Salesforce Einstein and Artificial Intelligence Trends 2020
From new feature launches, to discussions about how to create more ethical models, Salesforce leaders made it clear that AI is at the heart of its innovation plans for the next decade.
Einstein Sharpens Its Voice-
For customers, the debut of Call Coaching promises insights that can boost close rates and deliver the information that matters most to them. A similar feature called Service Cloud Voice can also transcribe calls in real-time to offer recommendations for sales reps to help serve their customers faster and better.
AI Drives Smarter Predictions-
For the vast majority of Salesforce users, predictive models are brand new. Business executives, though, are familiar with descriptive analytics or what data tells us about what’s happening now. Venturing into the world of predictive analytics, there will no doubt be lots of questions about a prediction’s confidence via AI tools.
Toward More Ethical AI-
There was a large and deserved – focus around “ethical AI” at Dreamforce. Salesforce’s Chief Ethical and Humane Use Officer, Paula Goldman, gave an excellent presentation on the ethics of the use of AI and shared her insights on how Salesforce developers can make machine learning models that reduce bias.