Salesforce Adds AI with Einstein Analytics

CRM software giant Salesforce has enhanced its Einstein product with the addition of a portfolio of advanced analytics tools for non-specialist users.

The firm says Einstein Analytics adds a layer of artificial intelligence, allowing it to 'automatically surface CRM insights and recommend actions to accelerate sales, improve customer service and optimize marketing campaigns'. The company announced a global strategic partnership with IBM Watson in March, to deliver joint solutions using AI.

Salesforce says the new tools give companies 'a way to empower their sales reps, service agents, marketers and analysts with the insights they need to make every customer interaction smarter, without having to build mathematical models, write algorithms or ask an expert for help'.

Einstein Analytics apps are pre-configured with role-specific KPIs built into Salesforce - including Sales Analytics to manage forecasts and pipelines, and monitor team performance; Service Analytics for agents and call center managers to improve customer satisfaction and internal efficiency; and B2B Marketing Analytics giving engagement and performance insights to data-driven marketers. Users can also build their own custom analytics apps on the Salesforce platform.

The AI feature, Einstein Discovery, conducts a mass of statistical checks to confirm the validity of trends, gives 'intelligent' explanations for the patterns it spots, offers 'guided recommendations on how to take action', and helps users with auto-generated slide presentations / data visualizations.

Salesforce is also offering an interactive, guided and gamified learning platform called Trailhead, offering 12 learning modules.

Ketan Karkhanis, GM of Salesforce Analytics, says of the new suite: 'From day one, our vision for analytics has been to empower business users with a data-driven experiences that guide every customer interaction... With Einstein Analytics, every CRM user can now see not only what happened in their business, but why it happened and what to do about it, without requiring a team of data science experts'.

Web site: www.salesforce.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.