We’re all familiar with Artificial Intelligence as it becomes an intrinsic part of our daily lives. AI aims to make “machines think like humans.” Quite a few of these features, based on basic Machine Learning and AI algorithms already enhance our daily interactions on our devices. (i.e. Siri on apple devices).

This revolution has taken over sales lifecycles as well with dramatic improvements. Einstein, the artificial intelligence (AI) built into the core of the Salesforce Platform, delivers advanced AI capabilities to sales, service, and marketing. It’s ability to enable users who are unfamiliar with code to build AI-powered apps that get smarter with every interaction makes it quite valuable.

Here are some common use cases where Einstein’s capabilities shine through.

Einstein at work

Sales Cloud

Einstein’s algorithms guide sales reps find the best leads and opportunities so they can focus their skills on closing the right deals. They can always also get important business developments related to their accounts keeping them connected.

With time freed from routine paperwork, the sales team has more time to focus on the prospects and create new opportunities. Einstein sends automatic reminder tasks (recommended Follow-Ups) to the users so they can follow up with customers who haven’t responded to emails.

Users have reported higher productivity thanks to these intuitive automation tools.

 Service Cloud

Customer service can benefit from predictive programs that can improve customer satisfaction by reducing time needed to successfully close a case.

Service Cloud Einstein contact centers can automatically unlock deep customer insights with AI-powered omni-channel insights and analytics to increase agent productivity and customer satisfaction.

With these tools, it’s easier for the support team to route, escalate and prioritize work by predicting the time needed to resolve an issue.

Einstein also suggests case classification based on user histories and trends resulting in easier resolution. In addition, relevant information required to resolve cases, such as knowledge articles or videos, are automatically surfaced, saving agents valuable time and creating improved customer experiences.

Marketing Cloud

Marketing teams can leverage the power of analytics tools that can predict the optimal timing, channel, content and audience for any marketing message.

With the possibility to access and analyze past customer behavior, they can predict future behavior and better anticipate customer needs.

Einstein also offers predictive scoring based on existing data about the customer’s likelihood to engage with specific emails thus enabling focused mail campaigns.

With the help of predictive audience tool, it is possible to build custom audience segments based on predicted behavior.

It is easy to calculate the best times to deliver messages for maximum reach. Further, it is possible to automate the send-time to increase engagement.

Marketing teams can analyze customer sentiments and intent and develop dedicated campaigns that can answer their specific needs leading to better conversion rates.

Intelligent wave apps: This will help predict future patterns for every business process, pointing out the key findings that should be examined and understand their significance along with next steps.

Smart data discovery: This will help users work with a multitude of data combinations and extract critical insights.

Automated storytelling: Users can benefit from an automation and prioritization of insights along with smart charts and widgets. It also makes it easier to understand thanks to natural language support.

Community Cloud

A customer’s experience with the company is determined not only by the quality of product/service but also by the quality of customer service and support.

Topics recommendation: With the community cloud, it is possible to help customers navigate through your pages with suggested posts, articles, and topics of interest.

Automated service escalation: It is also possible to create cases automatically for customer posts that don’t receive a timely response or that contain specific words (i.e. “broken”).

In conclusion, advantages of Einstein AI

Even though this technology is still in its nascent stages, the long-term benefits are not hard to see:

In-house Data Scientist: Smaller organizations can avail the advantages of AI analytics without setting aside a huge budget for data scientists.

Easy to access predictive models: With the power of Einstein, it will be easy to access predictive models that will fit any organization’s growing needs.

Accurate data: Having accurate, current data to work with is the key to a successful AI system. Every interaction will help the system improve its algorithms and predict key trends.

Simplified routine work: While AI is not here to take over every task completed by the trained professionals, it will definitely help speed up routine tasks through automation and alternate solutions that can give maximum returns.

With each interaction, accuracy and prediction tools work better and the system will prompt the user to complete tasks based on their daily interactions.