From the last two days my linkedin feed is full of discussions about Einstein
I wish linkedin could have used an intelligent bot that can remove the duplicate posts on my timeline or give a score to the topic based on the activity around it.
As we are talking about bots, without any delay lets jump on Einstein, According to Salesforce it is the new AI which can be automatically customised for every single customer, and it will learn, self-tune, and get smarter with every interaction and additional piece of data.
Sounds like the magic hammer we all want to fix our problems. Nah Nah dont jump onto any conclusions. Lets start with a primordial question
What is AI ?
Artificial Intelligence (AI) is usually defined as the science of making computers do things that require intelligence when done by humans. AI has had some success in limited, or simplified, domains.
Are we using AI ?
AI is right with us and it’s making a huge difference in our lives every day. In our day to day life we have quite a lot of situations where we use these combinations
- Siri on your phone
- Flying a drone
- Handling your Go-pro from a mobile device
- Game Consoles
- Movie recommendations - Netflix
- Smart Cars
- Amazon purchasing experience
- News applications
- Music recommendations - Pandora
- Facebook recommendations
- Linkedin - People you may know
- GPS application
- Amazon’s Alexa
What is behind this ?
AI is build on three individual bricks
Natural language processing (NLP) - is a form of machine learning that recognises language and its many usage and grammar rules by finding patterns within large data sets to perform sentiment analysis and Trend hunting
Deep Learning - means that machines can increasingly teach themselves how to perform complex tasks that only a couple of years ago were thought to require the unique intelligence of humans
Control theory - is an interdisciplinary branch of engineering and mathematics that deals with the behavior of dynamical systems with inputs, and how their behavior is modified by feedback.
What Salesforce want to do with it ?
Salesforce is trying to bring this predictive intelligence to the CRM. They are aware that a right proportion of these will make a catalyst of success.
Here are possible use-cases
- Automatically capture sales activities
- Automatically log customer data
- Suggest next-best actions and recommended email responses
- Automatically classify and route cases
- Recommend solutions and knowledge articles
- Self-service communities and automated assistants
- Automatically score likelihood to open an email or * subscribe to a newsletter
- Deliver the next best product, content, or offer
- Send messages at the right time, when a customer is most likely to engage
The true success of such tools lies in the transparency that they give to the user that he is not being driven by a dark force
But lets talk about the service channel, in reality knowing more out of the context will give lot of confusion to the agents
Most of the companies have data dispersed in multiple silos. Using or bringing this to Salesforce itself is a major challenge before thinking about exploring into the uncharted territory of AI
As we are descending upon an entirely new topic, it is important to frame the topic correctly before diving into the minutia. Concluding this tool based on the Salesforce articles may give false sense of precision and analysis. I will update my view once I have my hands on this tool. But from the bottom of my heart I wish Einstein will become one of the most successful products in salesforce arsenal and will put it in line with Google and Facebook. Please leave a comment if you think I missed something relevant.