In past couple of days Salesforce has created a storm by announcing Salesforce Einstein . So thought of talking about it in some way. Einstein = Artificial Intelligence (only in this case 🙂 ). AI (Artificial Intelligence, is the future, the systems are getting intelligent due to this. AI, gives more predictive power to both machines and humans. The AI experiences are evolving day by day and it’s time that we are going to see these terms almost everywhere around us. If you have used Amazon to buy some stuff, you already experienced AI. Amazon tells you about your interest of products, based on your previous activity, your previous interest etc. That seems very simple, but it takes a lot of analytics of historic data and faster computing power. AI is combination of all these : data, computing power and analytical programs.
Why AI in CRM is big deal ?
AI is spreading it’s reach and CRM is one of the area, where it was not present or least present. But now Salesforce has introduced AI to CRM, so here are some possibilities in this area:
CRM Sales :
AI can suggest the scoring of the leads/prospects we get in salesforce. Can calculate, which marketing channel should be used for which lead. AI can forecast the opportunity pipeline etc.
CRM Service:
To the service line, AI can suggest Knowledge articles to the agents to serve the customer better. Predict the case flow and prepare the case load sheet, which can be used to manage the agent time effectively. AI can suggest KPIs, customer satisfaction indexes (CSI) for the service department.
CRM Marketing :
AI can help marketing team to prepare more accurate marketing plans , that can attract more prospects. AI can effectively monitor the marketing impact.
Conclusion:
These are some of the thoughts. We will know more once salesforce starts utilizing this more and more . Excited to see the AI integrated Salesforce in future soon. This is not just Sales,servie or marketing cloud that will have Salesforce Einstein (Artificial Intelligence), but also community cloud,Analytical cloud, IoT cloud will also are lined up for this. Possibility is endless.
By for now, till the next post.
Keep reading and sharing…..
References: Salesforce Blog
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