The Brain of Salesforce

There are many components and features that distinguish Salesforce from other CRM solutions. These capabilities include the seamless user experience, the great user friendliness of the platform, and the highly diversified offerings offered by Salesforce. However, one integral part of Salesforce that puts it at the top of the list is its driving engine or brain which is represented by Salesforce Einstein.

Salesforce Einstein is a smart CRM assistant that allows us to discover insights and patterns in our data, predict business outcomes, recommend the next best actions, and automate business processes and workflows. In today’s world, having an intelligent tool with an artificial intelligence is necessary to keep up with the digital and technological transformation and benefit the most from our collected data.

 The power of Salesforce Einstein is represented by the following:

       I.           Einstein chatbots:

A chatbot is an application that simulates human conversations via text message. Today, chatbots are replacing service and sales agents online, and it is estimated that they will power 85% of all customer service interactions by 2020. Instead of resorting to live agents, companies today are resorting for a new engagement channel that is connected to a smart technology which is NLP (natural language processing) to respond to customers. However, it is important to note the necessity of creating well defined chatbot and content strategies and constantly training your chatbot to ensure its success.

There are many benefits behind using a chatbot and these include:

1.      Reduced wait times and quick case resolutions for customers because they are getting instant responses

2.      Saved time for agents so they can focus on the most important/ critical cases to solve

3.      Great customer experience provided by a 24-hour service

     II.           Einstein Voice:

Just like Siri and other voice enabled applications, Einstein voice saves users from the tedious task of typing by listening to their demands and translating them to actions and recommendations. It is also used to debrief users of their daily activities and tasks. Imagine you are a salesperson who just returned from a sales meeting and want to quickly update Salesforce with the results. You can simply dictate what you want to Einstein voice while you are driving back from the meeting, and Einstein Voice will take care of that for you. The figure below explains how Einstein Voice works on translating your voice input into structured data and recommendations of what to insert or update in Salesforce.

   III.           Einstein Prediction Builder

Einstein prediction builder is used to create predictions of what will mostly likely happen in your business. It uses artificial intelligence and historic data to create predictions. For example, if restaurants want to predict if customers will show up to their reservations or not, they will use the prediction builder for this purpose. They will base their predictions on various predictors or factors that might help in their predictions including the previous no show ups of customers, location of customers, and number of table seats reserved.

 IV.           Einstein Next Best Action – Strategy Builder

Einstein next best action (strategy builder) allows users to know what is the next best action that they should take. Next best action helps call center agents answer complicated cases opened by their customers by suggesting recommendations to them on the flow without letting customers wait on the line for long.

     V.           Einstein Image Classification

Einstein Image classification allows Salesforce to predict images that are inserted and know to what group they belong to. You just need to train the system at first to understand these images by feeding it a training dataset, and then use your model to predict new images.

 VI.           Einstein Analytics:

Salesforce Einstein analytics is a powerful tool that allows us to view information and insights that live in different locations in just one place. In other words, it enables the immediate access to powerful data insights from any device and at any time. It also provides strong visualizations of the data that exist in different systems and is used for complex reporting purposes.

To conclude, Salesforce Einstein is providing a huge smart capability to its users today. With Salesforce Einstein, companies can make sure they are up to date with the fast growing technological and digital revolution that is taking place today that is hugely focused on artifical intelligence.