Salesforce, the global leader in CRM, announced myEinstein, powerful machine learning platform services that enable admins and developers of all skill levels to build custom AI apps across Salesforce with clicks, not code. Now every Trailblazer—the hundreds of millions of individuals using Salesforce to drive innovation, transform their companies and grow their careers—are armed with the tools they need to deliver smarter and more personalized customer experiences.
myEinstein includes two new services: Einstein Prediction Builder, which allows customers to automatically create custom AI models that can predict outcomes for any field or object in Salesforce; and Einstein Bots, which can be trained to augment customer service workflows by automating tasks such as answering questions and retrieving information.
“Salesforce reimagined AI, bringing it out of the lab and into the hands of business users with Salesforce Einstein, which now generates more than 475 million predictions every day,” said†John Ball, GM and SVP, Salesforce Einstein. “Today, we are further democratizing AI by empowering admins and developers†to transform every process and customer interaction to be more intelligent with myEinstein. No other company is arming customers with both pre-built AI apps for CRM and the ability to build and customize their own with just clicks.”
Introducing myEinstein AI Platform Services
Every business process and workflow within a company stands to be more intelligent or more efficient. Employees need more insights into the future and to deflect repetitive tasks that take up their days. However, companies are hindered by the infrastructure costs, lack of expertise and the resources required to optimize their workflow with AI. With myEinstein, the employees who are actually managing and driving business processes†have the power to build and customize AI apps to fit their specific needs.
Here’s how myEinstein works. With simple clicks, the declarative setup guide walks users through building, training and deploying AI models using structured and unstructured Salesforce data. myEinstein automates the model building†and data scoring process and custom predictive models and bots can be easily embedded directly into Salesforce workflows. Models and bots automatically learn and improve as they’re used, delivering accurate, personalized recommendations and predictions in the context of business. myEinstein services include:
- Einstein Prediction Builder†allows admins to create custom AI models on any Salesforce field or object– custom or standard– to predict business outcomes, such as a customer’s likelihood to churn or the lifetime value of an account. For example, an admin at a financial services company can build a predictive attrition model to understand which customers are most likely to churn based on all Salesforce fields related to the account, such as the number of external accounts they link to their checking account and history of customer support calls. Using a declarative, point-and-click setup tool, admins define the prediction, identify the field to build the model on and select which data to use. The attrition score based on these signals can then be directly embedded into the Salesforce customer account page and create a task, automatically alerting reps to high-risk customers so they can deliver personalized, one-on-one interactions to reduce attrition risk.
- Einstein Bots†enable admins to build, train and deploy customized service bots with just clicks. Using natural language processing, Einstein Bots can communicate with customers, freeing up customer service agents to focus on more complex inquiries. Einstein Bots are connected to customer service workflows and trained with historical service and CRM data to quickly and accurately respond to common customer inquiries, resolve routine issues, and seamlessly handoff cases to customer service agents, if required. Both agents and customers have the ability to provide feedback to the bots, which continuously learn and improve to deliver more accurate and relevant information. For instance, a Salesforce admin at an ecommerce company can deploy Einstein Bots to handle common service issues like tracking an order status, resetting a lost password or initiating a return. The bots understand what the customer is asking and can collect basic information, initiate the appropriate workflows and deliver personalized, relevant information to the customer.
myEinstein Extends the Power of AI to Any Developer
As the demand for intelligent apps increase, the speed that developers need to build at skyrockets. myEinstein also includes Einstein Language and Einstein Vision, a powerful set of APIs launched in†June 2017†to empower developers of all skill levels to build AI-powered CRM apps that business users need. With Einstein Language for Intent,†developers can train a model to classify the underlying intent of customer inquiries in order to automatically route leads, escalate service cases and personalize marketing campaigns. Einstein Language for Sentiment enables developers to classify the tone of any text as positive, negative or neutral so that companies can quickly gain insight into customer attitudes and then take appropriate actions. Developers can also leverage computer vision with Einstein Vision for Image Classification, which brings visual search, brand detection and product identification capability to CRM apps; and Einstein Vision for Object Detection, which enables developers to train models to recognize multiple unique objects within a single image, as well as the location, size and quantities of those objects.
