The Basics of Salesforce AI

As Salesforce partners, Prolocity is always looking for ways to enhance customer experience. This week, Prolocity is focusing on Salesforce Artificial Intelligence (AI).

When Terminator came out in 1984, people were terrified of the idea that machines could think like humans. While Salesforce AI is a far cry from a walking, talking robot capable of destroying cities, it does share the similar concept that machines are capable of thinking like humans. The technology making AI possible is called machine learning. Machine learning strives to make our lives easier by performing tasks such as reasoning, planning, learning, and understanding language. Anyone who uses a smartphone or device has likely already experienced AI. Some examples are:  using Siri or “Ok Google” to asks requests, getting photo tag recommendations from Facebook, or getting recommendations after making a purchase on Amazon.

How machine learning plays into Salesforce AI

At the heart of AI is machine learning. The idea of machine learning is that computers can learn from data with minimal programming by detecting patterns. Since most customers provide their data, they expect businesses to tailor his or her experience around the information they already know. There are three main aspects of machine learning that play into Salesforce AI:  predictive scoring, forecasting, and recommendations. Predictive scoring allows Salesforce AI  to provide deeper metrics about whether a lead will or won’t convert. Forecasting predicts whether your sales team is on track to meet quotas. Salesforce AI can also provide recommendations for products as well as services to optimize the chances of closing a deal.

Bring Salesforce AI to your business

With all of the ways Salesforce AI can enhance your business, bringing Salesforce AI to your sales, service, and marketing is an easy decision. When it comes to sales, Salesforce AI can analyze information from email or calendars to recommend the ideal email response to keep a deal moving. Additionally, Salesforce AI can anticipate opportunities and know what a customer might need before they do. As for service, Salesforce AI can automatically classify cases and route them where they need to go for faster processing. Also, AI is proactive in anticipating cases; this allows you to resolve issues before actually arise. Finally, marketing can be enhanced by predicting the likelihood of a customer to open an email, subscribe to a newsletter, or make a purchase.