An Overview of Artificial Intelligence in Salesforce Einstein

While far from being a core feature of most CRMs, Gartner found that artificial intelligence (AI) and predictive analytics have the highest interest from businesses across sales, marketing, customer experience, and digital commerce--the four major CRM services (full content available to Gartner clients). Salesforce is one of the earliest adopters of AI capabilities and technology and the largest customer relationship management (CRM) software vendor, owning 19.5% of the CRM vendor market. In fact, it's one of the first CRM vendors to have AI capabilities; it launched its AI tool, Salesforce Einstein, in September of 2016 for select modules. In this piece, we'll explain what Salesforce Einstein is, as well as provide an overview of the primary features it brings to the table so you can make a more informed decision when purchasing your next CRM. It uses data gathered on every user action to provide predictive analytics, natural language processing (NLP) capabilities, and machine learning to Salesforce customers.