The platform integrates AI into customer data to create predictive, generative, and customizable AI experiences for businesses and customers. It carries all functions while ensuring there is no risk involved and no juggling between different AI vendors.
Assistive AI is indigenous to Salesforce, allowing customers and employees to conversate directly with Agentforce (AI) to streamline workflows and enhance customer experiences.
Customer Service AI
The main purpose of Einstein for Service is to improve the relationship between the business and its customers. It uses several of Salesforce’s AI tools for customer service, combining Service Cloud Einstein and Einstein GPT for Service into a single license, with powerful capabilities to streamline work. This gives the service and support teams the time and energy to focus on providing more personalized and improved customer experiences. Einstein for Service comes with features like – Einstein Bots, Einstein Reply Recommendations, and Einstein Recommendation Builder.
Einstein Bots
Einstein Bots are intelligent, self-service bots designed to help businesses scale up their ability to effectively and efficiently respond to customer inquiries. They use AI capabilities to recognize and respond to specific customer questions with relevant answers. They also leverage CRM data to provide more personalized responses. This reduces the query response times improving the customer experience, and effectively reducing the load on the customer support team.
Einstein Reply Recommendations
Einstein Reply Recommendations is a machine learning model in Salesforce AI that collects customer data from closed chat transcripts and organizes it into patterns. It then uses NLP algorithms to generate suggested replies to answer common customer queries. This tool helps businesses improve the customer experience by providing quick and accurate responses and reducing response time.
Einstein Recommendation Builder
Einstein Recommendation Builder is a tool that uses data to build recommendations from three Salesforce objects –
- Recommended Items object — what is the recommendation?
- Recipient object — who is receiving the recommendation?
- Interactions object — the data and past interactions and data that Einstein learns from.
This tool analyzes extensive datasets and provides smart, tailored recommendations to the customer service team to improve customer interactions. This automation also streamlines service operations, allowing agents to focus on more complex tasks.
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Sales AI
Einstein for Sales features are designed specifically to assist sales teams in increasing productivity and closing more sales deals. It provides the sales agents with actionable customer and prospect insights that help them keep their business competing in the market. With Einstein AI, they can automate tasks, generate instant communications, uncover pipeline trends, predict sales forecasts, and bring out predictive insights that will help them close more deals, faster.
Einstein Lead & Opportunity Scoring
Einstein Lead & Opportunity Scoring uses ML algorithms to rate leads and opportunities based on their likelihood to convert. This machine learning-based feature helps the sales teams to identify opportunities that need more focus and effort, and thus work more efficiently.
Einstein Account & Opportunity Insights
Einstein Account & Opportunity Insights provides the sales team with useful insights about a specific account and opportunity trends and behaviors so that they identify new opportunities, raise their win rate, and improve overall productivity. This results in them making more informed sales decisions and closing more deals.
Einstein Conversation Insights
Einstein Conversation Insights is a conversational intelligence feature in Salesforce AI High-Velocity Sales (HVS). The tool is powered by Einstein, which provides the sales and service teams with insights and information on trends gathered from keywords and phrases picked from recorded voice and video call summaries. Call Summaries also let sales managers keep track of team performance and enhance sales strategies for improved results.
Buyer Assistant
A buyer assistant bot can be created and personalized for your website with customized features. This bot uses machine learning algorithms to read customer data and provide actionable insights. It directs customers to the sales team, chats with them, and personalizes conversations for them. It also lets you create a messaging session record page so that the internal team can manage conversations and live chat.
Einstein Forecasting
Salesforce Einstein Forecasting uses AI technology to make highly accurate forecasts of sales performance. With improved forecasting accuracy, it also lets you track the performance of the sales teams. The predictions it makes are based on previous patterns and changes that occur in a sales environment.
Commerce AI
Commerce AI is a platform that uses generative AI to convert unstructured data into smart automation. It offers features like Einstein Recommendations and Einstein Search Dictionaries that help commerce teams create competitive product strategies, understand customers, and provide them with more personalized shopping experiences resulting in increased sales for the company.
Einstein Recommendations
Einstein Recommendations is an AI-driven solution that uses ML algorithms to recommend personalized products, content or offers to every individual based on every customer’s previous interactions. Einstein Recommendations combines user behavior like every click, download, view, and purchase with algorithms and business rules to build a user profile of affinities. This feature helps sales teams increase revenue and improve the shopping experience of customers.
Einstein Search Dictionaries
Einstein Search Dictionaries analyzes data across the Commerce Cloud platform, automatically identifies relationships between search terms, and recommends which synonym list to assign them to, generating better search experiences for the customer. This feature makes it easier for brands to provide customers with what they’re looking for. For instance, if a customer is looking for a lilac t-shirt and finds no results, Einstein Search Dictionaries adds lilac to the synonym list and suggests t-shirts in violet and purple color for better results.
Marketing AI
With Marketing AI tools built directly into your platform, Einstein offers data and insights to power up team productivity and customer engagement. There is a range of features that marketing teams use to understand the engagement and behaviors of the customers so your business can personalize every interaction in Marketing Cloud Engagement.
Einstein Engagement Scoring
Einstein Engagement Scoring is an AI-driven scoring feature that evaluates customer engagement with marketing emails and messages sent through MobilePush. Marketing Cloud categorizes subscribers into Loyalists, Window Shoppers, Selective Subscribers, and Winback/Dormant. Engagement Score in Journey Builder splits can then send messages to subscribers who are likely interested and will open them.
Einstein Messaging Insights
Einstein Messaging Insights is a feature where a business receives alerts from the notifications badge to make changes in their marketing performance in the Marketing Cloud. This functionality provides information regarding critical messaging statistics such as open and click-through rates, delivery times, etc. Such insights are used by marketers to improve their messaging strategy, improve customer engagement, and achieve better results.
Einstein Segmentation
It enables marketers to segment their audience based on a multitude of factors, including demographics, behaviors, and past interactions. With these, marketers can create highly targeted campaigns that resonate with specific audience segments, increasing engagement and conversion rates.
Einstein Content Selection
Einstein Content Selection is an email experimentation tool that automatically selects the most engaging content (images, videos, text) by applying searchable tags to image files in the Marketing Cloud account using Google Vision. This automated categorization and analysis improves content management efficiency allowing marketers to effortlessly categorize and retrieve assets and facilitate seamless content reuse.
Einstein Campaign Insights
Einstein Campaign Insights uses machine learning to find segments and trends such as job titles, demographics, engagement data with different marketing assets, etc. This data helps marketers enhance their brand campaign performance. Also, Campaign Insights offers granular segmentation capabilities, which allow marketers to target specific audience segments with customized messaging for a large impact.
Evon Technologies is a leading Salesforce Consulting & Implementation Company which helps businesses achieve operational excellence. Our skilled team with years of experience helps you fully harness the potential of Salesforce Einstein AI. We help you get the most out of your Salesforce CRM. Write to us at sales@evontech.com and book your free consultation.
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