Einstein, the new artificial intelligence engine initiative from Salesforce, was launched in September 2016. Einstein’s data management and machine learning capabilities already deliver 300 million plus predictions, recommendations and scored leads every day, and offer sales teams up to 25% lift in sales. In this blog, we explore key features and the possibilities it presents for mobile apps.
Salesforce Einstein’s true strength lies in its search capabilities. Einstein brings up the most relevant results, by unearthing key data. It also offers critical cutting-edge information such as predictive lead scoring and opportunity insights. While it was possible to access such information before, Einstein makes it the mainstream or the norm, effortlessly.
About 61% of all employees now work outside the office at some time or the other, and an employee uses three devices, on average, for work, on any given day. In tune with this trend, more and more enterprises functions are now delivered through mobile apps, allowing employees the convenience of being able to work anytime, anywhere.
Einstein builds predictive features right into the apps; personalizing recommendations, offering insights into the next steps to take, automating several routine tasks, and enabling users to become proactive. It learns from the available data to deliver predictions and recommendations based on the business processes adopted by the enterprise.
Einstein’s Smart Data Discovery capabilities enable business analysts to scour into data and make sense of crucial metrics such as lifecycle cost, profitability and customer lifetime value, all delivered in real time while the sales executive is still negotiating with the customer. In other words, Einstein transforms the smartphone into a real-time data scientist and a powerful business tool.
Salesforce Einstein in the Service Cloud
The Service Cloud Einstein, launched in February 2017, is another way the Einstein tool transforms the mobility experience. Service Cloud Einstein is the traditional Salesforce service cloud enhanced with artificial intelligence. The layer of intelligence added to every service interaction empower line staff, enabling them to deliver incredible customer experiences with improved productivity. Customers gain the benefits of an omnichannel service experience.
Einstein Supervisor empowers contact center supervisors with real-time, omnichannel insights and AI-powered analytics. They gain real-time data and information on agent availability, queues and wait times, facilitating smarter real-time actions. The tool even predicts customer satisfaction and makes recommendations on the course of action to take, to improve customer satisfaction.
Einstein Case Management uses machine learning to classify cases and escalate important cases, as it comes in. It routes high priority cases quickly to the next available agent familiar with the case, delivering a seamless experience for the customer. Needless to say, all available information relating to the customer, including relevant knowledge articles or videos useful to resolve cases, are surfaced to the relevant agent automatically.
The Intelligent Mobile Service capabilities enable mobile employees to connect with the service app on iOS and Android, to leverage the above features, and deliver personalized experience and service from anywhere. The added benefit of Einstein powered mobile app for line staff is optimized scheduling and routing, made possible by advanced algorithms and real-time access to complete CRM data, with offline capabilities to remain highly productive even when mobile coverage is deficient.
It gets better. Einstein Vision, launched in March 2017, embeds the power of image recognition in any app, easily.
With an estimated 1.2 trillion photos set to be taken in 2017 alone, photos and images now occupy an integral part of business communications, and changes the way people communicate. Images can help offer important insights such as inventory levels, product quality, consumer trends, customer preferences, etc., in a more effective way than text can communicate. Leveraging such visual clues allow enterprises to optimize marketing campaigns, enrich sales leads, and automate service case resolution.
Einstein Vision offers powerful APIs for force.com and Heroku developers, to either develop custom classifiers or leverage pre-trained image classifiers, to implement a vast array of image-recognition use cases. With such classifiers, users get the convenience of visual filters, allowing them to find products best matching their preferences. The possibilities are endless:
- Customers may capture photos of available products, upload it, and discover where they can make purchases in-store or online.
- Marketers may analyze user-generated images in communities, review boards and social media, to understand customer preference better, and position customer experiences accordingly.
- Customer service reps may review actual real time images to evaluate issues, before sending technicians into the field.
- Executives may evaluate images generated by in-store and warehouse cameras to identify out of stock products, misplaced products, measure shelf-share mix, to optimize and streamline sales and service.
Salesforce Einstein represents the perfect convergence of technology and computing power, and with mobility added to the mix, the combo delivers high power experiences that take productivity and efficiency to whole new levels, and transform the very nature of work.