Salesforce has unveiled a new artificial intelligence (AI) service called Einstein for its CRM platform which it claims will deliver insights on firms' data.
Salesforce said that customers store huge amounts of data in the company's cloud, such as sales information, emails, calendar meetings and the Salesforce Chatter social service, and that there is a huge mass of information ripe for analysis.
However, the cost of creating, building and maintaining AI technology is beyond the reach of most companies, and it is unfeasible to expect them to create the tools necessary for this analysis.
As such, Salesforce is using its technical chops to provide the Einstein platform that runs across the Salesforce Cloud so that customers can integrate it into their data to derive new insights.
Some of the capabilities Salesforce said that Einstein can deliver include predicting potential leads for sales, pre-populating fields and routing cases to the relevant agent without human interaction.
Salesforce even said that Einstein could become capable of ‘scoring’ the potential of every customer on a mailing list to open and engage with marketing emails.
Salesforce CEO Marc Benioff claimed that Einstein will make the firm’s suite of tools the “smartest” on the market.
"Einstein is now every customer’s data scientist, making it easy for everyone to take advantage of best-in-class AI capabilities in the context of their business,” he said.
Salesforce's push to bring AI into its product is no surprise, as many major tech firms are experimenting in this area, notably Facebook, Google and Microsoft, while Apple recently bought an AI startup to boost its prowess in this area.
Even traditional businesses are looking at this area. UBS recently revealed that it is testing AI wealth managers to provide better financial offerings to high net worth clients.
Meanwhile, RBS unveiled its effort to build a chat agent called Luvo that removes the need for human engagement when solving some internal staff queries.
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