Salesforce adds 'Einstein' artificial intelligence tools to its customer service platform

That's because customers rely on an increasingly wide range of tools to connect with businesses, including social media, email, texting, and other messaging platforms. Today, enterprise technology giant Salesforce is rolling out new artificial intelligence tools to keep those communication channels running smoothly, and triage customer service requests as they come in. Salesforce calls the technology Service Cloud Einstein, extending its Einstein artificial intelligence initiative to its Service Cloud customer service platform. It's a collection of tools that use machine learning to inform, guide and learn from the work of customer service agents and contact center managers. Salesforce CEO Marc Benioff launched the larger Einstein project last year, promising to bring artificial intelligence to all of the company's products and services.