In the workplace, voice technology is the next frontier. By 2023, 25% of employee interactions are projected to take place over voice-activated devices—up from less than 3% in 2019. And with the rise of artificial intelligence, smart speakers like Salesforce’s Einstein Voice have the ability to learn your business and become personal assistants on steroids. As Salesforce continues to develop more advanced features for Einstein Voice, here are a few ways this tool could benefit your business.
Personalized virtual assistant
From dictating notes to adjusting quotes, Einstein Voice is much more than a glorified Alexa. It integrates with Salesforce’s CRM to boost your efficiency during the workday. Rather than typing in information or clicking from dashboard to dashboard, you can save time and stay on task via CRM voice commands.
“In terms of customization, Einstein Voice is better than Alexa,” says Jay Hillery, Data Scientist at Horizontal Digital. “With Einstein Voice, you don’t have to teach it how to interface with your system—you just turn it on and train it to perform tasks.”
More productive meetings
As you prep for a meeting, you can set up Einstein Voice to start recording any time it hears “Einstein” or another custom keyword that pertains to your project. At the end of that meeting, you can look back and review all the notes you flagged. As auto machine learning develops, Einstein Voice has the potential to learn on the job and provide proactive insights.
“In the future, you could give Einstein Voice a seat at the table during your meetings for a specific project,” says Jay. “As you’re working on it, Einstein Voice might chime in, ‘Hi, do you remember that meeting three weeks ago when you brought up this important issue? That was a cue for me to record what you said after that and make a note.’”
Salesforce updates on the go
Einstein Voice’s integration with your customer data allows you to conveniently update your system and access information anytime, anywhere. For instance, a sales rep driving to a meeting with a new client could use the tool to refresh themselves on key data points. And on their way back to the office, they can tweak the customer record to reflect the meeting’s outcome.
At its current level of complexity, Einstein Voice focuses on data input, basic queries and personalized daily briefings. It’s a great way to keep tabs on things like your team’s sales performance. But Salesforce is configuring the tool to snag key insights you might have missed and predict your next move.
Smarter phone support
As Salesforce distills voice technology into each individual cloud, the possibilities continue to grow. With the launch of Service Cloud Voice at Dreamforce last November, Einstein can listen to a sales call or customer support line and proactively pull up relevant information thanks to real-time voice-to-text transcription technology. With Einstein Call Coaching—which integrates with Sales Cloud—you can use natural language processing to analyze phone calls after the fact and pinpoint trends and insights on the customer experience.
Custom voice apps for every industry
To harness the full power of Salesforce, you need to implement it for your vertical. Einstein Voice is no exception. Einstein Voice Skills lets developers build custom voice apps engineered for industry-specific workflows and processes—reducing the need for time-consuming data entry or dashboard navigation.
From updating fields to creating tasks to reading out predictions, developers can turn any Salesforce action into a quick voice command. For example, a healthcare company could design a custom voice-powered assistant that allows specialists to easily check a patient’s recent medical history as they go from appointment to appointment.
How does Horizontal Digital implement Einstein Voice?
Ultimately, there are two main ways Einstein Discovery can deliver value to our clients: increasing revenue and reducing costs. As Einstein Voice becomes more advanced, we’re looking for opportunities to implement it as a package deal with Einstein Vision—an image recognition tool that uses auto machine learning to classify images at scale and spot flaws and defects.
“Right now, there are around 20 applications for Einstein Voice at its current level of complexity, while there are probably 5,000 applications for Einstein Vision,” says Jay. “Both tools are going to be fantastic for future implementations.”