Definition

Salesforce Einstein

Contributor(s): Lauren Horwitz

Salesforce Einstein is an artificial intelligence (AI) technology that has been developed for the Salesforce Customer Success Platform. Einstein uses data mining, in addition to machine learning and deep learning algorithms to proactively identify trends in sales, service and marketing systems.

The goal of Salesforce Einstein is to give companies' sales and marketing departments more complete, comprehensive and up-to-date views of customers and prospects. The platform is expected to predict behavior that could create upselling opportunities or head off customer service crises. To bring AI to the Salesforce clouds, the company made a series of purchases in the years leading up to Einstein, including RelateIQ, BeyondCore, Coolan and Tempo AI. It also bought Implisit Insights, MetaMind and PredictionIO.

Most CRM technology providers, from Salesforce to Microsoft to Oracle, now recognize the critical importance of bringing predictive analytics to sales and service processes. As the processes become data-driven, it becomes critical to combine internal CRM data with other intelligence on customers, partners and products.

The product is expected to launch at Salesforce’s Dreamforce conference Oct. 4-7, 2016 in San Francisco.

This was last updated in September 2016

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