Integrating AI in Salesforce for Smart Decisions in 2024
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April 30, 2024
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Several artificial intelligence models exist in the market, such as Gemini, ChatGPT, Claude, etc. Companies implement these AI models in their products and services to harness the best decisions and provide the best services to the customers.
In 2016, Salesforce announced a revolutionary step for its product by introducing Gen-AI under the name of Salesforce Einstein. This technology started helping businesses use their Salesforce data to make decisions and achieve better results.
How Does Salesforce Einstein Perform Well?
Salesforce Einstein is an AI companion embedded within the Salesforce Customer 360 platform. It can potentially make businesses more predictive and intelligent about their customers.
Below are the points showing how Salesforce Einstein uses the latest AI techniques:
1
Machine Learning (ML):
Einstein reads all the historical data to learn about patterns and trends and develop predictions on various aspects, like customer churn, sales pipeline health, and product recommendations.
2
Large Language Models (LLMs):
These language models have the capacity to understand and generate human-like content. Based on this technology, Einstein examines customer feedback, emails, and social media conversations to extract customer sentiment and preferences information.
3
Natural Language Processing (NLP):
Einstein can interpret human language, which means chatbots can answer customer inquiries as if a human is replying.
4
Visual Recognition:
Einstein Vision is built on top of Salesforce’s Einstein Platform Services. Companies can use this technology for image categorization, product identification, and anomaly detection in product images.
Also Read
Don’t forget to checkout: Salesforce recently launched Salesforce Einstein Copilot in February 2024.
Benefits AI in Salesforce For The Businesses
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Better Sales Operations:
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Predictive Lead Scoring 2.0:
It is based on machine learning algorithms that read the complete historical data and look for patterns correlating with lead conversion. This technology helps sales and marketing teams invest their time in converting high-scoring leads.
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Dynamic Opportunity Insights:
Einstein is built to predict deal closure probability, identify potential gaps, and suggest next steps. Through these activities, the sales team saves lots of time and effort and closes deals faster.
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Deliver Hyper-Personalized Customer Experiences:
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Einstein Bots:
The sales team cannot work around the clock, so these bots provide 24/7 customer support. They have the power to handle multiple customer inquiries and reply with human text.
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Sentiment Analysis:
Einstein can predict customer sentiment (positive, negative, or neutral) by reading the customers’ texts, messages, and chats and helping the sales team prepare strategies for customer retention accordingly.
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Next-Best-Action Recommendations:
Under this, Einstein examines the gathered customer information and, based on that, suggests the best products, offers, or content. This step leads to more sales and customer engagement for the business.
Also Read
Don’t forget to checkout: Step-by-Step Guide to verify Salesforce Certification
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Increase Productivity and Work Efficiency:
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Automated Workflows:
Einstein promotes automation and eradicates repetitive tasks, which saves ample time for the business. This time can be used to generate more robust strategies.
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Predictive Forecasting:
Salesforce AI can look into the future! But how? It can predict future trends in sales, inventory, and customer service, which helps companies prepare business strategies and address future issues before they come to the business.
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Promote a Data-Driven Culture:
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Einstein Analytics:
It is a cloud-based business intelligence (BI) tool that offers user-friendly dashboards and reports. Basically, it is used by companies to extract information from various data sources.
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Explainable AI (XAI):
In the Salesforce ecosystem, it is known as OmniXAI. It helps users to generate explanations for various AI models with minimal coding. Furthermore, it works across different data types (tabular, image) and functionalities with various machine learning models. It also generates explanations that users can watch through an interactive dashboard.
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Final Words
Salesforce invests heavily in AI, and we can expect more powerful products from the company in the future. According to official news, the company already released Salesforce Copilot and Prompt Builder in February 2024 and aims to launch improvements in Service Cloud Einstein: Search Answers and Salesforce Einstein Copilot: Sales Actions. These updates will surely help businesses to make robust decisions.
written By
Mohit Bansal
Salesforce Technical Architect | Lead | Salesforce Lightning & Integrations Expert | Pardot | 5X Salesforce Certified | App Publisher | Blogger
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