In CRM, natural language processing elevates the value of customer data by adding analysis to voice and other inputs. Salesforce's NLP model, dubbed Salesforce Einstein Language, is particularly sophisticated, based on deep neural networking -- a system that learns in a manner similar to the human mind.
The model understands natural language by processing it in stages, much like humans do as we learn to speak and write. NLP breaks communication down into tasks, starting with basic ones (such as picking out parts of speech, as we did in grammar school) and moving up to complex ones, like syntax (identifying dependencies between words). Once a sentence is parsed, its relationship to other sentences is analyzed.
In the context of CRM, Salesforce Einstein Language enables meaning to emerge from the bottom up. The company calls it a Swiss army knife for NLP; it includes many services, including sentiment analysis. Marketing, sales and service team leaders will be better able to manage their voice channel customer communication and automate the comprehension of individual customer needs.
How is Salesforce Einstein Language used, and what can it do for you? Put simply, you can now employ a single model to do a wide range of NLP tasks in your Salesforce-platformed applications: semantic parsing, as you'd expect, but also some increasingly sophisticated functions, such as summarization, goal-oriented dialogue, natural language inference and more.
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