And we heard from sales reps out on the road, who wanted to do things like set meetings and create follow-up tasks that updated automatically, without always needing to stop what they were doing to type. “We also listened to marketers who wanted to use a voice tool to gain faster, real-time insights into how their marketing channels were achieving campaign goals. “They told us that instead of having their reps watch a training video or listen to a recording, a roleplay situation with a voice-enabled tool would be more powerful, helping their people gain hands-on experience and practice for real-life situations with customers,” Machado says. Salesforce heard, for example, from service agents who wanted to use voice as a more effective way to coach call center reps. “Over and over again, we were hearing that they wanted to be more hands-free, leveraging voice-based interactions to help them do their job more simply, and work more effectively.” “At every opportunity, we ask our customers what they like about our products - and what else they want,” says Machado. “So today, optimizing how people interact with tech to accelerate their productivity in that kind of a way has become our starting point for any offering we devise for Einstein Voice.”Īs they explored the potential business benefits of voice technology, Salesforce’s AI experts also did something else: they listened. They reduce the tasks they have to do in order to get the bigger job done,” Núñez continues. “We realized that if we can reduce how long customers need to spend keying data into Salesforce, they can get extra time to engage with their own customers. Research shows that speech recognition software has now improved to the point where it’s a lot faster to talk to the AI that’s powering your device, rather than typing on it. “We looked at the business challenges voice can help companies solve and we realized they are based on a very familiar human challenge - how to harness technology so users can become more productive.” “You’ve got to go deeper than that,” says Núñez. “Voice allows companies to command and draw insight from Salesforce in a natural way, making an already powerful system even more powerful.”īut as we discovered when we set about building voice capabilities into the Salesforce Platform, it’s not enough to simply design a personable chatbot. “We believe AI-enhanced conversational interfaces can transform business processes, which is why we are focusing heavily on innovation in this sphere and building in voice across the entire Salesforce system,” says Michael Machado, Senior Director of Product for Einstein Voice. Research from Salesforce shows that already 75% of business buyers say emerging technologies (including chatbots and voice assistants) are changing their expectations of companies. Because they can grow continuously smarter by learning about each individual user’s preference, voice assistants can play a valuable role in augmenting the customer experience and building deeper relationships with brands.Īccording to IDC, one-third of enterprises will use conversational speech technology for customer engagement by 2022. Supercharged by recent advances in machine learning and natural language processing (NLP), intelligent voice-enabled assistants are now used by 47.3 million U.S. It’s been less than five years since Amazon launched its Echo smart speaker and artificial intelligence (AI)-powered voice assistant, Alexa, but since then the world’s become a much chattier place. So they don’t have to have the onerous responsibility of needing to key in their data - instead, they can recite it and then things are automatically updated on their behalf.” The rise of voice tech “We’re creating experiences so that business customers can do their jobs better, more simply, and work more effectively. Núñez, who leads user and product insights for Einstein at Salesforce, is dead-set on delivering the best voice technology any organization has to offer. “How do we make the voice experience customizable enough so that it meets every culture’s needs, every business’ needs, and helps them meet their objectives?” These are the types of questions that keep Yakaira Núñez awake at night.
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