleData Webinar– The Next Gen Delta Lake Platform to Accelerate Your Business

Data has been in the light of ever-increasing profitability for any organization or business. It can be easily said that any business having a fast and easy data analysis process will have the upper hand in making a profit for the company at a flash speed. 

 

Without the manipulation of data, it becomes next to impossible to implement a sound business strategy. However, when one has sufficient data, unprocessed and unorganized data leads to nowhere. This is why Data management is a prerequisite for overall business growth.

 

The genuine concern is that do you have sufficient knowledge before choosing a data management tool?

 

This Webinar strives to help you comprehend all the needed factors before getting started with data analytics.

 

It will also teach you some of the salient features present in InleData, which will help you manage your business effectively.

 

Get to know how InleData can ingest data from multiple sources to gain a holistic view of their business ecosystem. 

 

As your data continues to grow, you’re left to figure out how to have a unified system to store data for several types of usage scenarios, including analytical products or machine learning workloads. 

 

Through this Webinar, you’ll also understand the critical differences between Delta Lake, Data Lake, and Datawarehouse and how a Delta Lake solution simplifies your data analytics and architecture. 

 

You will understand duplicate data and how InleData DEDUP helps manage such data without losing the original.

 

Our experts will also give you an insight into the security issues a data management tool incurs and how InleData state of the art security systems handle them.

 

Join us on Feb 24, 2021, at 11 AM EST to explore the understanding of data management and why it is so valuable and unravel how to integrate it with your workforce and business.

 

inledata-webinar

 

InleData Webinar Key Takeaways:

 

  • Data Management: Opportunities, Challenges, and Strategies
  • How a Delta Lake Solution can transform your business
  • Critical Differences: Delta Lake vs. Data Lake vs. Data Warehouse
  • How to Choose the Right Solution for Your Stack
  • Introduction and Demo of InleData

 

Webinar Details: 

Title: InleData – The Next Gen Delta Lake platform to accelerate your business

Date: Feb 24, 2021

Time: 11 AM EST | 09:30 PM IST

Duration: 30 Minutes 

 

Get yourself ready to dive into the ocean of possibilities of making your business grow, prosper, and profitable. 

Please register here

Digital Transformation, Financial Industry

Digitizing the Financial Industry: A Requisite for a Customer-centric Approach

The BFSI industry has been facing a lot of challenges in recent years. Customer expectations, rising competitions, investor expectations, and regulatory requirements are the most common obstacles, exacerbated by the rapid technological, customer, and market shifts. This has forced the financial institutions to rethink their business models and transform their time-consuming and complex operations to much more simplified processes in order to meet market standards. Technology is playing a key role in this change. Digital Transformation, rather than being just another buzz, has become an integral part of the business strategies of organizations.

From the introduction of ATMs to advanced AI, the financial industry has seen some revolutionary transformations driven by cutting-edge technologies. All major financial institutions have come to appreciate the need for a customer-centric approach to maintaining a healthy position in this competitive and rapidly molding market. Therefore, they are employing huge amounts of resources to stay ahead of the curve.

Why is digital transformation crucial for the financial industry?

With concepts like organizational agility, increased collaboration, and risk assessment being the leading trends of digital transformation in recent years, FinTech and financial service providers are relying on powerful tools such as Salesforce to adapt, improvise, and overcome various hurdles facing the industry. Salesforce, with its vast array of tools including Sales Cloud, Marketing Cloud, Service Cloud, Community Cloud, and Analytics helps companies shorten sales cycles, capture new contracts, boost employee productivity, meet compliance, and most of all, provide a seamless experience to clients.

Ways to digitize the financial industry using CRM software and cloud offerings :

Stronger relationships with customers

With a 360 customer view, Salesforce’s Service cloud helps you provide the highest levels of customer service, Omni-channel integration allows customer service agents to connect with their customers holistically, via all available channels. Salesforce helps you provide personalized advice and valuable alerts to your clients, helping you build loyal relationships.

Cross-departmental collaboration

With all the information present on a centralized platform or database, it is easy for all employees and managers to communicate data effectively and stay updated. Managers can keep a check on employee productivity using the right tools, and lead the enterprise through a top-down approach. Having a central location for data helps cut down manual administrative tasks and fosters efficiency.

Mortgage lending

The process of mortgage lending can be strenuous on a client, which is why Salesforce offers hand-holding from the first step to the last. The Einstein analytics tool provides relevant information that helps agents make better recommendations, catering uniquely to each client. Each interaction with brokers, lenders, and banking agents can be tracked on a centralized system through the Salesforce Finance Services, making customer-service a seamless experience. 

Smart scaling

The use of AI and smart cloud platforms allows retail banks to adapt to shifting marketing conditions and consumer demands, thus scaling their processes accordingly. AI allows you to have a 360-degree view of each customer, so you can send the right trigger messages, emails, or personalized communication to customers and engage effectively. The best part about Salesforce CRM software and AI tools is that they modify data based on real-time changes of customer behavior, which essentially translates to the fact that you’re always a step ahead. 

Compliance

With access to secure client and household profiles, Salesforce ensures that the company can manage compliance effectively. Information is shared instantly and transparently, so it is easy to see all client interactions, as well as the information that was shared. 

Convenience

The fact of the matter is that the financial industry needs revolutionary and innovative solutions that complement their traditional methods and operations. More and more banks and financial enterprises are grasping the value of a customer-centric approach that offers convenient banking. A digital transformation in the financial industry will not only drive innovative solutions and boost productivity but also offer a robust system for customized, hassle-free banking. 

CEPTES has a decade of consulting experience and exceptional service under its belt. In partnership with Salesforce, CEPTES has effectively transformed many financial service providers into becoming data leaders of changing market conditions. Our Salesforce-powered solutions will assist you in your digital transformation journey. To know more, please get in touch.

Einstein

Salesforce’s new Einstein innovation: Tracking & Protecting Great White Sharks in Southern California

After reading the title, you must be wondering ‘What’s this?’ What is the connection between tracking sharks and Salesforce? But you read it right. Some of Salesforce’s Einstein team members have collaborated with US Santa Barbara’s Benioff Ocean Initiative and are using AI to analyze drone footage in near real-time to track the movement of the great white sharks close to the shore of Southern California. This AI application will certainly help to keep the beaches safer.  

We have seen some amazing AI use cases in recent times. Big data along with enhanced algorithms have taken AI out from research labs to drive some innovative and real-time applications. To name a few of the recent AI incredible applications are the hurricane forecasting system for the Caribbean, personalized classroom lessons, and best lead prediction for sales reps. 

The recent application to track white sharks will certainly help to protect their quickly diminishing population. The significant increase in the great white shark sightings near the popular surfing areas in Santa Barbara had grabbed the attention of the local community as well as the scientists. Benioff Ocean Initiative Director and UCSB professor Douglas McCauley teamed up with Salesforce Director of Research Michael “MJ” Jones, Salesforce Chief Scientist Richard Socher and San Diego State Associate Professor of Computer Science Xiaobai Liu to find out a new way to identify the presence of sharks in the coastal waters using Salesforce Analytics & AI.

Salesforce R&D team then leveraged AI and train the Einstein Vision algorithm which is being used for visual search, brand detection, image recognition, and product identification. With the help of Einstein Vision, they analyzed the drone video in real-time to identify the shark movements without physically tagging them or touching the water. The project was called ‘Project SharkEye’. 

Also Read: Image Recognition with the New Einstein Vision

Salesforce AI team worked with UCSB researchers and gathered the video by flying drones along a 10-mile stretch of beach. Einstein Vision was then taught to spot white sharks in the mighty blue ocean. However, to get real-time insights, computer vision was required. Training the algorithm was not an easy task. Einstein Vision has to learn to differentiate between shark species, such as a leopard shark and a great white. It had to rule out non-shark objects such as a large floating piece of kelp with a shark-like shape. Also, the algorithm has to learn which is a new shark or the same one. With time, the algorithm got smarter. 

Salesforce also wanted to help the local community who were getting their livelihood from the ocean and the tourists. The shops, the schools, local businesses, lifeguards, etc. Salesforce lately offered Field Service Lightning mobile apps to the field workers such as lifeguards, marine biologists, surf teachers so that they can use the app for onsite job management, real-time collaboration, and access information. The app will involve the local community in the white shark tracking and protecting mission as they can avail of all the information using the Lightning mobile app such as how many sharks were spotted and where. 

Project SharkEye was not only one of the all-time great AI use case, but also it allowed Salesforce to be helpful to the community. This initiative brought technology to a place where it was never been in the past. 

Also Read: Salesforce Introduced Einstein Search to Personalize CRM Search Results with AI

To know more about Einstein Analytics and how it can help your business get more insights, please get in touch with us. 

 

Source: Salesforce

 

AI, Salesforce

Salesforce acquires Marketing Intelligence firm Datorama to accelerate it’s AI investments

World’s no.1 CRM provider, Salesforce has acquired Israeli marketing intelligence firm Datorama to accelerate its AI initiatives. Though the financial terms of the deal were not disclosed, but few reports indicate that the deal is worth more than $800 million.

Salesforce has been a key player in the world of digital transformation which is transforming companies to move their business to the cloud platform in order to bring more scalability.

Datorama’s cloud-based AI platform has been used by many marketers to connect and draw business insights from data that can be used to optimize workflows and offer more personalized customer services. Currently, Datorama has more than 3,000 global customers and employs over 400 people. They previously raised $50 million in private money.

Salesforce aims to use this acquisition to reinforce its own data analytics inclinations within its Marketing Cloud. Datorama’s platform will support and integrate with Google Analytics 360 and Salesforce’s Marketing Cloud Einstein to take Salesforce’s AI initiatives to the next level.

Datorama CEO and co-founder Ran Sarig said in a blog that; “This deal will enable their company to move with higher rate while increasing data intelligence for Salesforce customers. Salesforce’s acquisition of Datorama will enhance Salesforce’s Marketing Cloud with expanded data integration, intelligence, and analytics, enabling marketers to unlock insights across Salesforce data and the myriad of technologies used in today’s marketing and consumer engagement ecosystem,” Sarig added.

Earlier this year, Salesforce has acquired Mulesoft & Cloudcraze in March. Datorama’s deal will be their third biggest acquisition of this year. Adding to this, they also integrated Google Analytics 360 & their Einstein service. This suggests Salesforce’s plan to strengthen their AI platform.

 

Source: Salesforce

Cloud, Einstein

Salesforce Releases the Next Generation of Service Cloud Einstein

Global CRM leader Salesforce has announced the next generation of their service cloud Einstein, which will combine its CRM solution with Artificial Intelligence (AI) and will offer a pack of other new features to its agents and customers. This will help companies improve their customer service through automation.

Companies can now use Einstein Bots to automate their service requests. Bots can respond to customer requests immediately and engage them in order to gather basic information. This will free up a lot of agent’s time and enable them to address customer queries in a more prominent manner. In order to enhance their customer interaction, bots will use machine learning and natural language processing.

As per the press release, Lightning Flow for service is also now generally available which will help businesses offer guided service processes. This will take customers through self-service interactions. This service will also assist agents to fulfill customer requests and resolve issues. Lightning Flow will remove the guesswork from customer interactions and will deliver connected service experiences with an integrated customer view.

Einstein Next Best Action will then examine the customer interaction history and will provide agents intelligent and contextual recommendations including offers for specific customers. This will make the service more personalized. Einstein Next Best Actions will surface insights directly within the service cloud console which will enable faster case resolution, boost customer satisfaction and power upsell opportunities.

Salesforce launched its Einstein AI platform back in 2016. The goal was to integrate AI throughout its clouds. If they keep on including AI in their suite of products, this will help Salesforce significantly continue their leadership in the global CRM market space.

“Artificial intelligence alone will not drive your business forward—AI must be connected to CRM data and guided processes so companies can create seamless experiences that put customers at the center,” said Bill Patterson, SVP, and GM, Service Cloud, Salesforce. “Today is a big step forward in empowering our customers with an easy way to provide guided, intelligent service at scale.”

Source: Salesforce