Salesforce AI introduces ‘conversational CRM’ with Einstein Voice

Salesforce AI introduces ‘conversational CRM’ with Einstein Voice

Gamechanger alert: The AI advancements of Salesforce Einstein continues with a new speech UI and voice bot platform for Salesforce users. Yep, you read that correctly. Welcome to the future.

Ahead of Dreamforce this week, Salesforce announced the Einstein Voice platform, composed of two shiny new updates — the Einstein Voice assistant and Einstein Voice Bots. Voice Assistant is a speech UI for Salesforce, accessible through the Salesforce app or smart speakers, and Voice Bots help customers build their own voice assistants. Here’s the lowdown.

Create conversational updates with Einstein Voice

If these products perform as Salesforce say they will, using Salesforce is going to be more effortless than ever. Think about how much easier it’s going to be to simply talk to Einstein conversationally when you want to enter data or create memos — from anywhere! It’s an absolute game changer.

According to Salesforce, here’s how AI makes this all work:

As you verbally dictate your memo, Einstein Voice transcribes the audio stream to allow our natural language understanding models to classify what types of updates you need to make to the various fields in Salesforce. It then extracts and normalizes the inputs to match the required field formats, like the close date and deal amount for a given opportunity . . . Einstein Voice Assistant can create tasks and understand terms like “next month” to make sure Salesforce reminds you at the appropriate time. Einstein Voice Assistant finishes this all off by logging an event on the record and ensuring all relevant contacts are included in the event’s details, making you more productive.

How Einstein Voice can be used

So let’s say you’re a Sales guy on-the-go and you’ve just had a really great meeting with a client. You want to log your updates into Salesforce while the info is still fresh in your mind, but you’ve got another meeting to run to straight after so don’t have the time. Well, instead of sending a quick email to your team or worse, having to manually enter your notes when you get back to your desk, you can just chat to Einstein to verbally log the update through your Salesforce app.

Here’s a video demo that Salesforce CEO Marc Benioff posted on his Twitter.

Einstein Voice will find the relevant records and automatically update the fields with the latest info you’ve just spoken aloud. It can also create follow-up tasks, notify teammates, and apparently can even be configured to deliver daily, personalised briefings through smart speakers and the Salesforce app.

Build your own Einstein Voice Bots

‘In a matter of a few clicks’, you’ll be able to build your own voice assistants without any code. You’ll also be able to brand it up for your unique company and use it with any smart speaker like Google Home or Alexa. This could make it incredibly easy for companies to embrace AI-powered customer experiences that are more useful, more engaging, and much quicker to roll out.

When will this be available?

These products won’t be available to Salesforce users until Summer and winter 2019 and pricing hasn’t been determined yet. However, this is definitely giving us a sneak peek into how Salesforce are leading the way to the future of CRM systems. We’re keeping a peeled eye at Dreamforce for more brilliant updates. Follow us on Instagram to see what we get up to in San Francisco! 

Image and information sourced from Salesforce

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