Future of Work News

Salesforce Broadens AI-Based Einstein Voice Assistant

By

Salesforce is building on its Einstein AI initiative with the announcement of its newly expanded Einstein Voice Assistant. The offering is designed to add voice to the entire Salesforce Customer 360 Platform, which will enable millions of CRM users to talk to Salesforce, increasing productivity, flexibility and mobility.

The Einstein Voice Assistant will provide insights and predictive intelligence to guide actions with the Salesforce ecosystem. The new Einstein Voice Skills component will also enable developers and administrators to build custom, voice-powered apps on the fly, tailored toward specific roles and industries. By applying natural language processing to voice conversations, Salesforce solutions will deliver insights and actionable intelligence to drive better and more personalized customer interactions.

Einstein Voice Skills enable organizations to reimagine workflows and processes, and are designed to replace manual data entry and manual navigation of Salesforce, which may slow down productivity. Developers can build custom skills for CRM actions like updating a field, creating a task or reading out a prediction, and then select the Saleforce fields or objects that inform each of those actions. Administrators may also control how information is read back to users and automate suggestions for next steps or follow-up tasks.

“Voice is a huge shift for the industry and will be as impactful in businesses as it’s been in our homes,” said Bret Taylor, president and chief product officer, Salesforce. “With Einstein, Salesforce is bringing the power of voice to every business, giving everyone an intelligent, trusted guide at work.”

Features of the enhanced Einstein Voice Assistant offering include Service Cloud Voice, which integrates telephony inside the Service Cloud. This unifies phone, digital channels and CRM data in real time, via a central console. Einstein may also be used to serve up AI-generated recommended responses, knowledge articles and best actions in real time, while agents are on customer calls.

Einstein call coaching enables managers to see insights and trends within conversational data, an enhanced feature for the Salesforce Sales Cloud. The solution uses natural language processing to identify keywords in sales call transcripts, and alerts managers to trends or best practices. The insights can then be passed along to sales reps in the form of personalized coaching, all designed to boost sales and enhance the customer experience.

For more information, education, and networking opportunities around how businesses are leveraging AI and automation to improve existing business models and develop new ones, don’t miss the Future of Work Expo in Fort Lauderdale, Florida February 12-14, 2020.  The event, part of the TechSuperShow, will explore how AI, machine learning, and automation are being used throughout a host of vertical markets and are rapidly shaping the future of business.




Edited by Erik Linask

Future of Work Contributor

Related Articles

Study Shows Robots Tied to Income Inequality in Certain U.S. Regions

By: Laura Stotler    5/28/2020

A new study has found that the introduction of robots in the U.S. workforce has increased income inequality in certain geographic areas. The study als…

READ MORE

NVIDIA Announces New AI System Geared Toward Data Center Supercomputing

By: Laura Stotler    5/20/2020

NVIDIA has announced the latest generation of its AI system, geared toward supercomputing AI training, deployment and inference in the data center. Th…

READ MORE

Contact Center Agents Get Personal Assistants with Speakeasy AI Agent Assist

By: Erik Linask    5/8/2020

Speakeasy AI is adding an intelligent assistant feature to its platform to deliver information to agents immediately.

READ MORE

IoT Time Podcast S.5 Ep.18 Tech in the Time of COVID-19

By: Ken Briodagh    5/7/2020

In this episode of IoT Time Podcast, Ken Briodagh gets on the mic alone to talk to you about some of the tech news and solutions to adapting to life i…

READ MORE

What it Takes to Ensure Business Continuity Through a Crisis

By: Erik Linask    4/30/2020

Business continuity during the COVID-19 pandemic is about more than just UCaaS -- it requires a full corporate strategy that includes IT, HR, manageme…

READ MORE