Natural language processing is a valuable AI technology used in Salesforce Einstein to understand client intent and sentiment, along with offering other insights and tools. To maximize CRM and AI investment, consider adding intelligent market monitors that process billions of data signals to best equip salespeople to perform their best work.
What's inside this article:
- What Is Salesforce Einstein AI?
- There Are Two Key Salesforce Features
- Natural Language Processing Works for the Entire Business
- Get Started With Salesforce Natural Language Processing
- Unlock More Out of Salesforce Einstein
Salesforce Uses Natural Language Processing
Natural language processing is a type of AI that works with the usage and grammar rules of language. It does this by finding patterns within large data sets. It can be used to create engaging features that embody what it means to use AI for better business, but it faces complex challenges for successful implementation. Thankfully, Salesforce has taken on these difficulties and manages to deliver an intelligent range of natural language processing tools for users to take advantage of.
What Is Salesforce Einstein AI?
Salesforce uses natural language processing and other AI technology in its Einstein platform and features. Many of these tools can be used seamlessly with other Salesforce products like Sales Cloud and Marketing Cloud. Businesses can also search through the AppExchange marketplace for additional AI apps that work directly in Salesforce.
Natural Language Processing Isn't the Only AI
Along with natural language processing in Salesforce, there are two other main types of AI that the popular CRM uses. Machine learning powers many intelligent features, like Einstein Discovery and Einstein Next Best Action. Computer vision is also used for Einstein Vision. Everything from digital sales assistants to automated personalized messaging can be accomplished with Salesforce AI.
We Already Use Natural Language Processing
One of the easiest ways to understand AI and natural language processing is through the everyday examples almost everyone encounters. This list makes the complex technology seem a bit more approachable and similar capabilities become clear. This not only illustrates how digital AI tools work but also how it can be applied to business challenges. There is some overlap between which AI technologies are used in each example, like machine learning also powering smart assistants.
- Predictive text in email communication.
- Language translation apps.
- Chatbots while online shopping.
- Smart assistants like Siri and Alexa.
- Voice-to-text as an accessible feature.
There Are Two Key Salesforce Features
There are two leading Salesforce Einstein features that use natural language processing. Both Einstein Language and Einstein Bots use AI to understand client communication and respond appropriately using reliable data from past interactions. Salesforce describes these features as using natural language processing to find linguistic patterns that can be used to answer questions, respond to requests, and identify pertinent brand conversations online.
Understand Intent and Sentiment
Einstein Language is a great AI tool for large organizations with several incoming client inquires to attend to. Salesforce AI can learn to understand how clients feel and begin to classify underlying intent and sentiment. These kinds of insights make it easy to quickly assign inquires to the correct department or team member. With this greater understanding, the marketing team can even learn to create more personalized messaging to anticipate any client questions or concerns.
Effortlessly Route Inquiries
To break down the Einstein Language feature further, Salesforce offers Einstein Intent as another customizable service. It can learn the intended meaning in a body of text which makes it a great tool to understand how clients feel when communicating with a business. This is also the part of natural language processing in Salesforce that can route inquiry cases to the correct department or team member. This is just a fraction of the intelligent features available to users, a list of which is more deeply explored in Everything to Know About Salesforce Einstein.
Natural Language Processing Learns From the Past
Complementing Einstein Intent is Einstein Sentiment. This is the function of Einstein Language that determines if a body of text is positive, negative, or neutral. It is a sentiment analysis model that is trained from a range of data sources. As with all AI-powered digital tools, data is an incredibly valuable component that is used to teach the AI how to process its intelligent insights.
Create Meaningful Client Connections
If Einstein Language is the tool with intelligent insights, Einstein Bots is the tool to build intelligent processes. This is a feature that Salesforce describes as being able to easily build, train, and deploy custom bots on digital channels connected to CRM data. Again, this is great for large organizations that still want to create meaningful connections with clients. When teams have the right digital tools, they can resolve any business challenge.