salesforce.com (CRM) Debuts New AI Platform
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Salesforce (NYSE: CRM) unveiled Salesforce Einstein, bringing the power of artificial intelligence to every Salesforce user. With Salesforce Einstein, any company will be able to deliver more predictive and personalized customer experiences across sales, service, marketing, commerce and more. Salesforce Einstein is a breakthrough innovation that embeds advanced AI capabilities in the Salesforce Platform—in fields, objects, workflows, components and more—so everyone will be able to build AI-powered apps that get smarter with every interaction, using clicks or code.
"With Salesforce Einstein, we are delivering the world's smartest CRM," said Marc Benioff, chairman and CEO, Salesforce. "Einstein is now every customer's data scientist, making it easy for everyone to take advantage of best-in-class AI capabilities in the context of their business."
Welcome to the Artificial Intelligence RevolutionAI is creating new ways for people to engage with technology and with one another. Various forms of AI already power some of the world's most popular consumer experiences. Apple's Siri leverages natural language processing to recognize voice commands. Facebook's deep learning facial recognition algorithm can instantly identify a person with nearly 98 percent accuracy. And Amazon, Netflix and Spotify all utilize machine learning to understand how each item in their massive catalogs relates to the other and each customer's preferences.
However, the technical expertise and infrastructure required to develop AI solutions are beyond the reach of most companies. They must bring together massive and diverse data sets, which requires significant engineering resources to manage complex data integration processes. Specialized predictive models must then be built to extract value from the data and continuously learn from it, requiring extensive data science expertise. And infrastructure and DevOps support are required to maintain these models and keep all of these processes up and running. Finally, and perhaps most importantly, bringing results—the insights and recommendations from the models—to users within the context of their business requires complex integrations.
Introducing Salesforce Einstein—The World's Smartest CRM, Powered by Artificial IntelligenceWith Salesforce Einstein, AI capabilities will be embedded across every Salesforce Cloud. Einstein leverages all the data in Salesforce—customer data; activity data from Salesforce Chatter, email, calendar and e-commerce; social data streams such as tweets and images; and even IoT signals—to train predictive models. And because Salesforce has millions of users inputting information every day, it is uniquely positioned to deliver the best models for sales, service, marketing, commerce and more.
Powered by advanced machine learning, deep learning, predictive analytics, natural language processing and smart data discovery, Einstein's breakthrough innovations allow models to be automatically customized for every single customer. These models learn, self-tune and get smarter with every interaction and additional piece of data. Einstein will automatically discover relevant insights, predict future behavior, proactively recommend best next actions and even automate tasks. Now every Salesforce user will be able to leverage AI capabilities to deliver more personalized and predictive customer experiences:
Sales Cloud Einstein will include Predictive Lead Scoring that enables sales reps to focus on closing the best leads, Opportunity Insights that alert reps when a deal is trending up or down, and Automated Activity Capture which seamlessly logs email and calendar activity with the right Salesforce record, and analyzes them to deliver predictions. For more information on Sales Cloud Einstein, visit http://sforce.co/2d0LYd7
Service Cloud Einstein will include Recommended Case Classification which automatically pre-populates key case fields, enabling predictive routing of cases to the right agent and enabling agents to resolve customer issues faster. With Recommended Responses service agents will be pushed the best responses, and Predictive Close Times will predict the time needed to resolve an issue, helping improve agent productivity. For more information on Service Cloud Einstein, visit http://sforce.co/2cWsQ4i
Marketing Cloud Einstein will include Predictive Scoring which scores every customer's likelihood to engage with an email, Predictive Audiences which builds custom audience segments based on predicted behaviors, and Automated Send-time Optimization which predicts the optimal time to deliver messages based on past customer behavior. For more information on Marketing Cloud Einstein, visit http://sforce.co/2dc2muH
Commerce Cloud Einstein includes Product Recommendations to personalize product recommendations to shoppers, Predictive Sort which will infuse personalized sort and search results based on likelihood to engage, and Commerce Insights that will help retailers understand product purchase correlation to power smarter merchandising and store planning.
Community Cloud Einstein now includes Recommended Experts, Articles and Topics to suggest posts, articles, experts and topic pages; Automated Service Escalation which automatically creates a case in Service Cloud if customer posts do not receive a timely response; and Newsfeed Insights which highlights the most relevant and popular content in every feed. For more information on Community Cloud Einstein, visit http://sforce.co/2cIWRB0
Analytics Cloud Einstein will deliver Predictive Wave Apps that uncover future patterns for any business process, Smart Data Discovery that helps users find and explain insights from millions of data combinations in minutes, and Automated Analytics & Storytelling which will automate and prioritize the next insight users need to know. For more information on Analytics Cloud Einstein, visit http://sforce.co/2dc2muH
IoT Cloud Einstein will include Predictive Device Scoring which will score streaming data from connected IoT devices, Recommend Best Next Actions for service processes and marketing journeys based on the scoring of that device data, and Automated IoT Rules Optimization which will actively update the rules that govern how IoT data is managed. For more information on IoT Cloud Einstein, visit http://sforce.co/2cgTDT5
Salesforce Einstein: Enabling Everyone to Build AI-Powered AppsAs a core part of the Salesforce Platform, Einstein will empower everyone to quickly build AI-powered apps using the tools that millions of Salesforce developers and admins already use every day. With just a few clicks, admins will be able to build apps that include Einstein-powered fields in any object, page layout or workflow, making every business process smarter. And for data scientists and developers, there will be Predictive Vision and Sentiment Services which enable developers to train deep learning models to recognize and classify images and sentiment in text. And PredictionIO in Heroku Private Spaces will empower developers to build custom machine learning models and put them into their apps. For more information on building AI-powered apps with Einstein, visit http://sforce.co/2d0LQuo
New Salesforce Research Group: Accelerating AI Innovation in the EnterpriseAlso announced today, the Salesforce Research group brings together a team of researchers and data scientists under the leadership of Richard Socher, Chief Scientist at Salesforce and world-renowned data science researcher. Salesforce Research will be focused on delivering cutting-edge, breakthrough AI research across deep learning, natural language processing and computer vision to Salesforce's product and engineering teams.
Comment on the News:"Salesforce Einstein gives us a smart, personalized and predictive way to connect millions of sports fans to hundreds of thousands of their favorite team and player items across more than 300 offline and online stores that we operate across our platform," said Chris Orton, Chief Marketing and Revenue Officer for Fanatics, the global leader in licensed sports merchandise. "The combination of AI and Salesforce CRM has been a game-changer, empowering our marketing organization to intelligently engage with fans through timely campaigns and relevant recommendations that transform the customer experience."
Experience the Power of Salesforce Einstein at DreamforceDreamforce attendees will have the opportunity to dive deeper into Salesforce Einstein by attending the Einstein Keynote on Thursday, Oct. 6, from 3-4pm PT in Moscone West, or tuning into the livestream. Salesforce's Einstein leadership team, along with some of Salesforce's most innovative customers, will showcase how companies can get smarter and more predictive about their customers. Moscone West will also feature the Einstein Discovery Center on the 2nd floor, where attendees can get hands-on with Salesforce Einstein through product demos. For more information on the Dreamforce schedule, visit: https://www.salesforce.com/dreamforce/DF16/schedule/
Pricing and Availability
- New Einstein features are being developed for every Salesforce Cloud.
- Many new Salesforce Einstein features will be available at an additional charge. Others will be included as part of existing licenses and editions.
- Pricing for each Einstein feature will be announced as it is made generally available.
- Community Cloud Einstein's Automated Community Case Escalation and Recommended Experts, Files and Groups are generally available and included as part of the Community Cloud license.
- Analytics Cloud Einstein's Smart Data Discovery is generally available. Pricing is based on the volume of data and number of users.
- Commerce Cloud Einstein's Product Recommendations is generally available and included as part of the Commerce Cloud license.
- PredictionIO is an open source Machine Learning Server available for free through the Apache Software Foundation. For more information, please visit: http://predictionio.incubator.apache.org/
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