What is Salesforce Einstein 1?

Salesforce Einstein in Marketing Cloud

Einstein AI tools in Salesforce Marketing Cloud let marketers activate available data to design personalized marketing campaigns at scale. Each campaign can connect every moment of customer engagement across every channel and touchpoint, including email, mobile, advertising and chat apps. With unified customer engagement and connected customer journeys, organizations can make timely recommendations to customers and nurture stronger relationships with them.

Einstein also makes it easy to create appropriate segments and target the right audience with personalized, relevant, hyperdynamic content on every desired channel. It is valuable for building automated email campaigns, setting up conversational mobile messages and creating interactive content that can be optimal for driving higher conversions.

Marketing teams can also use Einstein to identify the perfect send time and frequency for emails and other marketing messages. By doing this, they can increase the chances that their tailored content will drive higher customer engagement and maximize marketing effectiveness and return on investment.

Salesforce email marketing tools now can tap Einstein AI to match hero images in individual emails to preferences found in customer data.

Salesforce Einstein in Sales Cloud

Einstein is also available in Salesforce Sales Cloud. It processes large quantities of customer data easily and generates useful insights automatically to help sales teams make accurate forecasts and automate many sales processes. Einstein GPT can provide guidance from prospect to close as well as conversational intelligence that can accelerate time to close.

Some key features of Einstein in Sales Cloud are the following:

• Autogenerated personalized emails for every sales conversation.
• Call summaries, action items, conversational insights and customer signals that help sellers move deals forward faster.
• Sales Assistant that can handle many tasks so salespeople can focus on more important activities like customer relationship-building.
• Self-serve seller onboarding that can reduce ramp-up time for new reps and get them on the floor faster.
• Buyer Assistant that automatically qualifies leads from the company website and passes them on to sales reps.

Einstein for Sales also has powerful data collection and mapping capabilities. It pulls critical context from relevant sources across the web into the CRM platform and updates existing records so reps always have the most timely information on every deal and customer. It can generate predictions and explanations that help sales managers forecast confidently and act appropriately to grow the sales pipeline.

Salesforce Einstein in Service Cloud

Einstein's AI capabilities are handy for service teams. Customer service reps can access current customer data anytime to enhance and personalize every interaction. Organizations can scale their service offerings across any channel with Einstein Bots. A bot builder with a point-and-click interface makes it easy to build and launch multilingual bots in minutes. In addition, an application programming interface can extend Einstein Bots to any channel or the organization's custom client.

Einstein 1 Field Service Edition provides generative AI tools to field technicians. It can assist with scheduling and truck dispatching. A field technician can use it to return information from their knowledge base without laboriously searching through it themselves. This matters while in the field with the customer, where speed is important.

Einstein GPT uses trusted CRM data and enables personalized, smart, data-driven automation. It includes many features that can help boost agent productivity, resolve cases faster and boost customer satisfaction, including the following:

• Personalized service replies for any channel.
• Automatic wrap-up summaries based on case data.
• Next best actions that can be suggested to customers.
• Automated data entry for new cases with filtering so every case goes to the right agent or queue.
• Knowledge base search so agents can access the most relevant information anytime.

Salesforce Einstein in Commerce Cloud

In Salesforce Commerce, Einstein AI provides product recommendations, tailored product sorting and meaningful search results, all of which can help improve CX during shopping. Einstein's AI capabilities use an open-model ecosystem and flexible large language models (LLMs) ideal for e-commerce and digital storefronts. These capabilities enable online sellers to accomplish the following:

• Implement new commerce experiences faster.
• Deliver humanized, in-app experiences and personalized product recommendations to every customer.
• Autogenerate content for product descriptions.
• Grow cart size and capture customer loyalty.
• Capture and convert search traffic to the storefront.

Einstein AI is also embedded in Tableau and Flow. In Tableau, Einstein makes it easy to uncover answers to business-critical questions with intelligent predictions and recommendations. Businesses can also use Einstein's conversational intelligence in Flow to automatically generate CX workflows and simplify complex tasks.

Key benefits of Salesforce Einstein

Because Einstein works seamlessly with all Salesforce Customer 360 products, it can usher in many benefits to organizations that use these products, such as the following:

• Facilitate faster closings on more deals.
• Provide better, more personalized customer service.
• Enhance understanding of customer behaviors and make it easier to create more targeted segments.
• Advance personalization and timing of marketing content to engage the target audience optimally.
• Power personalized shopping experiences that help retain customers.

Einstein also connects disparate teams by unifying customer data, creating a consistent view of every customer and helping them collaborate better to provide seamless experiences across any channel, every time.

Einstein Copilot

Einstein Copilot is a generative conversational AI integrated with the entire Salesforce platform. Because it is embedded with company data and metadata stored in Salesforce, it can offer immediate benefit to organizations without any additional training. It can also act based on the conversation. These actions can be chained together into complex behaviors. For example, a service technician can ask it to close the service ticket and open a case for a sales opportunity.

Additional tools can be used to extend the capabilities of Einstein Copilot. Prompt builder can create custom prompts to help users maximize Copilot. Model Builder can be used to train custom models for specific use cases. Copilot Builder can add custom actions to extend business logic capabilities.

Data protection in Salesforce Einstein 1

Einstein is built on Salesforce's effective, flexible security architecture. This architecture includes the Einstein Trust Layer that safeguards sensitive customer data. This feature offers the benefits of generative AI in Customer 360 while ensuring data protection and privacy. It separates sensitive data from LLMs so organizations can maintain strong data governance controls. They can also optimize and deploy the LLM they need confidently for their specific tasks while meeting their data privacy, security and compliance goals.

Salesforce follows key principles intended to make AI trustworthy. The goal is to ensure that Einstein remains safe to use for every organization.

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