Salesforce to Add Einstein Voice Skills to Every App and Customer Experience

Speech & Conversation AnalyticsStaff Writers

By Rakesh Nair On Nov 19, 2019

Salesforce to Add Einstein Voice Skills to Every App and Customer Experience

*Einstein voice skills can now be used to build custom, voice-powered Salesforce apps to fit your company.

*Service Cloud Voice integrates telephony into a unified agent console, enabling Einstein to offer recommendations to improve service experiences.

*Einstein Call Coaching to helps managers spot trends within conversational data and provide sales reps with the best practices and insights needed to optimize every customer call.

Salesforce on Tuesday announced it will expand the capabilities of Einstein Voice Assistant for all roles or industry, giving every app built on Salesforce a voice. This will be powered by new Einstein Voice Skills, which will equip admins and developers to create custom voice apps across the Salesforce Customer 360 Platform in just a few clicks.

Reimagine workflow with 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?”.

The Salesforce has added more voice skills to Einstein

The upgraded Einten will guide every action, insight and prediction. With new Einstein Voice Skills developers and admins can build custom voice-powered apps for employees across every role and industry.

Additionally, 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.

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“Voice is a huge shift for the industry and will be as impactful in businesses as it’s been in our homes. With Einstein, Salesforce is bringing the power of voice to every business, giving everyone an intelligent, trusted guide at work,” said Bret Taylor, President and Chief Product Officer, Salesforce.

Talk to Salesforce Anytime, Anywhere with Einstein Voice

Salesforce introduced Einstein Voice Assistant during Dreamforce 2018. It allows sales reps to talk to Salesforce, do routine CRM transactions such as creating or updating customer records, getting personalized daily briefings and exploring dashboards. All of this can be done conversationally, so sales reps can keep their business moving forward and focus on what matters most.

New features include

Voice Intelligence: 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.