Technological advancement has proven to be an inevitable part of life, as evidenced by the rapid transformation of various items such as mobile phones, cars, and other things. In the present age, automation is not only in industries or workplaces but also in homes.
What’s more, consumer voice assistants such as Siri and Alexa have entirely redefined the manner by which individuals interact with technology. The same case is expected to happen for workers who use Salesforce.
Not long ago, Salesforce took the wraps off its extension of artificial intelligence features dubbed Einstein Voice. This new AI product will give the platform the ability to interpret voices.
With the rolling out of this revolutionary product, users are expected to be able to upgrade their CRM software databases through dictating memos, particularly to Salesforce Einstein through their voice.
Even so, Einstein Voice Assistant will then carry out various functions including interpreting the voice memo, translating it into text and logging such information into Salesforce.
The idea behind this endeavor by Salesforce is to save the platform’s users time, primarily on data entry.
“It’s one of the most dreaded parts of using a customer relationship management CRM system. But if you have natural language understanding, on top of the transcribed speech, then you can automate that process too,” said the Chief Scientist at Salesforce Richard Socher, regarding the time spent entering data.
Although in theory business people can dictate notes via a consumer artificial intelligence (AI) tool such as Alexa or Siri, Socher asserted that numerous experts including bankers are limited in what data they can share with such tools, which were not developed with business-class security prerequisites in mind.
Since Salesforce customers are enterprises, and at times compete with each other, Socher claimed the platform does not cross-contaminate its customer’s data. Furthermore, he said that Einstein is only capable of drawing data from that user’s account.
Einstein Voice Assistant can also be set to comprehend vocabulary and slang, which is unique to a given company. For instance, a single company may regularly reference the name of a product or an acronym that other companies do not even say at all.
“At Salesforce we have the ‘V2MoM’ process, where every employee types out their vision and values, methods, obstacles and measurements.V2MoM’ is an odd term, but in our own speech recognition system, we can very much integrate that,” said Socher.
“Basically every company has its own lingo. Every set of people has their own language, which is why language is so interesting to work with AI. That configurability is something you expect in the enterprise world,” added Socher.
Aside from announcing its voice assistant dubbed Einstein Voice, Salesforce revealed that customers can now create their voice robots, especially on the Einstein Bot Platform.
What this announcement means is that a company can release a customer service bot, for instance, which clients can communicate via their Amazon Alexa or even Google Assistant.
In addition, a customer can ask various routine questions by using their smart speaker and, in turn, Salesforce will source the ideal reply from the firm’s Salesforce profile.
Although both tools are at the moment in a private pilot, Einstein Voice Assistant is expected to be in open pilot in October. What’s more, Einstein Voice Bots are anticipated to be in open pilot later in June 2019.
Salesforce prides itself on being an American-based cloud computing entity with its headquarters in San Francisco, California. Although its revenue comes from a CRM product, the company is involved in selling social networking commercial applications via internal development and acquisition.
The company’s CRM is subdivided into several categories including Marketing Cloud, App Cloud, Data Cloud, Sales Cloud, Commerce Cloud, Marketing Cloud, Service Cloud, Analytics Cloud, IoT, and Community Cloud. Furthermore, Salesforce was ranked top in Fortune’s 100 Best Companies to Work For this year (2018).