“Albert Einstein.” We all know him as a great scientist of his times who made huge discoveries and inventions.
In modern day world, we come across another Einstein who assists us in business solutions effectively and efficiently. Salesforce has come up with an advanced technology of virtual assistants in business to maintain customer relationship. They named it as “Einstein,” a virtual assistant for customer relationship management. This virtual assistant is made using the concepts of Artificial Intelligence.
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Are you wondering what Artificial Intelligence is??
Every human being poses Intelligence, the ability to acquire knowledge and skills, making use of them to solve problems.
This intelligence can be achieved by studying surroundings, nature, learning from others, etc. which is called as Natural Intelligence.
Whereas if the machines which are built by human beings also poses the same behavior as human beings in thinking, reasoning, learning, planning, and understanding, then that is defined as an Artificial Intelligence. In other words, we can call it simply as machines thinking like humans.
Let’s have a look at the concept of Artificial Intelligence with a Real world scenario :
Every day we begin our lives with smartphones. We use different apps for different purposes. One such app is a diet maintaining app in which we feed our details, and it reverts with the best nutrition that suits us daily.
So here smartphone has played the role of a dietitian. How is it possible for a machine to think like a human?
Let’s see another scenario :
Most of us know about SIRI; a voice assistant application that runs on Apple phones, which assist us in every aspect of finding a contact to even making significant transactions.
This quality of SIRI made it be one of the most liked virtual assistant applications in today’s era. All these virtual assistant applications are developed only on one single concept of Artificial Intelligence.
Einstein is such a virtual assistant developed by Salesforce to eliminate the complications of Artificial Intelligence, enable the companies to convey personalized, smarter and highly predictive experiences to their customers.
Driven by predictive analysis, smart data discovery, machine learning, natural language processing and deep learning, Einstein is customized for single user uniquely. On addition of new data piece, it will automatically learn, tune itself to that data and gets smarter with every interaction.
This intelligence of Einstein will be implanted into business context to discover relevant approaches, foresee the behavior shortly, recommending the best actions proactively apart from task automation.
Salesforce has planted its Einstein Intelligence across its clouds, i.e., Sales cloud, Service cloud, Marketing and Analytics cloud, Community cloud, IoT Cloud and App Cloud. Each cloud has its own experience with Einstein as follows:
Sales Cloud Einstein:
Sales have three levels :
Level one where a company believes in its techniques and scripts which are blindly followed by the sales team and the same are passed on to their customers or prospects.
Level two companies follow specific plans but remain flexible in adapting their opponents.
Level three is the highest level where companies, instead of reacting to the opponents, they predict the situations and try to lead the competition. Sales Cloud Einstein helps the companies to rise from level one, where CRM (Customer Relationship Management) is single dimensional, to that level where it is a management system.
Sales Cloud Einstein builds easy access to Artificial Intelligence, by everyone across every sales organization of companies. Irrespective of their sizes by its business solutions that make companies find data insights, suggest actions to close transactions, automating the processes to build effective one to one relationships and foresee the results that enable them to be a step ahead of every single customer’s requirements and competitors’ hit.
Service Cloud Einstein :
Service Cloud Einstein, the companies irrespective of their size will execute an efficient customer service which is automated and predictive. With Service Cloud Einstein an organization can give the correct results with greater confidence, resolve the issues related to customer service quickly and efficiently by empowering the service team with the different approaches to solve the cases.
Marketing and Analytics Cloud Einstein :
Marketing Cloud Einstein provides marketers with the ability to move away from using the analytics which relies on past behavior to that analytics that foresees the content, audience, channel and best time for marketing.
With Analytics Cloud Einstein the answers to questions like why, what happened, what will happen and what one should do are given with new features of automated widgets and charts in natural language, discovering data smartly and building future business patterns without any mathematical representations.
Community Cloud Einstein :
Einstein Community Cloud helps the customers to find exact results for their requirements by automatically discovering the relevant approaches, predict the outcomes and recommend proactively by tracking the pages or posts that are liked and shared by the customers. Einstein, sometimes even automate the tasks and put forth the best answer or choice before the customer.
IoT Cloud Einstein :
IoT (Internet of Things) Cloud Einstein makes the customers discover the new way of modernization for IoT like cars, phones, and even human bodies. This Einstein Intelligence empowers the business ability to gulp a significant amount of data, turning it into necessary actions required to the customer in real time.
App Cloud Einstein :
App Cloud Einstein helps any business organization to build applications of Artificial Intelligence with ease by combining data management and science with modern-day application development into the single platform. This enables the customers to quickly create the applications that define better customer experience for next generations without any disrupts.
In a concluding note, one can identify Salesforce Einstein as a blend of modern day science with the business since it has a set of best services that carry advance capabilities of Artificial Intelligence deep into the heart of customer service platform, making Salesforce as the best and smartest Customer Relationship Management in the world.
Vinodh Kumar, postgraduate from the Business Administration background. He is currently working as a content contributor for Mindmajix and loves to write tech related niches. Contact Vinod at [email protected]. Socially connect to Vinod at LinkedIn and Twitter