Today’s business users demand the same intelligent and predictive app experiences they are accustomed to in their personal lives. This has been part of the impetus for Salesforce Einstein, which brings advanced AI capabilities directly into the Salesforce Platform. Einstein not only makes many of our CRM apps smarter, it also arms developers with the tools to build their own custom, AI-powered CRM apps.
In March we delivered Einstein Image Classification, which enables developers of any skill level to bring image recognition to their apps. Today we are excited to expand our portfolio of Einstein Platform Services, enabling developers to create custom deep learning models from unstructured text and image data, such as customer emails, social media posts and meeting notes. Developers of any skill level can then easily embed these models into any custom app, empowering business users to harness these vast unstructured data sources to gain valuable customer insights and deliver meaningful, predictive experiences. The new Einstein Platform Services include:
With Einstein Platform Services any developer can build AI-powered CRM apps. For example, a climbing equipment retailer could embed Einstein Sentiment into a customer service app to classify the tone of inbound customer emails as either positive, negative or neutral. From there, positive responses about the company’s new head lamp could be used to identify brand evangelists or the success of a recent marketing campaign, while negative responses could be automatically escalated into service cases. To make sure each service case is solved quickly, reps could use Einstein Intent in their service apps to classify each negative response and understand the underlying intent of the inquiries-- from lost shipments and damaged equipment to billing issues and returned orders. Armed with these insights, the service rep can proactively share shipping information, replace damaged goods and issue a return.
Salesforce is focused on empowering everyone with AI and that includes our more than four million developers. Salesforce Research shares in this mission and is committed to taking cutting edge AI research out of the lab and into the hands of developers so that they can use deep learning to build smarter apps. We’re off to a great start with Einstein Image Classification and I am excited to take that a step further with the extended portfolio of Einstein Platform Services. This is just the beginning and we are working to continue this momentum with future releases.