Salesforce adds some artificial intelligence to customer service products

Last Fall when Salesforce introduced Einstein, its artificial intelligence initiative, it debuted with some intelligence built into the core CRM tool, but with a promise that it would expand into other products over time. Today it announced it was adding Einstein AI to its Service Cloud customer service platform. The goal is to make life easier for customer service reps and their managers. For the reps, it gives information that is supposed to help them better understand the needs of the customer they're dealing with. For the managers, it's been designed to help give deeper insight into their customer service center operation.