Salesforce AI users reveal pros and cons

It's been two years since Salesforce formally introduced the Einstein AI platform that is supposed to help users find hidden insights within their data. At Dreamforce 18, some customers described how they have integrated Einstein AI capabilities into their business processes. Every Salesforce product has received some kind of Einstein AI upgrade, with more features rolled out with each product release. Companies like tire provider Michelin and Dublin-based recruiting company CPL are among the Salesforce customers that have found ways to use Einstein AI to help with productivity and revenue growth. "AI is there to enhance the human input," said Danielle DeLozier, global product owner for Service Cloud at Michelin, based in Clermont-Ferrand, France.