As a trusted Salesforce partner and consultancy firm, we at Cloud Industry are being increasingly asked about Salesforce Artificial Intelligence (AI): what is it and is it something that we really need? Let’s take a look at those questions here.
What is AI?
AI refers to the ability of computers to process information and perform tasks that would normally require human intelligence. But with so much data being produced every working day, it is no longer feasible to expect humans to analyse it all.
OK, but do we really need it?
As businesses are becoming leaner, more efficient, and more responsive to their customers’ needs, AI is becoming a ‘must have’ for sales, marketing and service teams the world over. In response to this demand, Salesforce launched the innovative Einstein cloud solution in 2016. Designed specifically to support businesses to operate more efficiently, Einstein is able to provide companies with the information they need to make informed decisions based on hard facts.
With so much at stake, the question should be: can you really afford not to have it?
So what does it do?
Salesforce Artificial Intelligence will revolutionise the way your company operates. Here are three ways it can make your business work ‘smarter not harder’:
1. Marketing Cloud Einstein
Image source: salesforce.com
One of the main departments to benefit from the use of AI is undoubtedly marketing. Salesforce’s Marketing Cloud Einstein analyses numerous sources of records on customer activity. It then applies predictive logic to help your marketing teams plot engaging customer journeys that are made even easier by automated key processes and customer engagements.
2. Sales Cloud Einstein
Image source: trailhead.salesforce.com
Once a customer is ready to engage with the brand, Salesforce’s Sales Cloud Einstein gives your sales rep a helping hand by automating data entry and predictive analysis so that they can spend more time interacting with the customer and making sales. The AI does more analysis than is humanly possible to unearth the insights and patterns that will help your sales teams make better decisions.
3. Service Cloud Einstein
Image source: salesforce.com
Great customer service is a major factor in building customer loyalty. The key to delivering meaningful customer service is knowledge of the customer. That’s where AI can make all the difference.
- Einstein Supervisor: With data received from multiple sources and processed in real time with AI-powered analytics, contact centre supervisors are able to take smarter actions and increase customer satisfaction.
- Einstein Case Management: Machine learning automatically classifies and prioritises cases as they come in. Agents are even provided with all the background information they need to resolve the case saving them time and creating a more satisfied customer.
- Intelligent Mobile Service: With a connected service app, companies can now keep their employees out on the field connected and delivering personalised service. Utilising advanced algorithms, the app supports scheduling and routing, as well as providing real-time access to complete CRM data.
Although the phrase “know your customer” may seem cliché, Salesforce Einstein AI is positioned to help your business do exactly that. As an ever-growing and evolving data repository, Einstein AI provides a complete overview of customers’ behaviour and how they might be likely to act in the future. Such information allows businesses to better understand what’s guiding their customers, providing an opportunity to tailor their marketing accordingly.
Regardless of the size, shape or focus of your business, Salesforce AI offers a multitude of predictive capabilities and other tools to help your sales team achieve (and hopefully exceed) your targets. By improving your team’s efficiency and accuracy, thus allowing them more time to provide tailored customer support, you will see a return on your investment in no time.
As a leading Salesforce partner and consulting firm, Cloud Industry can guide you through the process of making your business work smarter, not harder.
Cloud Industry is a leading provider of tailor-made cloud solutions in the Asia Pacific. We work closely with you to identify how we can help you achieve your business objectives. To learn more about how we can help you implement Salesforce.