Tag: AI

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. 


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. 


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.


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

einstein prediction builder
AI, Salesforce

Salesforce unveils ‘my’ versions of its all the AI-based platform tools

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.

AI, Dreamforce

Fourth Industrial Revolution – Few Points to Pick at the Forum

It’s quite amazing to acknowledge how ‘Fourth Industrial Revolution’ is indeed shaping up the world around us and at the same time creating a huge impact. Today let us discuss how to harness the power of this revolution and its impact over everyone.

Are you interested in a specific new technology, for instance AI (Artificial Intelligence)?
Then this year’s biggest cloud event can be one of the hub for you. To acknowledge the actual role of business in this rapidly changing world and to understand how can we work collectively to ensure that technology is a force for good.

This year at the biggest cloud event, is hosting an event of partnering with World Economic Forum, the International Organization for Public-Private Cooperation, to explore all the key challenges of achieving highest ROI, drive the positive changes, and also improve the state of the business affairs. In this promise the relationship between individual and institutions is as well explored, along with the opportunity to explore AI in a way that promotes business functionality.

The event is everything about how to change the concept of business in society and as well as how the leaders can respond to the rapidly changing market trends. The forum will also grab some of the best ideas from the well-known speakers. The forum will also examine the results of the World Economic Forum’s forthcoming Global Gender Gap Report – that simply measures the parity between men and women, along with considering all the actionable insights from various leaders to close the gender gap.

Hence, it can be concluded that this entire event is all the recent market trends and have the best of collection for the business data. In fact, is the sole platform where you will get a detailed conversation over technology as a force for social good. So, go ahead, pack your bags and get ready for the biggest cloud event of 2017, and all its discover all its branches. It’s time for some revolution in the industry.

AI, IOT, Trending

The 5 Trends of IT to Watch

Where is IT heading in future? 

Some of the experts point to five trending aspects that will impact IT industry within the recent years. Both business and the workplace this year will be affected. Together, the trends point to a further acceleration of the entire digital transformation and the widening gulf between traditional and the digital innovation.

The Expansion of IoT – Internet of Things

The IoT is mainly the concept of connecting almost every device with the Internet. These things can be as small, as phone or even a coffee maker, while it can also be as large, as an autonomous vehicle. This concept is indeed applied to the home, the workplace, transportation networks, hence, blurring the lines between the digital and physical lines. It also has a huge impact on all aspects of life.

The basic definition for IoT is that it will redefine our relationship with objects and the relationships of all the internet-connected objects to each other.

The Connected Digital Mesh

The digital mesh is said to be comprised of people, some smart machines, the internet-connected devices, content and the services. The expanding and all the interoperable set of endpoints people can utilize to access applications and information, or even interact with other individuals, self-selected communities and businesses.

The Challenge of Security

There have been many expansions in digital technology, like the IoT and the Digital Mesh will require some multi-layered security that can indeed adapt via the behavioural analytics. As these technologies extend to every workplace, the need for adaptive security will become universal.

It has been seen that all types of risk, from regulatory compliance to natural disasters will be developed and adopted.

The Promise and Possibilities of AI

There are some well-funded startups that continue to pursue AI: the intelligent systems that can learn independently, adapt and as well extend to every technology-enabled service, object or application. Still, there is some dispute about how “intelligent” AI is at the current juncture because it has been performing based on preset instructions.

The Adoption of various IT Techniques in Start-Up

Development techniques that are very common in the tech start-up environments will indeed increasingly be adopted to the reinvent established IT workplaces because they actually deliver competitive advantages.

Open source software, the Agile practices and as well as the DevOps have long been used in start-ups in order to bring faster time to market, lower development cost, acute collaboration opportunities, and much more faster adoption by users.

These agile practices rely on incremental, iterative work cadences as one of the alternatives to traditional project management and sequential development, hence, increasing productivity.

Image Recognition – Salesforce AI Track Images on Social Media
AI, Einstein, Salesforce

Image Recognition – Salesforce AI Track Images on Social Media

The world of digitalization has made progress in various ways. Brands from quite long time could search for company mentions on social media, but they have lacked the ability to search for pictures of their logos or even products for that case in an easy way. This is where Salesforce’s latest Einstein artificial intelligence feature comes in action.

Today most of the company introduced their Einstein Vision for Social Studio, which ultimately provides a way for marketers to search for the pictures related to their brands, over the social media platform. In the similar manner, they search for various other mentions. The product is said to take advantage of a couple of Einstein artificial intelligence algorithms, including the Einstein Image Classification for image recognition process. It uses brand detection, product identification and visual search. It as well makes use of Einstein Object Detection to recognize the objects within images including the type and quantity of the desired object.

AI has grown quite good at perception and even cognition tasks in the recent past. One result of this has been the capability to train an algorithm so that it can identify a picture. With compute power widely available and lots of pictures being uploaded online, it definitely provides a perfect technology combination for even better image recognition.

Rob Begg, Vice President of product marketing for social and advertising products at Salesforce, says it is all about letting the machine loose on tasks for which the purpose is better suited. “If you think of it from a company’s point of view, there is huge volume of tweets and posts. What AI does best is help surface and source the ones that are relevant,” for an instance, he also says there could be some thousands of posts about cars, but only a handful of those would be relevant to your campaign. AI can assist you find those in an easier manner.

Begg has seen three possible use cases for this tool:

  • First, it could somewhat provide better insight into how people are using the products.
  • Secondly, it could also provide a way to track brand displays online hidden within the pictures.
  • Finally, it could let you find out when the influencers such as actors or athletes are practically using the products.

The product comes trained to identify two million logos, some 60 scenes, and more than 200 foods and 1000 objects. Customizing is not available in the first release, so if there is no logo or object included out of the box, you will have to wait for a later version to be able to customize the content.

It has been clearly stated that, it should be easy for marketers to use Social Studio to figure out the process of incorporating the visual recognition tools into their repertoire. The new functionality should be accessible instantly to Salesforce Social Studio users.

AI, Einstein, Einstein Analytics, Salesforce

Now enhance your customer relationships with Salesforce Einstein AI and Analytics

Salesforce’s Einstein AI platform: What you need to know? 

Many organization has found an answer to this question. In fact, it is true that most of the organizations these days knows the beneficial aspects of  Einstein AI platform, but very few people know about the recently introduced Field Service Lightning by Einstein AI and Analytics.

Salesforce, the global leader in CRM, has launched Einstein AI and Analytics for Field Service Lightning. This is done to empower companies to deliver better on-site customer experience. Field Service Lightning is designed in such a manner that it now brings together the insights and the mobile intelligence workers need. This would ultimately increase the productivity, boost the on-site efficiency and also drive revenue.

It is true that the Salesforce Service Cloud has indeed redefined the entire customer service across every major technological shift – this involves the cloud, social, mobile, messaging and more. Now with the introduction of Field Service Lightning, Salesforce has extended the power of Service Cloud to even create a full-service platform for all the managers, dispatchers and mobile workers. Hence, now you can enhance your customer relationships with Salesforce Einstein AI.

The Field Service Lightning Brings Insights and On-site:

With three novel innovations, Field Service Lightning has enabled every organization—managers, dispatchers and even the mobile workers—to move with speed and efficiency. These innovations include the following:

Einstein Vision for Field Service:

The Einstein Vision for Field Service is designed to harnesses the power of the artificial intelligence to bring the aspect of image recognition to field service. Companies indeed can leverage trained image classifiers – to handle a broad range of specific image-recognition use cases. For instance, with all the similar looking parts and even serial numbers, the dishwasher repairs often gets complex. Now a dishwasher repairer, who has to replace a water inlet valve can just take a picture of the valve, and the Einstein Vision for Field Service will instantly recognize the exact product type – hence, saving time for the customer and the company.

Equipment and Inventory Management:

The Equipment and Inventory Management is designed to leverage scheduling automation. This is done to ensure the right work crew, and the specific equipment is always in place. Managers and dispatchers are indeed able to send technicians into the field with confidence, with the knowledge that they are armed with the equipment and knowledge to complete the job during the first visit. For instance, a cable company dispatcher can utilize Equipment and Inventory Management to see which technician is closest to the customer and is equipped with the right cable wire to get the set up done successfully.

The Field Service Analytics:

Field Service Analytics provides actionable insights to all managers so that they can improve the overall productivity throughout their mobile workforce. These Service managers can now integrate all the data into one simple application for a complete view of the mobile workforce. And then, they can take the right mode of action from their dashboards. For instance, a service manager at a medical device company can immediately see that several of her technicians are in fact struggling to install an EKG machine. Hence, enabling her to identify the classes and set up times for them to shadow the senior professionals and get the job done perfectly.