CRM Company Sales force has recently just announced the addition of three new services for its commercially available artificial intelligence (AI) platform, which they dubbed ‘Einstein’.
These three new services are aimed at cognitive analysis, including detecting sentiment, intent and message object, in order to improve CRM automation by introducing the ability to detect the nuances of communication, which any CRM Consultant will mention as a key part of CRM.
A while ago, during March of 2017, Salesforce introduced the new Einstein Image Classification service to the public, which let developers create apps that integrate image recognition. Salesforce has now moved to working on additional developments in cognitive computing.
Salesforce Chief Scientist, Richard Socher, made a statement, explaining the benefit of these services and cognitive computing, saying that cognitive computing can allow business users to gain valuable insights into their customers, which will allow them to deliver meaningful, reliable, and predictive experiences.
He adds that Salesforce is excited with their developments, which broaden the company’s portfolio of Einstein Platform Services, which let their customers develop learning models from unstructured text and image data, including the ever ubiquitous social media posts.
The three new Einstein Platform Services are as follows:
- Einstein Sentiment, which is the service that analyzes text, be it from e-mails or social media, to determine the sentiment of the message and its writer, which can be used to determine whether or not customers are satisfied with a service or a product. This information can then be used to deliver noteworthy issues to supervisors or extend offers to satisfied patrons. Useful for any company or CRM Consultant having to deal with the hassle of having to understand the message behind statements made by many, many customers.
- Einstein Intent allows for the development of apps that analyze what kind of messages or statements a customer makes and ascertains what their intent is. For example, if a customer makes inquiries about a certain department, the service can allow organizations to detect that that particular department is underperforming.
- Einstein Object Detection, which allows for the creation and training of models that will recognize multiple unique objects in an image, as well as identifying details such as the size, quantity and location of said unique objects.