{"id":21797,"date":"2019-11-19T05:00:00","date_gmt":"2019-11-19T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&p=21797"},"modified":"2024-09-16T15:07:58","modified_gmt":"2024-09-16T22:07:58","slug":"hey-einstein-salesforce-brings-voice-to-every-customer-experience","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/news\/press-releases\/2019\/11\/19\/hey-einstein-salesforce-brings-voice-to-every-customer-experience\/","title":{"rendered":"\u201cHey Einstein\u201d\u2014 Salesforce Brings Voice to Every Customer Experience"},"content":{"rendered":"

Einstein Voice Skills will empower admins and developers to build custom, voice-powered Salesforce apps tailored to any role or industry, giving every employee a personalized CRM guide<\/i><\/p>

Service Cloud Voice integrates telephony into a unified agent console, enabling Einstein to offer recommendations and next best actions in real-time to improve service experiences<\/i><\/p>

Einstein Call Coaching helps managers spot trends within conversational data and provide sales reps with the best practices and insights needed to optimize every customer call<\/i><\/p>

SAN FRANCISCO\u2014DREAMFORCE 2019\u2014November 19, 2019\u2014<\/b>Salesforce [NYSE: CRM], the global leader in CRM, is bringing the power of voice to every customer experience spanning the Salesforce Customer 360 Platform and enabling millions of CRM users to talk to Salesforce. With Einstein Voice Assistant guiding every action, insight and prediction, Salesforce users will be more productive\u2014from anywhere. And new Einstein Voice Skills will enable developers and admins to build custom voice-powered apps for employees across every role and industry, in just a matter of clicks. In addition, new solutions for service and sales teams will apply natural language processing to voice conversations, and deliver insights that drive smarter, more personalized customer engagement. <\/p>

\u201cVoice is a huge shift for the industry and will be as impactful in businesses as it\u2019s been in our homes,\u201d said Bret Taylor, President and Chief Product Officer, Salesforce. \u201cWith Einstein, Salesforce is bringing the power of voice to every business, giving everyone an intelligent, trusted guide at work.\u201d<\/p>

Voice Enters the Workplace<\/b><\/p>

Voice is rapidly emerging as the user interface for our lives. Nearly half of U.S. households are already using a voice-activated device<\/a> for everyday activities like getting driving directions, dictating text messages, playing their favorite songs and even turning on home appliances \u2013 all without lifting a finger or tapping a keyboard. And, just like every other computing revolution that came before it\u2014<\/i>cloud, social, mobile and AI\u2014<\/i>Salesforce is helping companies bring voice’s immense potential to CRM to transform the way we work.<\/p>

Talk to Salesforce Anytime, Anywhere with Einstein Voice<\/b><\/p>

Last year at Dreamforce 2018, Salesforce introduced Einstein Voice Assistant<\/a>, allowing sales reps to talk to Salesforce. With Einstein Voice Assistant, routine CRM transactions \u2013 creating or updating customer records, getting personalized daily briefings and exploring dashboards \u2013 can be done conversationally, so sales reps can keep their business moving forward and focus on what matters most, customer success. <\/p>

But every employee can use a guide to help them be more productive and provide <\/i>a smarter, more frictionless way to ask questions, get insights and predictions or initiate a task. Today, Salesforce announced it will expand the capabilities of Einstein Voice Assistant for any role or industry, giving every app built on Salesforce a voice. This is powered by new Einstein Voice Skills, which will empower admins and developers to create custom voice apps across the Salesforce Customer 360 Platform in just a few clicks.<\/p>

Build Custom Voice Apps for Any Business Process<\/b><\/p>

Using Einstein Voice Skills, companies will be able to create custom voice-powered apps to reimagine workflows and processes\u2014<\/i>replacing any manual data entry or manual Salesforce navigation that may impede productivity. From a simple set-up page, developers and admins will be able to build custom skills for any CRM action\u2014<\/i>such as updating a field, creating a task or reading out a prediction\u2014<\/i>and select the Salesforce fields or objects that inform each action. <\/p>

For example, an admin or developer can build a custom voice-powered assistant for a field technician that enables her to verbally and instantly check on a service history while en route to her next customer, Acme, just by saying \u201cHey Einstein, what is Acme\u2019s recent service history?\u201d Meanwhile, admins can also build and deploy a separate, custom voice app for service managers that has a seat at the table for weekly leadership meetings, offering insight on open service cases in top regions, guidance on the team\u2019s overall CSAT performance and more. Each app is purpose-built for the specific needs and processes of each role. Plus, admins can also control how information will be read back to the user, including the ability to offer next steps or follow-up tasks within the response, and which channels and devices that the skill is accessible on, such smart speakers or phones. <\/p>

Voice Intelligence: Smarter and More Productive Service and Sales Experiences<\/b><\/p>

Powered by Einstein, new voice intelligence applies natural language processing to call transcriptions \u2013 providing sales and service teams with insights and trends that will drive smarter, more personalized customer engagement:<\/p>