A personal view of the ever-increasing role of AI in today’s society by Suraj Gupta

Inside Salesforce Einstein

One of the hottest topics my family and friends are currently talking about is Artificial Intelligence and the biggest issue we are most talking about is:  “Will AI ever replace humans?”

If the answer is “yes” then one day we all will be redundant!

If we think about AI, some of the key characteristics that come to mind are human-like perception, thinking and relating that thinking to action. Salesforce Einstein is much different from general AI. Einstein is the one of the intelligent capabilities built into the Salesforce platform and it is focused on delivering smarter CRM.

Salesforce Einstein is designed to discover insights, predict outcomes, recommend actions and automate tasks. This makes our work more and more smarter in much less time.

“Will Salesforce Einstein assist humans rather than replace them?”

Salesforce is highly focused upon things that people value rather than capturing everything into a database. Similarly Einstein also helps people to focus on the things which matters, it’s not about replacing them. The idea behind this is to capture more insights, predict outcomes, recommend next-best action and automate routine and manual tasks that will keep people more productive, not less.

Now, with the recent feature of Salesforce Einstein as Predictive Lead Scoring helps salespeople to focus on more promising leads. Automated Activity Capture will automatically log sales calls.

AI is a combination of four core capabilities: Data, Computing Capacity, Data Science and Time

Salesforce is focusing on the automation for each Einstein customer. After spending more than two years of intense research they came up with an automated, machine-learning-based data-analysis pipeline to deliver predictions and recommendations at scale. This internally developed  data-management and the predictive engine is powering Community, IoT, Marketing, Sales and Service Cloud Einstein features.

Above in the image you can see how Salesforce Einstein API can help you to build smarter solutions.

Einstein capabilities are designed to complement and enhance existing Salesforce SaaS applications in that they are or will be built into the Analytics, App, Commerce, Community, IoT, Marketing, Sales and Service clouds.

The first Salesforce App Cloud Einstein Service was Einstein Predictive Vision Service, this is based on the technology from the MetaMind acquisition. Now they have come up with a few more such as Predictive Sentiment Service and Predictive Intent Service which can help customers to automate Service Cloud. Here you can see features that have been introduced and many more will come in future.  

See the roadmap: