We’ve been a close partner of Salesforce for over 13 years and are excited to see what customers are doing with Salesforce Einstein. It’s the first comprehensive AI for CRM and is turbocharging our customers’ digital transformation efforts.
Meaningful digital transformation isn’t just collecting large amounts of data but knowing how to act upon it. It’s also about automating tedious, manual tasks that take time and cause errors. All in the service of delivering profoundly better customer interactions, experiences, and ultimately competitive advantage.
And with remote interactions between businesses and customers now becoming the norm this past year, the need to be closely connected and understand customers has become critical and accelerated the urgency of these efforts. But organizations struggle with vast amounts of data that isn’t connected or easily actionable, automating manual processes and interacting with customers across multiple channels. These factors have created a long overdue catalyst for AI adoption, as a way to not just meet but anticipate customer needs.
AI adoption isn’t easy for many organizations – it’s a powerful tool that requires powerful handling. Being part of the Salesforce platform is therefore a major step. Einstein is an integrated set of AI technologies that brings AI to business users, to be smarter and more predictive about customers, such as:
- Sales can anticipate the next opportunities and exceed customer needs.
- Service can be proactive in resolving cases before they happen.
- Marketing can create predictive journeys and personalize experiences.
- IT can embed intelligence everywhere and create smarter apps for employees and customers.
We’ve already seen how Salesforce Einstein helped create significant business value for our Salesforce customers. For example:
Multiple processes and workflows can be automated – and trained – using previous documents to eliminate incorrect or malicious transactions, identify patterns such as late payments, as well as parameters for identifying upsell opportunities.
The Retail Supply Chain
For stock inventory management, periodic snapshots of storage racks feed the Einstein data store to identify when they need to be restocked as well as when peak and low sales periods occur to better prepare an inventory.
For promotions, Einstein identifies promotional patterns, learning from past campaigns to see which were more effective and why, and recommending new promotions.
Not everyone knows that Salesforce can be used to help manage employee resources, from knowing the skill sets of employees to learning the skills required for upcoming projects. Einstein can even do comparative studies on whether existing employees can be trained for new skills or if new candidates need to be brought in.
Call Centers and Service Industries
This is an industry where Salesforce Einstein can be a gamechanger. It comes with rich sentiment analysis APIs, learning from historical data, and understanding the sentiments of user responses. This enables cases to be ranked so that customer service teams can prioritize both unhappy and the most valuable customers.
It also optimizes call center operations, learning from historical data how call agents spend their time, the average time they take to solve a problem, and processing the customer feedback. In turn, it provides insights on how to improve customers’ experience while optimizing the time of call center teams.
Some of the earliest, groundbreaking uses of AI have been in healthcare, but incorporating it into the Salesforce platform makes it dramatically easier to use and therefore more widely adopted. In areas like diagnostics, it can train an Einstein data model and indicate abnormal device readings (like blood pressure or oxygen levels) and create cohorts such that providers can reach out proactively. It can also create custom maps, helping to identify districts or regions with a prevalence for particular diseases to help health services focus their efforts.
We’ve already had great success introducing many of our customers to these new capabilities. Here are some areas we’ve seen most interest in:
Embedded Analytics: Analytics are embedded into the customer information, for greater insights into that customer. This is one of the most compelling features for Salesforce users.
Collaboration: Leverage the annotations and sharing features. You can collaborate using chat in the platform and share dashboards, built dynamically, easily.
Actionable: Click on a record to take immediate action. With one click a user is redirected to a page giving them actionable insights into the business for better decision making.
Self Service: Users can self-explore dashboards to get more insights into the data, without being dependent on engineers to explore the insights.
Smart Designs: Design the implementation in such a way so that it can be reused in different use cases.
IDC predicts that global spending on AI will double in the next four years – reaching $110 billion in 2024 – as companies see an opportunity to boost innovation, improve customer service and automate routine tasks so their employees can focus on more strategic work. We already see the uptake across our customers.
Persistent offers a Salesforce Managed Services solution, taking the burden of running complex Salesforce implementations and the seasonal updates off customers’ hands, freeing them up to focus on simply using the solution and growing the business. Know more about the solution here.
To learn more about how Persistent is helping customers make the most of Salesforce Einstein, click here.