Salesforce Brings Voice to Every Customer Experience – Einstein Voice Capabilities

November 21, 2019by Shreshth Tiwari

Dreamforce 2019 is in full swing & Salesforce has already introduced some groundbreaking features. The day one of the Dreamforce witnessed a major push for Einstein AI. Einstein has been Salesforce’s go-to product since its launch in 2016. The majority of Salesforce customers are using Einstein analytics to get business insights. With the introduction of Einstein voice capabilities, Salesforce is bringing a voice to every customer experience spanning across the Salesforce Customer 360 Platform. 

Einstein Voice Assistant will guide at every action, insight, and prediction which will make Salesforce users more productive on the go. Einstein Voice capabilities will help developers and admins develop custom voice-powered applications with a few clicks. With this, new solutions for service and sales teams will apply natural language processing to voice conversations and deliver insights that drive intelligent & personalized customer engagement. 

Voice has become the most adopted way of communication in day to day life. A big majority of the people are already using a voice-activated device to perform multiple tasks without tapping a keyboard. Salesforce is helping companies bring voice’s potential to CRM to transform the way we work. 

Einstein Voice Assistant was introduced for the first time during Dreamforce 2018. It was meant to help sales reps to talk to Salesforce in order to perform regular CRM tasks. This helped sales reps focus more time on their core work. This Dreamforece, Salesforce announced that it is going to expand the Einstein Voice Assitant capabilities powered by Einstein Voice Skills that will help admins & developers to create custom voice apps across the Customer 360 Platform in just a few clicks. 

With Einstein Voice, manual data entry and navigation can be eliminated and developers/admins will be able to build custom skills for CRM action like updating a field, creating a task or reading out a prediction. Apart from this, powered by Einstein, new voice intelligence uses natural language processing to call transactions helping sales reps and service agents with insights and trends that will drive personalized & intelligent engagement.  

Service Cloud Voice

The new Service Cloud Voice enables integration between telephony inside Service Cloud that includes integrating phone, digital channels, and CRM data in real-time in one centralized console. Service Cloud Voice can also integrate with transcription services that convert voice to text in real-time. One of the other advantages of this new Service Cloud feature is, it can enable Einstein to show relevant AI-powered recommended responses, knowledge articles and the next best actions for service agents on voice calls. 

New Einstein Call Coaching for Sales Cloud

With this new feature of Sales Cloud, sales managers can see insights and trends within conversational data. NLP identifies keywords in sales call transcripts, sending alerts of trends like a spike in competitor mentions. These insights can be used to provide sales reps with personalized inputs to improve the customer buying experience. 

Voice Interoperability: Einstein Voice for Any Device 

As part of Salesforce’s voice interoperability initiative, Einstein Voice Skills will be compatible with a wide range of devices from smart speakers to smart devices.

*source: salesforce