SAN FRANCISCO, Nov. 19, 2019 /PRNewswire/ -- DREAMFORCE 2019
-- Salesforce [NYSE: CRM], the global leader in CRM, is
bringing the power of voice to every customer experience spanning
the Salesforce Customer 360 Platform and enabling millions of CRM
users to talk to Salesforce. With Einstein Voice Assistant guiding
every action, insight and prediction, Salesforce users will be more
productive—from anywhere. And new Einstein Voice Skills will enable
developers and admins to build custom voice-powered apps for
employees across every role and industry, in just a matter of
clicks. In addition, new solutions for service and sales teams will
apply natural language processing to voice conversations, and
deliver insights that drive smarter, more personalized customer
engagement.
"Voice is a huge shift for the industry and will be as impactful
in businesses as it's been in our homes," said Bret Taylor, President and Chief Product
Officer, Salesforce. "With Einstein, Salesforce is bringing the
power of voice to every business, giving everyone an intelligent,
trusted guide at work."
Voice Enters the Workplace
Voice is rapidly emerging as the user interface for our lives.
Nearly half of U.S. households are already using a voice-activated
device for everyday activities like getting driving directions,
dictating text messages, playing their favorite songs and even
turning on home appliances – all without lifting a finger or
tapping a keyboard. And, just like every other computing revolution
that came before it—cloud, social, mobile and
AI—Salesforce is helping companies bring voice's immense
potential to CRM to transform the way we work.
Talk to Salesforce Anytime, Anywhere with Einstein
Voice
Last year at Dreamforce 2018, Salesforce introduced Einstein
Voice Assistant, allowing sales reps to talk to Salesforce. With
Einstein Voice Assistant, routine CRM transactions – creating or
updating customer records, getting personalized daily briefings and
exploring dashboards – can be done conversationally, so sales reps
can keep their business moving forward and focus on what matters
most, customer success.
But every employee can use a guide to help them be more
productive and provide a smarter, more frictionless way to ask
questions, get insights and predictions or initiate a task. Today,
Salesforce announced it will expand the capabilities of Einstein
Voice Assistant for any role or industry, giving every app built on
Salesforce a voice. This is powered by new Einstein Voice Skills,
which will empower admins and developers to create custom voice
apps across the Salesforce Customer 360 Platform in just a few
clicks.
Build Custom Voice Apps for Any Business Process
Using Einstein Voice Skills, companies will be able to create
custom voice-powered apps to reimagine workflows and
processes—replacing any manual data entry or manual
Salesforce navigation that may impede productivity. From a simple
set-up page, developers and admins will be able to build custom
skills for any CRM action—such as updating a field, creating
a task or reading out a prediction—and select the Salesforce
fields or objects that inform each action.
For example, an admin or developer can build a custom
voice-powered assistant for a field technician that enables her to
verbally and instantly check on a service history while en route to
her next customer, Acme, just by saying "Hey Einstein, what is
Acme's recent service history?" Meanwhile, admins can also build
and deploy a separate, custom voice app for service managers that
has a seat at the table for weekly leadership meetings, offering
insight on open service cases in top regions, guidance on the
team's overall CSAT performance and more. Each app is purpose-built
for the specific needs and processes of each role. Plus, admins can
also control how information will be read back to the user,
including the ability to offer next steps or follow-up tasks within
the response, and which channels and devices that the skill is
accessible on, such smart speakers or phones.
Voice Intelligence: Smarter and More Productive Service and
Sales Experiences
Powered by Einstein, new voice intelligence applies natural
language processing to call transcriptions – providing sales and
service teams with insights and trends that will drive smarter,
more personalized customer engagement:
- New Service Cloud Voice: Service Cloud Voice
integrates telephony inside Service Cloud, unifying 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, enabling Einstein to
serve up relevant AI-powered recommended responses, knowledge
articles and next best actions as service agents are on voice
calls.
- New Einstein Call Coaching: Now with
Einstein Call Coaching, our newest Sales Cloud capability, managers
are able to see insights and trends within conversational data.
Natural language processing identifies keywords in sales call
transcripts, alerting managers to trends like a spike in competitor
mentions, or best practices on topics like objection handling or
pricing discussions. Those insights can then be used to provide
sales reps with personalized coaching on how to improve the
customer buying experience.
Voice Interoperability: Einstein Voice for Any Device
In September, Salesforce joined Amazon and leading technology
companies to announce the Voice Interoperability Initiative, a new
program to ensure voice-enabled products provide customers with
choice and flexibility through multiple, interoperable voice
services. As part of this, Einstein Voice Assistant and Einstein
Voice Skills will be compatible with a variety of devices, from
smart speakers to smartphones–whether it's the Einstein Smart
Speaker that will be unveiled at Dreamforce 2019 (not for sale),
the new Salesforce Mobile App, or customers' preferred devices.
Einstein at Dreamforce
Check out the latest innovations from Einstein at Dreamforce,
November 19-22, 2019. Chief Scientist
Richard Socher will host a visionary
keynote (Tuesday, November 19,
4:30 PM PT in Moscone West) on the
future of AI and a first look at the new era of customer
experiences that Voice will enable. Join us for the Einstein
keynote (Wednesday, November 20,
9:00 AM PT in Moscone North) to learn
more about Einstein Voice, and visit us at the Einstein Summit on
the third floor of Moscone West.
Dreamforce 2019
Dreamforce is the world's largest software conference with more
than 171,000 registered attendees and 13 million online viewers.
Bringing together thought leaders, industry pioneers, and
Trailblazers, Dreamforce is the ultimate expression of Salesforce's
values of trust, customer success, innovation and equality. With
more than 2,700+ sessions, Trailblazers in every role and industry
will learn how to achieve a 360-degree view of their customers and
get hands-on with Salesforce's latest product innovations including
AI, voice, integration and online learning. To learn more, please
visit: www.salesforce.com/dreamforce.
Additional Information
- To learn more about Salesforce Einstein, please visit:
https://www.salesforce.com/products/einstein/overview/
- Take the Get Smart With Salesforce Einstein trail on
Trailhead
- Find out more on why Salesforce is going all in on Voice
- Images of Einstein Voice can be downloaded from the Salesforce
Newsroom: https://salesforce.com/news
- View thousands of hours of Dreamforce content, including
keynotes, sessions and interviews online at
http://salesforce.com/live
Availability
- Einstein Voice Assistant and Einstein Voice Skills will be in
beta in February 2020 and are
expected to be generally available in 2021.
- Service Cloud Voice will be in pilot in February 2020 and is expected to be generally
available in June 2020.
- Einstein Call Coaching is currently in pilot and is expected to
be generally available in June
2020.
About Salesforce
Salesforce is the global leader in Customer Relationship
Management (CRM), bringing companies closer to their customers in
the digital age. Founded in 1999, Salesforce enables companies of
every size and industry to take advantage of powerful
technologies—cloud, mobile, social, internet of things, artificial
intelligence, voice and blockchain—to create a 360° view of their
customers. For more information about Salesforce (NYSE: CRM),
visit: www.salesforce.com.
Any unreleased services or features referenced in this or other
press releases or public statements are not currently available and
may not be delivered on time or at all. Customers who purchase
Salesforce applications should make their purchase decisions based
upon features that are currently available. Salesforce has
headquarters in San Francisco,
with offices in Europe and
Asia, and trades on the New York
Stock Exchange under the ticker symbol "CRM." For more information
please visit https://www.salesforce.com, or call
1-800-NO-SOFTWARE.
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SOURCE Salesforce