Enter: Einstein Voice
In 2016, Salesforce launched the Salesforce-Einstein platform, recruiting the AI machinery to deliver CRM services. Using predictive modeling and inferences to seek trends in the database, it aims to tailor sales and marketing workflow to enterprise needs.
More recently, at DF 2019, along with several other ways to manage data, it also introduced Einstein-Voice. It’s an AI voice assistant.
With this, Salesforce steps into the continuously evolving territory of voice recognition and NLP based speech-to-text processing.
Why Voice, though?
Einstein was great, but Salesforce needed to make it easier to dive into by eliminating busywork. Voice control is as intuitive as it gets.
The record so far
When it comes to core ops like selling, Einstein’s been successfully applied to lead scoring, forecasting, (and now call coaching for accessing insights and better win rates). Similar scoring and recommendation capabilities have made their way to omnichannel Marketing content across.
A new playbook for analytics on the go?
Designed to make full use of the Salesforce ecosystem, it accesses, edits, and creates several kinds of data-frames across its cloud products. It even files out reports as you converse with it over your phone.
It unlocks access to menus and submenus to edit on the fly through voice, as well as creates analytic insights as you speak – a new dimension in mobility.
Then, using the templates available in the Salesforce suite, Einstein Voice logs voice data quickly into relevant fields. Dictation is further used in the action items feature to update memoized brief details.
like dates, currencies, and other such pick lists. You then end up with distilled notes. A possibly lengthy conversation with a client, with relevant details, is now up on a Salesforce dashboard.
Now that all the information becomes readily available on the Salesforce dashboard, the analytics stage of CRM may take root. Einstein’s discovery and prediction tools can help teams turn the logged voice data into actionable insights.
The tool even lends itself to build custom Einstein-Voice bots for a personalized experience in voice assistance. The assist is compatible with several smart voice-activated devices like Amazon’s Alexa.
Advantages over sundry data tools
The advantage of using this voice-assistant with the already formidable Einstein Analytics toolset is tremendous. Even so, Einstein analytics remains an ML workhorse aimed toward cross-operational teams and their client throughputs.
Thus, the highly automated delivery. This means you don’t need ML expertise to demand insights into your data.
With all the required elbow grease already there, you can focus on a single action, or perceive a business opportunity faster than others. All this, without navigating the technical drudgery of either data visualization or model building.
The sheer ability to call on such a powerful analytics suite to work on your logged audio data suggests tremendously faster decision-making. When in a particular business setting, this availability of speed can helps close deals faster and look for new ones before anyone else.
Hardware considerations
Another role such mobility plays is the amount of hardware you’ll expect to lug around without such a transition interface. The ability to crunch out numbers and data at such speed surely warrants serious firepower.
When Salesforce cloud services host analytics though, this may turn out as less of a problem. But as discussed previously, the complexities of making sense of data from just hardware also mean you’ll be the one that needs to generate the patterns.
For the Salesforce-Einstein suite, this isn’t an issue as it can support and assist the easy creation of predictive reports and customer insights fairly automatically.
Conclusion
While still in its early days, Einstien-Voice can hold the perfect last-mile connectivity with an AI assistant that sales, marketing, and service teams truly need.
As more work gets done on mobile devices and the line between work & life gets blurred, we’ll see more of the mobile workforce use the powerful Einstein-Voice to activate and fill several data fields in reports, briefs, and memos besides updating the salesforce dashboards simultaneously over just voice.
