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January 17 2025
Artificial Intelligence has become a staple in our daily routines. From unlocking your phone with Face ID to seeing personalized content on social media or searching on Google, AI is part of these experiences. Salesforce CRM is also similar, using its Einstein AI to enhance daily business operations and deliver smarter, high-quality Salesforce implementation services.
Now, let’s explore the world of Einstein AI. Know how Salesforce’s Einstein tools and products can benefit your sales, marketing, commerce, and service teams. Plus, you’ll see how you can build AI-driven apps using this technology.
What is Salesforce Einstein AI?
Salesforce Einstein is AI technology integrated into the CRM platform, launched in 2016. Since then, over 40 features have been introduced. The primary perk is the seamless usage for Salesforce users and developers. Many customers have already incorporated Einstein into their businesses, achieving impressive results.
With Einstein, you can gain insights, predict outcomes, automate workflows, and receive recommendations based on artificial intelligence. It handles advanced machine learning, data analysis, and predictive forecasting. Additionally, developers and admins can use Einstein’s functionality to create AI-powered apps that integrate seamlessly with business workflows.
Einstein AI Tools & Products
Salesforce Einstein forms the intelligence layer of the Customer 360 platform, categorized into two main uses:
For Salesforce users: (Einstein for Commerce, Service, Marketing, Search, and Einstein Sales)
For admins and developers: (Einstein Language, Vision, Discovery, Translation, Prediction Builder, Optical Character Recognition, Next Best Action)
Additionally, Einstein Voice allows users to interact with Salesforce through voice commands. Many of Einstein’s capabilities are included in the base licenses of each Salesforce Cloud.
Einstein for Sales
Einstein AI can boost your sales team by syncing customer data through Einstein Activity Capture, which connects with email and calendar. It offers valuable insights via dashboards and reports using Einstein Analytics. Enhancing track team performance and sales forecasting via Einstein Forecasting is possible. Various tools such as Einstein Opportunity Scoring and Lead Scoring assist you in predicting successful lead conversions and analyzing sales history.
Einstein for Marketing
Growing your customer base is key for marketing, and Einstein helps with that. You can segment audiences, score customer actions, and send personalized content using Einstein Engagement Scoring. Track email campaign performance in real-time with Einstein Campaign Insights and understand customer behavior with Pardot Einstein Behavior Scoring. Applying Einstein Account-Based Marketing (ABM) connects marketing and sales teams, driving increased revenue.
Einstein for Service
With Einstein, you can streamline customer support. Routine inquiries are easily addressed with Einstein Bots, while case sorting is improved with Einstein Case Classification, ensuring the right support agent handles specific issues. Features like Einstein Article and Reply Recommendations enhance customer service by helping agents quickly find solutions and improve customer satisfaction.
Einstein for Commerce
Einstein Analytics makes it easy to analyze complex and large datasets. By reviewing data collected from commerce, marketing, and sales in one place, you can gain insights that help shape strategies for each department, ultimately boosting customer engagement.
Salesforce CRM customers perform over a billion searches monthly, and with Einstein Search, they function up to 50% faster. The analytics tool offers relevant and customized results through AI-driven functionality and natural language.
Einstein Platform Services
Einstein Voice
This tool lets users manage Salesforce CRM through voice commands. Whether using a mobile app, Alexa, Google Home, or other smart speakers, you can record briefings, update records, take notes, and connect them automatically to records. Additionally, it opens dashboards and tackles tasks through Einstein Voice Bots and Einstein Voice Assistant.
Einstein Vision
It is designed for integrating deep-learning models and image recognition into Salesforce CRM. Einstein Vision includes Einstein Image Classification and Einstein Object Detection, which allow you to categorize and identify objects in images. For example, you can take a photo of a product and get details like the number of items, size, and location.
Einstein Language
Einstein Language enables the creation of natural language processing models. Classify structured text data through the Einstein Sentiment API, Einstein NER, and Einstein Intent API. Einstein Intent API helps identify user intent in customer inquiries, while Einstein Sentiment API detects customer mood (positive, negative, or neutral) by analyzing emails, social media posts, and chats. Einstein NER helps identify key entities in the text.
Einstein Translation
Einstein Translation is a relatively new feature that enables dynamic language translation across Salesforce components. It helps service agents communicate easily with global customers by translating incoming queries into the customer’s native language.
Einstein Optical Character Recognition
Einstein Optical Character Recognition (OCR) extracts relevant information from documents. For instance, you can scan a business card, transform the data into text, and match it to the appropriate Salesforce record, saving time on repetitive tasks.
Einstein Next Best Action
This tool provides optimal recommendations for customers and employees at key moments. You can customize recommendations, incorporate data from various sources, and embed these insights directly into Salesforce records.
Einstein Prediction Builder
Einstein Prediction Builder allows you to create custom predictions for nearly any Salesforce field. Whether predicting churn rates or prices in volatile markets, Einstein bases its predictions on selected fields. You can then integrate these scores into your workflows to optimize business processes.
Einstein Discovery
Einstein Discovery is a personal AI data scientist analyzing millions of data combinations to deliver quick and accurate insights. It offers explanations, recommendations, and actionable insights based on your data directly within Salesforce CRM. Additionally, it allows you to export statistical stories to Einstein Analytics for further exploration, helping improve accuracy, productivity, and predictability in business processes.
Real-World Use of Einstein AI
Several companies have experienced great success using Salesforce Einstein AI. For example, using the Einstein tools, the U.S. Bank improved its lead conversion rate by 2.35 times. This gave them a complete view of customer interactions and allowed them to deliver a unified customer experience across all business lines.
Another example comes from Room & Board, a furniture retailer. By leveraging Marketing Cloud’s Predictive Intelligence, they personalized product recommendations based on customers’ sales history. This strategy yielded a 2,900% return on investment within the first year.
Conclusion
Staying current with data-driven technologies is crucial for business development. Salesforce Einstein AI is a tool that simplifies business processes and enhances customer experience. 62% of consumers are open to interacting with AI for a better experience.
PureLogics is here to help you integrate Einstein AI and customize Salesforce Einstein tools according to your specific business needs. Give us a call today!
